IT SUPPORT SPECIALIST 1

We are hiring an onsite IT Support Specialist to join our team at Corporate HQ.  This person will keep our teams connected and productive by delivering reliable, responsive IT support across the organization. As an IT Support Specialist I, you will serve as the first point of contact for technical issues, resolving user requests and ensuring timely, effective solutions. You will manage service tickets from start to finish, provide hands-on support for systems and equipment, and collaborate with team members to maintain smooth day-to-day operations. This role is ideal for a customer focused, detail-oriented professional who enjoys problem solving, working with technology, and continuously improving the user experience in a fast-paced environment. 

This position has a target wage of $20.00 - $30.00 per hour, based on shift, experience and qualifications with annual bonus available (variable depending on performance). Overtime may be available. 

In addition to the base salary, Perdue offers a competitive benefits package, including medical/Rx, 401(k) with employer match after 1 year, critical illness, accident insurance, dental, vision, life insurance, optional group life insurance, short-term and long-term disability protection, flexible spending accounts and paid time off.

Schedule: Monday through Friday, 8:00am-5:00pm 

Principal Essential Duties & Responsibilities 

• Handle calls for the Customer Service Desk in a professional, fast, effective, and efficient manner stressing customer service. 

• Function as part of a team consisting of I/T personnel, user department personnel, selected outside vendors, and customers. 

• Use the Quality Improvement Process by adherence to the Four Absolutes of Quality and by implementing the Fourteen (14) Quality Improvement Process steps. 

• Effectively communicate problems/ issues/outages with other Service One associates and management. 

• Monitor escalations and Halo tickets. 

• Assist in the training of new associates. 

• Assist in writing and updating procedures or workflow. Assist in maintaining accuracy and relevance of the technical knowledgebase. 

• Continuously expand technical skills and share technical knowledge with team members. Keep up to date on computer technology by completing on-line CBT courses and Service Desk Analyst certification. 

• Assist with PC hardware maintenance as needed. 

• Assist with software maintenance and installation.  This will include Microsoft operating systems, assorted Perdue approved applications, ODBC drivers, dll, and required registry settings. 

• Assist with the installation including hardware and software installation of new Perdue Computers. 

• Repair and rebuild Perdue Computer assets. 

• Assist with special software installations, upgrades as required (typically off-hour installs). 

• Deliver a high percentage of first contact resolution (FCR) for Tier One technical issues through the utilization of documented processes and procedures. 

• Individuals must be able to work with minimum supervision.  Decision-making requires optimizing workload and facilitating problem resolution. 

• Working with users to provide maximum ability to keep production environment operating. 

• Software installation as necessary. 

• Other assignments or projects assigned. 

Minimum Education and Experience 

High school Diploma, or equivalent, with 0-3 years of IT related experience. At least 1 year of IT experience in a corporate IT environment is required or working towards an IT related degree; Service desk experience using problem management software in a corporate IT environment is highly desired.  

Ideal Candidate will also have:

• At least 1 year of PC maintenance experience. 

• Must be customer focused 

• Must be willing to travel occasionally to attend training or seminars. 

• Must have working knowledge of Service Desk/problem management software (such as Halo) and ability to manage, maintain and utilize features and functions available through the software. 

• Knowledge of Service desk concepts and procedures in logging, tracking, escalating, and resolving problems/issues. 

• Must be able to demonstrate effective organizational skills, attention to detail and task management. 

• Must have a passion for customer service with demonstrated ability to handle high pressure needs in a calm, respectful, and efficient manner. 

• Must possess strong oral and verbal communications skills.  Required to interact with a wide variety of people at different levels. 

• Must possess the ability to discuss technical information with non-technical individuals. 

• Excellent organizational skills with the proven ability to prioritize multiple incidents, ranging from low to medium complexity.

• Self-motivated problem solver with experience in diagnosing issues and working them through to resolution. 

• Ability to maintain confidentiality.