IT Support Specialist (Information Technology)

The Company:

Founded in 1978, Cabot Hosiery Mills is an American manufacturer of premium socks with uncompromised comfort, durability, and fit. With a family of brands including Darn Tough Vermont, Wide Open, and Cabot & Sons, our mission is to make the world's best socks, in Vermont, USA, and back them with our Unconditional Lifetime Guarantee. We are family owned, three generations strong, and have yet to produce our best sock.

Job Summary:

As we continue to scale one of the fastest growing apparel brands, we are seeking an employee that can assist our users with their technical support needs. This position requires working with the users of the technology to give the users the tools to better do their job. The IT Support Specialist must provide a top level of customer support for our users.

Key Responsibilities:

• This individual is responsible for providing technical assistance to computer users throughout the organization
• Answer user inquiries and/or respond to helpdesk tickets regarding computer software or hardware operation issues to resolve problems using problem solving skills, available resources and/or by connecting with subject matter experts within the organization
• Set up equipment for employee use, performing or ensuring proper installation of hardware, operating systems, software, networking and security services
• Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications
• Respond to Information Technology Security alerts resolving issues including software vulnerabilities requiring updates or user actions taken that needs to be reviewed or remediated
• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support
• Develop training materials and procedures, or train users in the proper use of hardware or software through documentation and communication for employees
• Confer with staff, supervisors, users, and management to establish requirements for new systems or modifications to existing systems
• Provide excellent customer support for our users including maintenance for printers, conference room equipment, desktop, laptops and networking so that all devices are working and ready for employee use
• Collection of information about support requests, performing the steps that are required to resolve the issues, escalating issues that cannot immediately be resolved by clearly communicating with the members of the escalation teams, monitoring the issue post escalation on behalf of the requestor following up with the escalation teams if needed. Clear and timely communication to the requestor with resolutions or updates on the issues.
• Work with the IT team to manage and maintain all computer systems including but not limited to laptops, desktops, PCs, Macs, printers and networking devices. display screens and conference room equipment
• Clear documentation of problem resolution
• Coordinate and communicate with third-party IT vendors and suppliers as needed

Qualifications:

• A technical college degree and/or a demonstrated history of IT experience or knowledge is required.  2-5 years experience in an Information Technology role preferred
• Experience in a user support role within a manufacturing setting preferred
• Experience with a customer service role a plus and excellent customer service skills are required. The candidate must not work only with the technology, the role must work with the people that use the technology
• Experience with Microsoft's Office365 , Mac OS, Windows 10/11, Microsoft 365 Office Suite, networking devices, IT security software and cloud hosted applications all preferred

Working Conditions:

• Manufacturing environment – exposure to machinery, noise and other adverse conditions for periods of time
• Ability to lift at least 30lbs
• Flexible nature to manage competing and changing priorities
• Travel locally to all of the organization's sites and locations

This job description should not be interpreted to be a complete list of all the duties, qualifications and responsibilities performed by the jobholder.  To maintain organizational flexibility, the organization has the discretion to add, drop or change at any time the duties, responsibilities and expectations of this position. This job description does not constitute an offer of employment, continuous employment or an employment contract. Reasonable accommodations will be considered to enable individuals with disabilities to perform the essential functions of this position.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. IT