Position Description

Title: Systems Support Specialist
Location: Tallahassee, FL
Department: IT
Reports To: IT Manager
FLSA Status: Non-Exempt
Prepared By: Clayton Tew
Approved By:
Approved Date:
Revision Level:
Revision Date:

SUMMARY
The Systems Support Specialist’s role is to assist the IT Manager in providing quality technology support to internal customers of Danfoss Turbocor Compressors. This individual will be responsible for interfacing with customers and providing support on desktop systems, printers, and software. This includes employee training, as necessary.

In matters of IT Support, this individual will make recommendations based on customer reports and comments to the IT Manager to improve efforts in providing tools for and services to DTC employees. This position will also collaborate with other IT staff in the maintenance and creation of end user policies, procedures, and best practices.

DUTIES & RESPONSIBILITIES
 Act as a backup to the IT Manager in issues regarding customer support and infrastructure troubleshooting and support.
 Be available to provide phone support, and face to face support, as required.
 Be available to support and provide timely responses to customers both during regular work hours, and before and after work hours, as required.
 Provide customer support and troubleshooting of all problems reported to the help desk.
 Respond to customers in a timely and efficient manner.
 Provide a high level of customer service, for both internal and external customers.
 Track and manage work orders.
 Participate in other IT related documentation and project tracking, as needed.
 Participate in the distribution of IT or other information, as needed.
 Support technology procurement efforts.
 Remain current with evolving technologies.
 Be prepared to assist with any other IT related projects or activities, as requested.
 Other duties, as required.

KNOWLEDGE, SKILLS, AND ABILITIES

Technology
Familiarity with PC desktop and notebook technologies.
Familiarity with commonly used applications (Microsoft Office, Internet Explorer, Adobe Acrobat).
Familiarity with printer technologies.
Ability to analyze and solve problems while providing timely customer support.

Other
Ability to adapt to a rapidly changing and expanding work environment.
Excellent written and oral communications skills.
Ability to communicate clearly, both in person and over the telephone.
Excellent interpersonal skills.
Proven analytical and problem-solving abilities.
Customer service orientation.
Highly motivated self-starter.
Attention to detail.
Ability to type.

WORK CONDITIONS
On-Call availability for after hours support, as needed.
Working availability at least 40 hours each week, Monday thru Friday.
Sitting for extended periods of time.
Occasional inspection of cables on floors and in ceilings.
Occasionally lifting and transporting heavy objects, such as computers and peripherals.

EDUCATION/EXPERIENCE
Associates Degree, appropriate IT Certifications, or equivalent combination of training and experience.
2-3 years of MIS experience in desktop support or other IT support.
Experience in troubleshooting hardware, software, and network problems.

LANGUAGE SKILLS
Ability to read and comprehend standard hardware and software instructions, other simple instructions, short correspondence, and memos in English. Ability to write simple correspondence in English. Ability to effectively present information in one-on-one and group situations to other employees in the organization.

MATHEMATICAL SKILLS
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

REASONING ABILITY
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret a variety of technical instructions with several abstract and concrete variables.

PHYSICAL DEMANDS
While performing the duties of this job, the employee is required to sit for extended periods of time; use hands and fingers, handle and feel; reach with hands and arms and talk and hear, both in person and with phone equipment. The employee will be required to walk, climb, and balance. The employee will occasionally be required to stand and stoop, kneel, crouch, and crawl. The employee may be required to regularly lift and / or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds.

WORK ENVIRONMENT
While performing the duties of this job, the employee is regularly exposed to moving mechanical parts. The employee is occasionally exposed to fumes or airborne particles and risk of electrical shock. The employee may also be exposed to high, precarious places and outside weather conditions. The noise level in the work environment will occasionally be low to moderate.