IT Support Lead

Circle Graphics is the world's largest producer of large-format digital graphics. Our 250,000 square foot manufacturing facility houses 100 grand format printers, custom automated finishing equipment, and coating capabilities to produce recyclable materials up to 16 ft. wide. Our prepress department processes more than 5,000 files per day with the aid of proprietary software automation tools. We specialize in industry leading innovations accompanied by world class service. Our Consumer Digital Printing division offers world-leading inkjet printing production and innovative product construction for home décor materials including canvas gallery wraps. We focus on providing outstanding value quality and service to wholesale buyers and consumers.

Job Description Overview:

I. Position Mission

The IT Support Specialist will provide internal network and software support services for workstations, printers, peripherals and network hardware. This position will assist the Network/System Administrator(s) to ensure network availability to all system users and perform necessary maintenance to support network availability. They will monitor the Help Desk ticket site to drive process improvement and strive to improve customer satisfaction.

II. Organizational Structure

Functional Area

Information Technology

Immediate Supervisor

Sr. Systems Engineer

Subordinates (functionally)

none

Other key interfaces (relationship)

Executive Management Team (as needed for IT related needs)

All Managers and Directors

Employees in General (as needed for IT related needs)

All Departments and Sites as needed to complete IT needed and duties

Working Environment and Physical Demands

Typical office environment. Requires prolonged sitting, some bending, stooping and stretching. Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment. Requires a normal range of hearing and vision to record, prepare and communicate appropriate reports and answer the phone. Requires eyesight correctable to 20/20 to read numbers, reports, and computer terminals.

FLSA Status

This is a full-time position requiring consistent dependable attendance. This is a FLSA non-exempt role, therefore eligible for overtime.

III. Tasks description – Essential Duties and Responsibilities:

TECH SUPPORT: 65% of position responsibility

• Lead, manage, and mentor the helpdesk team to ensure the delivery of high-quality support services.
• Monitor incoming tickets to ensure completion and client satisfaction.
• Develop and implement helpdesk policies, procedures and best practices including queues, reporting etc.
• Actively handle helpdesk tickets, providing remote and on-site technical support to clients and co-workers, escalating to Admins as needed.
• Work with a wide range of technology including firewalls, anti-malware, domain servers, workstations, Active Directory, group policies, wireless, VOIP, endpoint management, Microsoft 365, printing, user management, patch management, software installations, SaaS systems, and more.
  
  

COMPUTER SET UP AND MAINTENANCE: 20% of position requirements

• Perform set-up and maintenance for individual workstations, printers and peripherals.
• Install routers, hubs and switches and other network hardware.
• Maintain asset management software.
  
  

SOFTWARE SUPPORT: 15% of position requirements

• Troubleshoot software issues of 3rd party and custom built software packages (includes: Office, SAP, many internally developed programs).
• Assist Software Developers with testing and implementing of new software and updates to existing software.
• Prepares reference for users by writing operating instructions.
  
  

IV. Additional Task And Responsibilities

• Maintains historical records by documenting hardware and software changes and revisions.
• Primarily responsible for purchase requisition process, quoting, submitting and following up with purchasing, and receiving.
• Other Duties and Projects as assigned
  
  

V. Skills, Intellectual Demands and Job Requirements:

EDUCATION AND FORMAL TRAINING:

• Minimum of Associates Degree in Computer related field or 5+ years of Technical support experience required
  
  

KNOWLEDGE, SKILLS AND ABILITY:

• General Hardware and Network troubleshooting skills a must.
• Experience with Windows Server Domain environment.
• Must be familiar with general networking concepts.
• Computer skills, including Windows Server 2016/2019, Microsoft Windows 10/11, and Office 365.
• Knowledge of Macintosh and Linux systems a plus.
  
  

INTELLECTUAL DEMANDS:

• Must be approachable and responsive to a variety of cross-functional teams and issues.
• Must be able to act independently to resolve problems, handle conflict and make effective decisions under pressure.
• Able to effectively present information and respond to questions from groups of employees, peers, and vendors.
• Excellent attention to detail and follows through with communication and a sense of urgency for deadlines.
• Organizational skills and ability to prioritize.
• Ability to “multitask” while reassessing priorities on a continual basis.
• Effective written and verbal communication skills.