Since 1952, Lawson Products has worked hard to make our customers' jobs easier by improving their operational efficiency, productivity and overall performance. As a leader in the MRO industry, we partner with customers to make sure they have the right maintenance and repair parts on hand when needed.
We’re looking for an IT Technical Support Specialist to serve as the primary escalation point for all incidents and requests reported to the Lawson IT Help Desk. They will also install, modify, and repair computer hardware and software, including peripherals. Constructs and maintains up-to-date and accurate documentation of IT Service Delivery processes, job aids, and ITSM tool knowledge.
Responsibilities
• Provides exceptional second level incident resolution and request fulfillment both timely and professionally for all Lawson employees. Resolves somewhat complex technical issues and fulfills employees’ requests via telephone and/or desk side support. Focused on sales-related technical issues for technologies and programs such as OrderPad, BYOD, BYOC, and Office365.
• Installs, modifies, and repairs computer hardware and software including peripherals.
• Constructs and maintains up-to-date and accurate documentation of IT Service Delivery processes, job aids, and ITSM tool knowledge.
• Performs user administration across multiple platforms such as Active Directory, and MicrosoftOffice 365.
• Maintains documentation and system procedures collectively with the support teams. Creates and maintains support documentation for the help desk, end-user job aids, training manuals and procedures.
• May perform user training for software/hardware.
• Serves as a backup resource to the Technical Support Senior position.
• Other duties as assigned.
Qualifications & Requirements
• High school diploma or equivalent experience is required; Computer Science degree preferred.
• Minimum three years’ experience providing level two support to end users
• Works well independently, is self-motivated and reliable
• Must be willing to work multiple shifts that include, but are not limited to, Monday through Friday from 7:00 AM CT until 8:00 PM CT. Flexibility to periodically work nights/weekends
• Industry certifications a plus: MCSA, MCSE, CCENT, CCNA, ITIL Foundations
• Ability to lift and move certain pieces of computer hardware including PC, monitors, servers, printers and other relatively light office equipment.
• Windows 7 & 10 operating system expertise.
• Application support experience with Microsoft Office products.
• Working knowledge of a range of PC diagnostic utilities.
• Solid knowledge of PC and server computer hardware.
• Familiarity with anti-virus software.
• Basic knowledge of Cisco telephone and voicemail setup.
• Ability to analyze a wide range of computing issues
• Knowledge of Active Directory administration tools.
• On-call availability
• Ability to travel infrequently to remote offices
Our salary range for this role is $83,000 - $99,640 including a full benefits package.
Lawson Products is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities.
