Technical Support Specialist

JOB SPECIFICATION Technical Support Analyst leading manufacturer of fastening products and technologies for the commercial roofing and other construction industries worldwide. Agawam, MA, Position The Senior Technical Support Analyst provides advanced level end-user support and resolution for all employees. The role is hands-on, where support will often be provided in-person and remotely. The candidates should be a self-starter and can work both independently and with all levels of employees. Responsibilities • Positively interacts with end users while addressing their technical issue requests via remote control support, telephone calls and deskside visits • Install and configure hardware, software, and peripherals across the enterprise. • Record, track, and document the help desk request problem-solving process within the Kace ticketing system. • Supports remote staff with VPN, mail, and connectivity issues • Provides network management controls relating to account modifications and security controls. • Must possess excellent interpersonal skills, with the ability to professionally and effectively communicate technical problems and instructions to end users in terms that are easy to understand. • Work collaboratively within the IT team as well as with business stakeholders • Strong Communication skills – Oral and Written • Excellent Problem Solving & Troubleshooting skills Requirements • Bachelor’s Degree with 5+ years of experience • A+, Network+ or MCP certifications are a plus. • Experience with office automation applications, specifically Windows 10, Outlook, Microsoft Office 365, Teams, and Web Browsers. • Working knowledge of remote access tools and Help Desk software • Results-oriented, self-motivated, energetic, professional, and reliable team player • Exceptional analytical, problem solving and communication skills • Exposure to manufacturing, quality and supply chain concepts such as LEAN, Six Sigma, continuous improvement and Kaizen • Experience working in manufacturing environment delivering IT solutions • Positive attitude, good judgment and excellent time management skills • Strong sense of responsibility and ownership. Financial: • Pay scale – $60,000-$75,000 DOE Impact: • Assume ownership of inherited network infrastructure • Perform advanced troubleshooting expertise specific to networking issues. • Enable continued business growth through the expansion of corporate network services across the enterprise. Location 153 Bowles Rd, Agawam MA