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IT Support Specialist

New England Money Handling Systems, Inc.
Full Time
Hopkinton, MA 01748
$25 - $35 an hour
Posted Today
Job description

Job Title: IT Support Specialist

Summary: Responsible for resolving customer queries, recommending solutions, and guiding users through features and functionalities. Also responsible in playing a key role in internal IT and system support. Setup and configuration of ATM/ITMs.

Duties and Responsibilities:

· Product Technical Support Specialist is a member of the product specialist team, which provides technical expertise to the Service delivery teams.

· Respond quickly and effectively to request for assistance from Service team members and supporting service operations.

· Maintain a high level of knowledge on the products, data, and markets supported.

· Take ownership of escalated issues and manage product/service outages.

· Identifying customer needs and help customers use specific features.

· Respond to customer queries in a timely and accurate way, via phone or email.

· Update our internal databases with information about technical issues and useful discussions with customers.

· Follow up with customers to ensure their technical issues are resolved.

· ATM/ITM Software Installation and hardware preparation.

· IT Related

o Set up workstations with computers and necessary peripheral devices (routers, printers etc.)

o Technical support to company staff and troubleshooting computer problems.

o Install and update company software and hardware as needed.

o Install and configure appropriate software and functions according to specifications.

o Develop and maintain local networks in ways that optimize performance.

o Ensure security and privacy of networks and computer systems.

o Provide orientation and guidance to users on how to operate new software and computer equipment.

o Organize and schedule upgrades and maintenance without deterring others from completing their work.

o Perform troubleshooting to diagnose and resolve problems (repair or replace parts, debugging etc.).

o Identify computer or network equipment shortages.

· 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.

· Ability to work full-time.

· Ability to effectively communicate through Microsoft Outlook and other company platforms.

· Ability to maintain hardware and software competencies.

· Ability to work independently and meet customer deadlines.

· Ability to read, analyze, and interpret documents such as help desk software and remote support tools.

· Excellent problem-solving skills.

· Multi-tasking abilities.

· Ability to communicate effectively with customers.

· Ability to deal with and solve problems involving several variables in different situations.

· Ability to effectively use help desk software.

· Patience when handling tough cases.

· Proven experience as IT Technician or equivalent.

· In depth understanding of diverse computer systems and networks.

· Good knowledge of internet security and data privacy principles.

Education/Experience:

· High School diploma or general education degree (GED).

· Associates degree or higher preferred.

· Two to four years related IT experience and/or training; or equivalent combination of education and experience.

· Cash Automation industry experience with vendors including Glory, NCR, etc. a plus but not required.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The Technical Support Specialist must be able to work both remotely at customer locations and occasionally at the main office workshop. The noise level in the work environment is usually moderate.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential functions of this position include driving several hours per day, carrying, and lifting tools, parts, and equipment weighing up to 50 lbs. While performing the duties of this job, the employee is regularly required to sit and work efficiently on the computer. It may encompass walking, crouching, kneeling, lifting, and traveling out to meet up with various technicians to observe their day.

Job Type: Full-time

Pay: $25.00 - $35.00 per hour

Benefits:

  • 401(k)
  • Dental insurance
  • Flexible spending account
  • Health insurance
  • Paid time off
  • Referral program
  • Retirement plan
  • Vision insurance

Schedule:

  • 8 hour shift

Supplemental pay types:

  • Bonus pay

Education:

  • Bachelor's (Preferred)

Work Location: One location

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