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About the Role

Provide second tier technical support to the Star Group L.P. data network user community of over 2000 users across multiple sites. Support includes a Citrix environment, mobile devices, PCs, and laptops, as well as enterprise applications. Requires excellent problem-solving, listening, and communication skills. Primary coverage is first shift with scheduled off-hours and weekend support, with flexibility needed during peak periods.

Responsibilities

Process requests from the SGP user community, including evaluating and prioritizing incoming requests via telephone, voicemail, email, and in-person for hardware, software, mobile devices, Jabber, VoIP, and networking issues.
Proactively resolve issues by collaborating with users, the technology team, and/or vendors.
Achieve first call resolution and assist with root cause analysis, focusing on customer centricity.
Process all access requests, user profiles, application requests, change requests, and associated incident tickets in a timely manner, adhering to SOX & PCI compliance and company policies.
Analyze and resolve issues related to PCs, Windows Terminal, mobile devices, printers, fax machines, cabling, miscellaneous systems, and LAN/WAN.
Perform log, profile, equipment, and software audits and inventories as required.
Support technology setup for training rooms and conference rooms for classes, meetings, and presentations.
Work with telco carriers to resolve data and voice circuit issues, following up until resolution and verifying results.
Assist users with first-tier issues on wireless devices including iPhones, Androids, iPads, and handheld devices.
Perform problem trend analysis to proactively resolve recurring issues.
Close out tickets, notify users of completion, and confirm successful resolution.
Perform testing for user-related projects such as Multiview, ERP/Energy, LMS, HRIS, Mobile & Web Apps, and other internal applications, documenting results and participating in implementation teams.
Manage mobile device accounts and an enterprise mobile account with over 3000 lines.
Handle procurement and fulfillment of hardware requests, including purchasing and inventory control.

Requirements

Demonstrates character, integrity, and ethical values.
Adheres to policies regarding acceptable behavior.
Working knowledge or familiarity with Microsoft Office (Outlook, Word, Excel, Access), system monitoring tools, Solar Winds, licensing, and IT audits.
Understands the impact and importance of Sarbanes-Oxley and internal control, developing appropriate compliance skills and participating in training.
Availability to travel to Star Group sites (approximately 10%).
High School Diploma with a certificate from a 6 to 12-month Information Technology program or related experience.
Three (3) plus years of customer service experience, preferably in a technical environment.
2 years of college preferred or a technical program with a combination of three years of work experience.
Excellent written and verbal skills.

Skills

Citrix environment support
Mobile device support
PC and laptop support
Enterprise application support
Problem-solving
Listening skills
Communication skills
Hardware troubleshooting
Software troubleshooting
Jabber support
VoIP support
Networking troubleshooting
SOX & PCI adherence
LAN/WAN troubleshooting
Printer troubleshooting
Fax machine troubleshooting
Cabling troubleshooting
Wireless device support (iPhones, Androids, iPads, Handheld devices, tablets)
Mobile device account management
Hardware procurement
Inventory control
Microsoft Office (Outlook, Word, Excel, Access)
System monitoring tools
Solar Winds
Licensing
IT audits

Location

Multiple sites

Work Type

First shift coverage
Off hours support
Weekend support
On-call rotation

Experience Level

Three (3) plus years customer service experience
Three years of work experience (in combination with education)

Education Level

High School Diploma
Certificate from a 6 to 12 month Information Technology program
2 years of college preferred

Benefits

Medical coverage (F/T staff)
Dental coverage (F/T staff)
Retirement Savings
Professional development opportunities
Opportunities for advancement

About the Company

Evolving organization that built its reputation on providing customers with the best possible service.