IT Customer Support Specialist (Finance)

We are excited to welcome an IT Customer Support Specialist to our team! Join us in our mission to rid the world of rubber waste!

Summary: The Customer Support Specialist is responsible for providing initial end-user IT support for all company personnel. The position supports solutions and services from all areas of IT that drive innovation, enable business processes, solve business problems, and scales to growth. The Customer Support Specialist is focused on customer service, participates in value-added activities, and supports the business to drive Ecore's continued success.

Pay Range: $61,000 - $77,000/annually

Principal Duties and Responsibilities:

• Provide day-to-day IT support for internal customers, building trust and rapport through excellent service to the business; collaborate with internal IT teams to address customer feedback, resolve issues, and ensure the smooth delivery of services; document and execute repeatable tasks for systems and applications throughout the environment.
• Provide technical leadership to IT team by providing Tier 1 and 2 end-user support on all reported issues; document and track incidents and requests thoroughly; prioritize, respond to, and solve all requests in a timely and service-oriented manner; provide guidance through problem-solving skills to customers with a customer service mindset; provide excellent service to the business.
• Determine root cause of incidents and offer preventative solutions; proactively communicate issues and solutions with team and end users; escalate to next level IT for support after root cause analysis completed or if skill set prevents resolution.
• Execute appropriate and timely actions based on monitoring alerts; adhere to security protocols in all areas in compliance with industry-standard frameworks.
• Adhere to Digital Safety and Security plans, including digital privacy compliance.
• Work within ITIL/Service Management discipline; document and sustain ITIL/ITSM best practices; develop and conduct various training sessions to IT team based on best practices; participate in Change Control process and represent individual changes initiated.
• Collaborate, and execute on business requirements. Execute solutions that enable the company's growth and evolution.
• Execute Hardware and Technology Refresh plans; support health of digital environments through technology refresh plans, such as upgrades.
• Collaborate and execute on IT business projects that enable the company's growth and evolution.
• Support cloud computer services; network & telecom services; client services, including software, cloud and on-premise systems and applications, identity, and collaboration capabilities; integration and database services; disaster recovery plans.
• Comply with Asset and License services, Print Services, & Mobile Device services.
• Collaborate and execute on projects that engage technical and business resources; engage in the prioritization and resource planning of IT initiatives.
• Collaborate and execute functional and technical roadmaps with associated topologies, business capabilities, and benefits; execute on Merger & Acquisition strategies.
• Collaborate and execute on IT solutions to business problems and value-added initiatives on the Project Portfolio driving innovation for the company.
• Support IT Supplier Management Office policies and practices; collaborate with all vendors and contractors performing IT services work.
• Adherence to budgeting and forecasting process for both operating and capital budgets.
• Participate in 24 X 7 on-call rotation.

Knowledge, Skills and Abilities Required:

• Associate's degree or equivalent years of experience required, Bachelor's degree in Information Technology, Computer Science, or related field preferred.
• 1-3 years of IT Tier 1 or Tier 2 support experience demonstrating technical expertise.
• Experience supporting the following platforms: Microsoft 365/Office suite, Microsoft Teams, Epicor Kinetic, Salesforce, Microsoft Windows OS, Intune.
• Familiarity with supporting the following networking technologies: Cisco Switches, Meraki AP's.
• Experience with hardware support across computing devices and printers.
• Manufacturing technology experience preferred.
• Propensity towards scripting and coding skills preferred.
• Insatiable desire to learn, stay current, and apply in business and manufacturing setting.
• Demonstrated ability to understand company vision and strategy, IT strategy, and support and facilitate change.
• Build relationships with business partners and communicates in a manner understandable to audience and with customer service orientation.
• Excellent communication skills, both written and verbal.
• Detail-oriented, excellent time management skills, and the ability to see the "big picture"
• Demonstrates ability to meet commitments, including delivering quality solutions at/or below cost.
• Ability to facilitate change management in the fast pace of technology.
• Familiarity with ITIL/Service Management.
• Project management skills preferred; familiarity with Lean and/or Six Sigma principles preferred.
• Ability to work remotely if necessary.
• Participate in 24 X 7 on-call rotation: ability to work on weekends in response to business needs.
• Ability to travel as needed to company locations or conferences.

What we offer you:

• Competitive medical, dental, vision, and prescription insurance coverage
• 401k with a company match
• Earn PTO hours immediately
• Tuition reimbursement
• Opportunities for development
• 8-minute walk to eco-friendly public transportation from Red Rose Transit Authority

Ecore International is an equal opportunity employer (Minorities/Females/Disabled/Veterans). We recruit, employ, train, compensate, and promote without regard to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, disability, veteran status, or any other basis protected by applicable federal, state or local law.

NOTICE TO PROSPECTIVE APPLICANTS Ecore International and its subsidiaries participate in the E-Verify program. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. This employer will provide the Social Security Administration (SSA) and/or the Department of Homeland Security (DHS) with information from each new employee's Form I-9 to confirm work authorization. If, after an applicant has been extended and accepted an offer of employment, the Government cannot confirm that you are authorized to work, this employer is required to provide you written instructions and an opportunity to contact SSA and/or DHS before taking adverse action against you, including withdrawal of the offer of employment or terminating your employment. Employers may not use E-Verify to pre-screen job applicants or to re-verify current employees and may not limit or influence the choice of documents presented for use on the Form I-9. In order to determine whether Form I-9 documentation is valid, this employer may use E-Verify's photo screening tool to match the photograph appearing on some permanent resident and employment authorization cards with the official U.S. Citizenship and Immigration Services' (USCIS) photograph.