IT Support Specialist

Chervon is one of the world’s largest power tool and lawn and garden equipment manufacturers with a rich history of innovation. Chervon’s commitment to build a better world by building better tools is evident in the products we manufacture and our green approach to manufacturing. We focus on hand-held portable power tools, stationary bench tools, laser and electronic equipment and outdoor power equipment. With world-class R&D, manufacturing, design, marketing, sales, and service teams throughout the world, we do it all.
Job Summary:
The IT Support Specialist provides technical support to external and internal customers relating to personal computers and desktop applications. This person evaluates functional requirements and support for on-going effective utilization of applications. This role requires external vendor interactions for support of IT service delivery.
Duties/Responsibilities:

• Support Windows and Mac desktop applications, including user interface, word processing, spreadsheet, database and application system integration tools.
• Setup, upgrade and install desktops and laptops. Configure, test, and install hardware, operating systems, peripherals and application software.
• Provide desktop technical support to all external and internal customers. Evaluate desktop (personal computers, printers, faxes, etc.) requirements and issues; and identify and recommend/implement corrective action.
• Assist IT applications group in support of administrative applications including Office 365, Adobe Cloud Services, etc.
• Support Order Management System (OMS), Oracle and AWS.
• Support IT service requests and hardware procurement including New Hire setups and separation removals. Work closely with the Network and System engineers (Regional & Global) in supporting the day-to-day operations of IT infrastructure.
• Provide administration and support of:
  
  • Active Directory, DNS, DHCP, etc.
  • ShoreTel Telephony systems
• Communicate project/request status and issues to IT management and IT customers. Notify management of issues and recommended solutions to ensure projects are completed, on-time, on-budget, and meeting project requirements from the business customer (in scope).
• Develop/identify training manuals and in-person sessions, coordinate training of users on desktop applications. Responsible for keeping support documentation current and published for team collaboration.
• Maintain up-to-date knowledge and awareness of company labs and desktop application products and trends.
• Support Microsoft Azure Cloud and Mitel phone system.
• Undertake responsibility and authority to identify departures from the quality system or test procedures and document such observations in accordance with the prescribed complaint system.
• Support and/or assist with projects including new site implementations related to networking, computer/printer connectivity, and telephony.
• Perform other duties as assigned.

Required Skills/Abilities & Experience:

• Solid understanding of PC Imaging concepts and systems.
• Utilize and have solid understanding for using IT Service Management tools & ticketing systems.
• Broad knowledge of personal computers (Windows and Mac), both hardware and software, preferably in a Microsoft network environment.
• A general knowledge of the Internet and related services such as e-mail is necessary to assist users.
• Ability to configure, install and troubleshoot hardware and peripherals is required.
• Employee should have a broad knowledge of Windows, Microsoft Office 365 and Mac. 
• .Technical certifications a plus. 
• Excellent verbal and written skills are required to deliver exceptional customer service.
• Minimum of 1-3 years of relevant experience.

Supervisory Responsibility:
This position does not have any supervisory responsibilities.
Travel:
This position does not require any travel.
Work Environment
Chervon North America operates in a casual and fun environment. We offer a very competitive benefits package including health, dental, vision, short/long-term disability, life insurance, 401(k) and a competitive time off program.
We think Chervon is a great place to work! Be part of our new future! Better Tools. Better World.