Overview

The IT Specialist provides maintenance of the computer desktop/laptop environment by analyzing requirements, resolving problems, installing hardware and software solutions, and supporting the internal IT Helpdesk. This role will also be responsible for administration and internal support of Festool’s PCs, printers, servers, and related equipment. Tasks include end user support, license tracking, and performing PC maintenance, upgrades and configurations.

Job Responsibilities

• Responds to requests for technical assistance in person, via phone, or electronically through help desk tickets;
• Diagnoses and resolves technical hardware and software issues;
• Researches questions using available information resources;
• Advises users on appropriate action;
• Follows standard help desk procedures;
• Logs all help desk interactions;
• Administers help desk software;
• Redirects problems to correct resource as needed;
• Identifies and escalates situations requiring urgent attention;
• Prepares activity reports;
• Informs management of recurring problems;
• Stays current with system information, changes and updates;
• Performs other required tasks as assigned.

Job Requirements

• Bachelor’s Degree in Information Systems, Business, Communications or related field; Equivalent related experience may substitute for formal education where appropriate;
• Proven experience working in providing help desk support;
• Two (2) years of relevant technical experience;
• Two (2) years minimum experience working in a Windows/Mac environment;
• File server knowledge preferred;
• Strong customer service and troubleshooting skills;
• Ability to communicate technical information, both verbal and written, to a wide range of end-users;
• Developing in C# a plus.