Help Desk Support Specialist - Sofidel America Corp.

Sofidel America of Haines City, FL is seeking an IT Help Desk Support Specialist. We are searching for a candidate that is local to the area and is looking for a long-term role in a stable environment with opportunity for growth. Your expertise will make you an important part of our team!

A successful IT Support Specialist will be results driven and able to continuously improve the level of support given to both our corporate office and our plants. They will ensure superior customer service and continuously exceed expectations by ensuring that accurate resolutions are made to tickets promptly.

Position Responsibilities:

• Provide tier 1-2 support for all user requests, Assists Systems or Network Admin for some tier 3 requests.
• Troubleshoot networks, systems, and applications to identify and correct malfunctions and other operational difficulties.
• Assist Systems Admin in Windows Azure cloud Endpoint protection and some server administration.
• Assist Network Admin in Cisco and HP network administration.
• Maintain documentation of project progress; work with other contributors on project teams.
• Resolve problems or escalate to management as appropriate.
• Receive and approves work orders for the installation and setup of hardware and software components to establish and maintain computer operations.
• Replace components, interact with vendors, and place orders for approved supplies.
• Maintain helpdesk requests and keeps customers updated on requests until completed.
• Responsible for all local hardware inventory, replacement, and maintenance.
• Manufacturing Automation systems support. Assists Automation technicians in troubleshooting PLC, switch, and VPN network devices to ensure proper operation and connectivity.
• Respond to the emergency line when scheduled.
• Perform post-resolution follow-ups to help requests.
• Help maintain and support the corporate network.
• Develop help sheets and knowledge base articles for end users.
• Perform related duties consistent with the scope and intent of the position.

What's in it for you?

• Competitive Compensation
• Professional and safe work environment
• Employee referral bonus
• Retention Bonus
• 401(k) Match
• Financial Advisor
• Dental Insurance
• Health insurance
• Vision insurance
• Professional training and development
• Paid vacation

Position Requirements:

• A Bachelor’s Degree in Information Technology or a related field is preferred, and/or one (1) to three (3) years of experience in an IT support role is required.
• Knowledge of basic computer hardware with the ability to use MIBs’ spreadsheets.
• Experience with desktop operating systems including Windows XP and newer, Mac OSX
• Application support experience is preferred.
• Knowledge of Wireless Networks, Palo Alto, VMware, and Cisco Voice/Network troubleshooting.
• Knowledge of Microsoft Active Directory including policies.
• Demonstrated ability to provide instructional training to staff with all levels of ability.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.

Equal Opportunity Employer:

Sofidel America is an equal opportunity employer. Sofidel America is committed to the spirit and letter of all federal, state, and local laws and regulations about equal opportunity.