IT Support Specialist

About the Company

Top Knobs and its sister brands, Watermark, Water Street Brass, and Atlas Homewares are leading manufacturers of high-end faucets for kitchen and bath and decorative knobs and pulls for kitchen cabinets. We sell to thousands of kitchen and bath dealers across the country and enjoy an outstanding reputation for quality and service. The company is large, profitable, and growing rapidly. Top Knobs is headquartered in Branchburg, New Jersey.

Our team members are valued and are encouraged to reach their full potential. We foster entrepreneurial spirit and imaginative teamwork with the freedom to act. Our company offers competitive wages, career growth opportunities, and a generous benefits package that includes PTO, paid holidays, 401K, Employee Assistance Program, medical, dental, vision, and life insurance. We are an Equal Opportunity Employer, committed to hiring a diverse and talented workforce.

About the Job

We are seeking a self-driven individual to complement our existing Information Technology team and assist with providing superior customer service to our company’s users. As the first line of defense for the IT department, it is important for the IT Support Specialist to maintain an upbeat and positive attitude, positive energy, and enthusiasm from one interaction to the next. This position will work closely with our team to resolve day-to-day issues as they arise as well as participating in department projects and goals. This position will be 5 days onsite in Branchburg, NJ.

Key Duties and Responsibilities

• Provide first-level support for all systems including software and hardware for all platforms, problem determination/isolation, analyzing problem data, escalating complex problems to the appropriate IT staff or service vendors, and communicating final resolution to users.
• Respond to telephone help desk calls and ensure all user support calls and service requests are tracked and handled or escalated in a timely manner.
• Responsible for updating incidents, service requests and relaying status updates to users.
• Provide training to users on hardware and software.
• Maintain or create documentation on systems or procedures.
• New user setup – laptop/desktop
• Monitor and report system performance issues, as necessary.
• Participate in department driven projects/goals and provide input for future department goals.
• Maintain the confidential nature of matters pertaining to employees, company records, policies, and customer lists.
• Meet or exceed defined KPI’s and objectives for user service level and system availability.
• Offer support for all end user technical needs.

Required Knowledge and Skills

• Excellent customer service skills required.
• Ability to communicate with all levels of management in a clear, friendly, and confident manner.
• Must be a team player.
• Must have a professional in demeanor and appearance.
• Must be self-motivated and be able to handle more than one function at a time by being well organized.
• Provide detailed information in our ITSM system, must be able to articulate trouble shooting steps, resolution and communicate to non-technical audiences.
• Must be able to read, write, speak, and understand English.
• Must be able to work remotely with users and teammates.

Education and Employment Experience

• IT Support Specialist must possess a high school diploma. Bachelor’s degree in CIS or CS or a minimum of 2-3 years related experience required.
• IT Certifications in Microsoft, Comp TIA, VMWare, and/or Cisco is preferred.
• Experience with the Office 365 Suite is preferred.
• Basic understanding of an ERP system
• Understand virtualization and VDI solutions, SaaS and cloud platforms.
• Experience with manufacturing and/or logistics systems is preferred.

Physical Demands/Environment

• Physically mobile with reasonable accommodations including the ability to lift up to 50 lbs., and the ability to push, pull, reach, bend, twist, stoop and stack.
• Must be able to respond calmly and make rational decisions when required.
• Must be able to tolerate environments with varying noise and temperature levels, illumination, vibration, and crowds.
• Must be able to maneuver around computer office/work areas, effectively work in high traffic areas, and respond to visual and aural cues.
• Must have the manual dexterity to operate a computer and other necessary office equipment.

Additional Information

• Occasional travel to other locations is required.

Pay: $45,000.00 - $65,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Referral program
• Tuition reimbursement
• Vision insurance

Application Question(s):

• Will you now, or at any point in the future, require sponsorship to legally work in the United States?

Work Location: In person