IT Support Specialist

Job Summary

Dorman is seeking an IT Support Specialist to join our team in our corporate headquarters in suburban Philadelphia (Colmar, PA).  The IT Support Specialist will provide a single point of contact for end-users to receive support and maintenance within the organization's computing environment. The IT Support Specialist is responsible for executing first level support diagnostics, troubleshooting basic issues, and effectively escalating incidents while following established protocols, policies and processes; assisting in documenting procedures and policies and in developing and implementing effective standards; and providing timely follow through to resolve and close problem calls.  The IT Support Specialist also provides hands-on support and deployment services for workstations and desktop software. 

This position is onsite Monday through Friday, 8:00am - 4:30pm. Apply today and enjoy the freedom to pursue new ideas, offer different perspectives, and grow in your career with us! 

Primary Duties

• Maintains professional and positive attitude during all client interactions and team meetings.  
• Provides front-line support and response to solve all problems reported by clients.  
• Keeps peers and all supporting levels within IT informed of problems, trends and delays to daily issues.  
• Follows demand management process to receive, prioritize, document and actively resolve client's requests.  
• Problem resolution may involve use of diagnostic and Help desk tracking tools, as well as require in-person, hands-on support at the desktop.  
• Interviews clients to collect information about issues and leads clients through diagnostic procedures to determine source of error and possible resolution.  
• Maintains historical records of issues, problem documentation and willingness to escalate to additional support tiers if required.   
• Coordinates interactions across all IT support channels in real time.  
• Serves as liaison between IT and clients.  
• Makes recommendations to CS manager for changes in procedures and systems providing support to clients.  
• Provides training for technology applications and products.  
• Composes routine correspondence for electronic distribution.  
• Conducts research, compiles and displays all Client Service statistical reports.  
• Manages all conference rooms and their state of readiness including: supplies, working condition of audio and video equipment and the general operating appearance.  
• Orders and maintains all supplies and arranges for equipment maintenance. 
• Other duties as assigned  

Qualifications

• Prior customer service experience or related support experiences a plus.  
• Strong interpersonal skills are essential.  
• Good organizational skills with the ability to follow through.  
• Good problem solving skills.  
• Ability to keep track of, prioritize and report status of multiple projects.     
• Ability to work with changing requirements and priorities.     
• Physical Requirement: Capability to lift 20 pounds.  
• Working Conditions: While performing the duties of this job, the employee is regularly required to reach, swivel, carry items from one location to another, and speak and actively listen. Noise level is usually moderate. 

Education / Experience

• Associate’s Degree in Information Systems, Computer Science or a closely related discipline, or minimum of one - two years business experience. 

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