POSITION SUMMARY

The IT Desktop Support Specialist provides day-to-day technical support to employees across all divisions of Gebhart Holdings, keeping users productive and company systems secure and reliable. The Specialist resolves support tickets; installs and maintains computers, peripherals, and software; and supports connectivity, licensing, security, network cabling, backups, and cellular/VoIP services. The Specialist serves as a first point of contact for internal customers and escalates issues to senior staff or management as needed.

REPORTS TO

Business System Developer

SUPERVISES

N/A

ESSENTIAL RESPONSIBILITIES

• Respond to, troubleshoot, and resolve repair, service, and request tickets in a timely manner, keeping each ticket documented until resolved.
• Install, configure, and maintain computers, operating systems, and software for new and existing users.
• Administer backup and recovery systems, including scheduling, monitoring, and verifying backups of servers, workstations, and cloud data.
• Set up, service, and troubleshoot peripheral equipment, such as printers and projectors.
• Troubleshoot and repair network cabling and connectivity issues.
• Support user accounts, software licensing, security settings, and cellular/VoIP services.
• Train users on new systems and equipment and provide information on their use.
• Escalate internal customer or technical issues to senior staff or management when necessary.
• Assist senior IT staff with routine tasks and special projects as directed.
• Stay current with industry trends, technology, and software developments that affect company systems.
• Work on call and outside normal business hours occasionally, as required.
• Regular and timely attendance is an expectation of the position.
• Follow the 5S foundations for deploying lean production tools and processes.

EDUCATION AND/OR EXPERIENCE

Associate degree in Information Technology, Computer Science, or Information Systems preferred. Equivalent industry experience in lieu of a degree will be considered. Industry certifications are a plus but are not required.

COMPETENCIES

• Must have a valid driver’s license.
• Proficiency with Windows Desktop and Server, Microsoft Active Directory, Microsoft Group Policy, Microsoft SharePoint/Microsoft 365, and IP networking and routing.
• Self-starter that takes initiative with a high attention to detail.
• Strong interpersonal, communication, and organization skills.
• Ability to multitask and adhere to deadlines.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

• Physical Activity: Talking, hearing, repetitive motion, stooping, crouching, standing, walking, lifting, climbing stairs, and climbing ladders.
• Physical Requirements: Sedentary work. Involves sitting most of the time. Occasional lifting of up to 25 lbs.
• Work Environment: Primarily office-based. Occasional work in production, warehouse, or foundry areas involving heat, noise, dust, moving equipment, and temperature swings.
• Working at Heights: Works from ladders and lifts when installing, running, or repairing network cabling.
• Visual Acuity: Ability to determine the accuracy, neatness, and thoroughness of the work assigned, including to make general observations of facilities.

CORE VALUES

• Safety – Protects our people and our data by keeping systems, user accounts, and backups secure, and follows plant safety rules when working in production areas.
• Respect – Treats every user with patience and dignity regardless of technical skill, and helps each one become more capable with the tools they use.
• Organization – Keeps tickets, equipment records, cabling, and work areas documented and orderly, applying 5S discipline to every IT space.
• Resilience – Stays with problems until they are resolved and keeps commitments during outages, after-hours calls, and competing deadlines.
• Customer Centric – Treats every employee as an internal customer, delivering reliable, timely support so our teams can serve our customers and community.