POSITION: IT Support Specialist

REPORTS TO: IT Director

POSITION OVERVIEW : The IT Support Specialist primary role is to work with internal customers to provide assistance and resolution to Information Technology issues related to their daily tasks. Responds to telephone calls, email and personnel requests for technical support for multiple locations. Documents, tracks, monitors, and coordinates with other team members on issues to ensure a timely resolution. Assisting with equipment acquisitions, deployments, upgrades, tracking, repair, and recycling.

TASKS & RESPONSIBILITIES:

• Insures system and all users are up and running on a daily basis

• Monitor and respond quickly and effectively to requests received through the IT helpdesk

• Identifying effective solutions for user issues offering solutions in an expedited manor

• Provide technical assistance and support for incoming concerns and issues related to systems, software and hardware

• Follow-up on open issues that arise throughout the course of daily duties and/or other

  assignments being performed.

• Report significant and recurring issues to the next Tier or IT Director

• Documentation of support resolution within the IT ticket portal

• Install repair, deploy and maintain desktops, laptops, printers, phones, and other computer peripherals.

• Talking users through a troubleshooting process and working together to rectify problems

• Collecting and passing on feedback from clients

• Redirect problems to correct resource

• Help update training manuals for new and revised software and hardware

• Clean up computers, printers

• Stay current with system information, changes and updates

• Responsible for all company & associated business-related IT support issues

• All other tasks both on and off site as assigned by manager or management

• POSITION REQUIREMENTS

• Associates degree or certificate in relevant field is preferred

• 2+ Years’ experience in similar role is preferred

• Ability to provide excellent internal customer service is required

• Troubleshooting and problem solving skills is required

  The Fountainhead Group, Inc. is a family-owned and operated company, dedicated to the success and longevity of our business, our employees, and our community. For more than 130 years, FGI has been creating, innovating, and manufacturing liquid sprayer products for the world's top brands and retailers, driven by the hard work of our FGI Family of employees. Across four manufacturing and distribution centers in CNY, our commitment to the betterment of our employees and our community is demonstrated in our robust philanthropy and volunteer programs, supporting more than 350+ local nonprofits and ensuring the success of the community for generations of the FGI Family to come. The Fountainhead Group Inc. is an AAE/EEO employer.

  In addition to a competitive salary, we are pleased to offer the following benefit package:

  Medical

  Dental

  Paid Vacation

  Holiday Pay

  401k with employer match up to 2%

  Tuition Reimbursement

  Health Reimbursement Account (HRA)

  Flexible Spending Account (FSA)

  Employer paid Life Insurance

  Employee paid Voluntary Life and Short Term Disability Coverage

  Company Website

  https://www.thefountainheadgroup.com/

  To learn more about our company culture and commitment to the local community, visit the “Community” page of our website and be sure to follow our Facebook account for exciting updates and events!

  www.thefountainheadgroup.com/community

  www.facebook.com/thefountainheadgroup