IT Support Specialist

Job Description

Quala is North America’s largest independent network of tank cleaning, maintenance, and industrial services offering comprehensive inspections, testing, and repairs for the chemical, food, and transportation industries. We service a variety of bulk containers, including Tank Trailers, IBC/ Totes containers, ISO containers, Railcars, Roll-off containers, and FRAC Tanks.

We are seeking a skilled and motivated Information Technology Support professional to join our dynamic IT support team. The ideal candidate will have a strong technical background, excellent problem-solving skills, and a customer-centric approach. This role requires a strong understanding of hardware systems, excellent troubleshooting skills, and the ability to deliver top-notch customer support.

This position is for in-office support with a focus on hardware, you will be responsible for providing technical support to end-users, with an emphasis on configuring, deploying, and maintaining hardware components.

Position Responsibilities

Deliver Level I and II technical support, resolving hardware and software issues for internal customers, providing exceptional customer service by promptly addressing inquiries and concerns with professionalism and courtesy.

Capture, update and maintain accurate records in the ticketing system.

Communicate technical information clearly to non-technical users, ensuring a positive support experience.

Establish and maintain positive relationships with internal customers, understanding their unique needs and challenges.

Configure and deploy hardware components, including desktops, laptops, printers, mobile devices, and peripherals, in alignment with internal customer requirements.

Collaborate with internal customers to assess hardware needs and recommend appropriate solutions.

Install, configure, and upgrade hardware and software components as needed.

Ensure hardware and software adherence to corporate cybersecurity policies, procedures, and standards.

Troubleshoot and diagnose complex IT problems, providing effective solutions.

Collaborate with cross-functional teams, including developers and network administrators, to ensure seamless integration of hardware solutions.

Work closely with internal customers and teams to implement and enforce hardware-related best practices.

Maintain accurate documentation of hardware configurations, deployments, and issue resolutions.

Contribute to the knowledge base with insights on hardware-related best practices.

Assist in maintaining accurate and up-to-date asset inventory.

Perform other duties and responsibilities as directed by supervisor and other department managers.

Minimum Qualifications

Degree in a related field or relative experience.

3+ years’ experience as systems support, helpdesk technician, or systems engineer in an enterprise environment.

CompTIA A+ or equivalent certification is a plus.

Excellent analytical and problems solving skills: experience troubleshooting complex systems.

Excellent oral and written communication skills

Strong knowledge of Windows-based systems.

Experience with ticketing and asset tracking systems

Ability to work in a fast-paced environment and resolve common issues quickly.

Ability to prioritize tasks; be logical, organized and work well with others.

Ability to manage timely, effective response to internal customer needs and effectively communicate project status as requested and required.

Strong interpersonal communication skills including the ability to communicate between technical and non-technical personnel.

Ability to lift and/or move up to 50 pounds.

This is a hands-on onsite position, ability to commute and work in the office five days a week is a must.

Quala offers the following Benefits:

Medical, Dental, and Vision plans

401k with generous employer match

PTO

Paid Holidays

Tuition Reimbursement

Parental Leave