User Support Specialist
Find your home at Creative Foam!
Competitive Benefits & Compensation Package- Paid Time Off (PTO)
- World class benefits
- Team environment
- Safe working environments
- Company paid short term disability, long term disability, and AD&D insurance
- 401k with employer match
- Tuition reimbursement program
- Dependent education program
- Wellness program
- Paid training
- Career development opportunities
- Referral bonus for all full-time referrals
- Competitive wages
Pay
Pay commensurate with education and experience.
Creative Foam wants to be a great service provider to our customers. We recognize we can only do that if we are a great employer. Our success is driven by the success of our employees.
Our culture focuses on four core values:
- Be Inclusive- Make a difference as a TEAM, work collaboratively and support others in our effort to greatness. Constantly strive for perfection and quickly learn from our mistakes.
- Be Inventive-Never stop learning and push the TEAM to strive towards sustained excellence. Aim to provide our customers with the most creative solutions in the market.
- Be Responsible-Maintain an equitable relationship with our customers, employees, stakeholders and communities as we develop as a TEAM.
- Be Relentless-Demand more from yourself and the TEAM than you think is imaginable, this will drive change and only then will we achieve our goals.
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Description:
The IUser Support Specialist is the first line of support throughout the organization for hardware issues. Identify issues by managing incidents in the organization's ticketing system and regularly review tickets for updates and information, as necessary.Maintain internal documentation including user training, maintenance schedules, security alerts and other information relevant to the organization. Function as the asset manager by ensuring all assets are appropriately identified and controlled in a centralized system.
Manage remote inventory levels for hardware support to ensure business continuity in the event of hardware failure.
Responsibilities:
The User Support Specialist will be responsible for the activity of tracking and tagging IT hardware assets with a unique identifier and ensures that all assets are accurately accounted for in the asset database. Tracks software assets, such as license keys, version, and renewal information.Recovers licenses/keys of customers departing the client. Manages remote locations inventory (including laptops, tablets, scanners, printers, software applications, servers etc.) for in-office needs. Performs periodic audits of assets to guarantee that all records are complete and up to date.
Manages and follows up on the return of assets for terminated staff.
Establishes and interacts with key process applications, including Change Management, Asset Management, and the Service Catalog in a centralized system. Formulates and implements processes and procedures for tracking and analyzing configuration items (CI) from requisition through retirement.Assists the Configuration Owner in the implementation, maintenance, and improvement of IT Configuration Management policies and procedures. Develops and maintains detailed technical and process documentation. Works with peer teams to develop and deliver training & support materials.
Identifies opportunities to better govern Service Management processes through configuration data and reporting.
Duties and Responsibilities include the following.- Order and manage all hardware requests for the team and user requests through the helpdesk portal.
- Hardware support for users through the ticket system.
- Perform highly accurate detail-oriented work.
- Perform periodic inventory of asset audits at all locations.
- Update and manage inventory data in the inventory database and update inventory primary spreadsheet quarterly to ensure accuracy.
- Manage assets in storage rooms.
- Produce audit report findings.
- Review camera systems daily to ensure connectivity, troubleshoot any issues.
- Manage holiday and door schedules for all locations with door badge access.
- Cell phone management of company owned phones.
- Onboarding new hires and termination deactivations of accounts
- Customer website administration
Skills:
Outstanding written and verbal communication skills.
Strong interpersonal and teamwork skills
Ability to work well with all levels within the organization including management, outside clients, customers and vendors
Ability to establish priorities, work independently and proceed with objectives without supervision and shift focus/priorities when necessary.
Skills to use a personal computer and various software packages.
Exceptionally organized with an attention to detail
Work Conditions:
Lifting and transporting heavy objects such as computers and peripherals
Additional working hours, including weekends and occasionally holidays.
On-call availability – occasionally will need to answer calls after hours and weekends.
Travel to all locations
Working at heights using a scissor lift or similar equipment within the plants.
Continued training to keep up with innovative technology.
Physical environments require employee to work in heat/cold in varying environments.