IT Specialist

Published: 6/14/2022

Technology

Job Description

The IT Specialist will provide technical assistance and answers to users questions, assisting users by troubleshooting problems with computer hardware or software across all locations (California, Georgia, Texas). This role is critical in ensuring the stability, security, and efficiency of IT systems that support production, logistics, and administrative functions. The IT Specialist also supports the responsible adoption of approved artificial intelligence (AI) tools by assisting users, automating appropriate routine tasks, protecting company data, and monitoring AI-enabled solutions for reliability and security.

ESSENTIAL DUTIES AND RESPONSIBILITIES (other duties may be assigned)

Install, configure, test and maintain operating systems, application software and system management tools
Manage and monitor all installed systems and infrastructure
Identifies, investigates, and resolves users problems with computer software and hardware.
Support calls, chat, email, and/or other communication from users with inquiries regarding software programming, connectivity, printing, and similar concerns.
Consults with users to determine steps and procedures taken to identify and resolve the problem.
Applies knowledge of computer software, hardware, and procedures to solve problems.
Maintain and monitor network infrastructure, including switches, routers, and wireless access points across all sites.
Ensure cybersecurity best practices are followed, including patch management, endpoint protection, and access control.
Conducting regular security audits and ensuring that systems are up-to-date with security patches.
Support and troubleshoot manufacturing-specific systems such as ERP interfaces (Kinetic)
Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions.
Conduct tests to evaluate network performance and provide network performance statistics and reports
Collaborates with other staff to research and resolve problems.
Arranges service by software or hardware vendors to repair or replace defective products.
Maintains knowledge of technology innovations and trends.
Support the evaluation, configuration, deployment, and ongoing administration of company-approved AI tools and AI-enabled features.
Provide user training and technical support for approved generative AI tools, including effective prompting, output validation, and appropriate use.
Identify opportunities to use AI and automation to improve service-desk workflows, knowledge management, reporting, documentation, and routine IT operations.
Monitor AI-enabled systems and workflows for security, accuracy, reliability, and performance, and escalate issues when human review is required.
Apply company policies for AI governance, cybersecurity, privacy, access control, data classification, and acceptable use; do not enter confidential or regulated information into unapproved AI tools.
Performs other related duties as assigned.

QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Ability to:

Excellent interpersonal and customer service skills.
Professional and pleasant telephone manner.
Ability to explain technical issues to technical and nontechnical employees and customers.
Strong analytical and problem-solving skills.
Proficient with Microsoft Office Suite or related software.
Proficient with or the ability to quickly learn an array of computer hardware and software.
Excellent verbal and written communication skills.
Working knowledge of generative AI concepts, prompt-writing techniques, output validation, and the limitations of AI-generated content.
Ability to assess AI tools for business fit, security, privacy, licensing, integration, and support requirements.
Proficient with or the ability to quickly learn an array of computer hardware and software.

EDUCATION and/or EXPERIENCE

Bachelor's degree in Information Technology, Computer Science or related field preferred.
At least three years of experience in customer technical support highly preferably in a warehouse, logistics, manufacturing, or operations environment
Hands-on experience with warehouse IT hardware: barcode scanners, label printers, PDAs, and ruggedized mobile devices
Familiarity with WMS (Warehouse Management System) platforms - ability to diagnose and resolve user-level issues
Understanding of data security requirements for device wipe and decommission including disk removal procedures
Excellent communication skills and able to explain technical issues clearly to non-technical warehouse staff
Bilingual (English + Spanish) preferred

Equal Opportunity Employer: We are an Equal Employment Opportunity (EEO) employer. We will provide a reasonable accommodation to complete the interview process upon request.

\nCompany Description

Company details and a link to our website will be provided to viable candidates at the time of screening and/or interview. Because we are conducting a confidential search, our name has been omitted. We are not an agency. This is for a direct hire position with benefits after 30 days for full-time regular positions.