Xpress Global Systems (XGS) is the best-in-class service provider in the nationwide transportation of floorcovering. We provide a broad range of services including LTL, Truckload, Return Management, Warehousing, Cutting, and Fulfillment for our valued customers. Our success is built on core values, centered around People, Culture, and Service. 

The IT Systems Support Specialist role will be responsible for determining support requirements, installing, operating, and troubleshooting IT equipment and systems. Additionally, the IT Systems Support Specialist will assist with inventory management and recommend organizational improvements.

Strategy & Planning

• Establish (or refresh) policies and procedures for tracking the sign-in and sign-out of mobile assets, such as laptops, tablets, and other devices.
• Explore opportunities for maximizing or exploiting unused or partially used IT assets to achieve full efficiency and ROI from company resources.

Acquisition & Deployment

• Investigate equipment or software under consideration to determine ROI and total cost of ownership throughout product lifecycle.

Operational Management

• Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.
• Prioritize incidents and service requests according to defined processes to meet defined SLAs.
• Enter all software and hardware serial numbers or identification tags into asset management system and ensure information is up-to-date, accurate, and auditable.
• Perform inventories and usage monitoring of all IT assets and record all findings, changes, physical location, and incidences of support.
• Research industry best practices and compare against the organization’s practices to establish benchmarks for managing IT assets.
• Determine support requirements for the location, including assessing IT equipment needs and recommending appropriate systems.
• Devise installation procedures and ensure the proper operation of IT equipment and systems.
• Assist in updating inventory records for technology equipment at assigned sites, including identifying the location of IT equipment and equipment issued to staff.
• Install, test, configure, monitor, operate, troubleshoot, maintain, and upgrade IT systems hardware and software.
• Ability to participate in after-hours upgrades, troubleshooting, and/or on-call availability as needed.
  
  

Position Requirements

Formal Education & Certification

• Associates Degree in Information Technology and two years equivalent work experience required.
• CompTIA A+, Network+, ITIL and/or current Microsoft certifications are preferred, with an expectation of continued professional development and certification attainment.

Knowledge & Experience

• Knowledge of advanced computer hardware, including PC desktops, laptops, VOIP.
• Experience with desktop and server operating systems, including Windows 11 Professional/Enterprise and Microsoft Server 2019.
• Extensive application support experience with Microsoft Office, anti-virus software, Mimecast®, and Zultys.
• Working knowledge of a range of management and diagnostic utilities, including ManageEngine, PDQ, and PRTG.
• Experience working in an ITIL-focused environment and working knowledge of ITIL principles and processes.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on requirements gathering and troubleshooting skills.
• Strong documentation skills.
• Fluent English language skills.
  
  

Personal Attributes

• Ability to conduct research into a wide range of computing issues is required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly, business-friendly, and technical language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.
• Is expected to use discretion, have good judgment, prioritization, organizational or management ability, initiative, and the ability to work independently.
• Must be able to prioritize tasks, have strong organizational skills, and be customer service oriented.
• Able to travel 15-25%

Work Conditions

• Sitting for extended periods of time.
• Occasionally stoop, kneel or crouch
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals.
• Consistently maintains excellent personal attendance records.
• Frequently lift objects weighing up to 30 pounds.
• Correctable vision and hearing.
• Clear and understandable speaking voice for the purposes of telephone communication.

XGS work environment...

Most work is conducted in an office environment. 

This job description is not intended to be all-inclusive, and the employee will also perform other reasonably related business duties as assigned by immediate supervisor and other management as required. XGS reserves the right to revise or change duties as the need arises. This job description does not constitute a written or implied contract of employment.