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Form of workPosition Summary:
The IT Support Specialist works under the direction of the Chief Operating Officer. The owner of the position oversees the MacOS IT infrastructure (hardware- and software), network, and telephone system (VoIP and iOS devices) for d&b in the Americas and offers continuous user support. They maintain a constant dialogue and close collaboration with the headquarters IT department in Backnang, Germany (“HQ”) to ensure that existing and new IT processes and infrastructure initiatives are aligned with global standards. The IT Support Specialist provides first-level support to various user groups in the d&b offices located in Asheville, NC, and Signal Hill, CA, but also to remote staff members. They manage the implementation of both new hardware and new software standards in the Americas, ensure company security standards, and collaborate as the US Group’s sparring partner and project rollout liaison for the headquarters IT team on special projects. This position is based at the main office in Asheville, NC.
Job duties I/II: installation and operation of IT infrastructure; first-level support
- Ensure operational readiness and availability of the company's MacOS IT infrastructure.
- Installation, configuration, and maintenance of computer hardware, software, networks, printers, and scanners.
- Provision of technical support across the company in a timely manner in person or remotely over the phone or via video conference to service issues and requests. Error analysis and removal of hardware and software malfunctions.
- Supports the Human Resources department with onboarding, offboarding, and employee change processes. Timely ordering and setup of IT hardware- and software in close collaboration with involved HQ departments.
- Repairing and replacing IT equipment. Set up user accounts, reset forgotten passwords, and coordinate with HQ as necessary.
- Maintain IT equipment inventory.
- Assist with company meetings/functions that require the use of existing AV infrastructure (audio, video conferencing, webcasting, visual display or projection, and control system).
- Management of the telephone system (VoIP and iOS devices).
Job duties II/II: administration and project management
- Ongoing monitoring and development of the IT system landscape in consultation with the HQ IT team.
- Ensure operational readiness and availability of all system components by means such as backup, redundancy, and creation and testing of emergency concepts.
- Develop new strategies and IT procedures to increase efficiency, enhance workflow, and improve overall IT processes.
- Ensure data security of the company’s network and end-user devices.
- Planning and realization of rollouts of new IT concepts like software platforms. Acting as a sparring partner to the HQ IT department to implement global initiatives in the Americas territory.
- Selection and coordination of 3rd party IT service providers to support specific projects and initiatives.
- Offer suggestions for possible system upgrades, improvements, and changes within the IT department.
Skills and Abilities:
- Discreet and trustful work ethic.
- Strong time management and multitasking skills.
- Attention to detail.
- Excellent interpersonal and communication skills.
- Ability to convey complex technical concepts to non-technical audiences.
- Ability to guide and educate colleagues through solutions.
- Self-directed and motivated.
- Customer focused.
- Problem-solver.
- Valid driver’s license and insurance.
Physical demands:
- Lift items up to 30 lbs
Education and experience:
- Education level: Bachelor’s degree in Computer Science, Engineering, or Information Technology preferred.
- 3 to 5 years of professional work experience in an IT support/network administration environment.
- Must have solid experience in a MacOS environment, including support processes.
- Apple Certified Support Professional or similar certification is a plus.
Position type/ expected hours of work:
This is a full-time, exempt position. Up to 25% of travel is expected (domestic and international), and evening and weekend work may be required as job duties demand, especially during company events.
