IT EXPERIENCE & SUPPORT SPECIALIST

As an IT Experience & Support Specialist at Prayon, the individual will play a vital role in ensuring employees have a seamless and efficient IT experience.  As the first point of contact for IT issues, they will provide exceptional support and promptly resolve technical problems.  Their efforts will be key to maintaining high levels of employee satisfaction and productivity by ensuring all IT systems and applications operate optimally.

ESSENTIAL RESPONSIBILITIES & FUNCTIONS  include the following, others may be assigned.

• Provide first-level support for hardware, software, and network-related issues.
• Diagnose and troubleshoot technical problems, escalating complex issues to the appropriate teams.
• Assist with setting up, configuring, and maintaining computer systems, peripherals, and software applications.
• Deliver outstanding customer service and employee support, ensuring a positive IT experience.
• Conduct regular user check-ins to gather feedback and proactively address IT concerns.
• Develop and deliver training sessions and documentation to enhance users’ technical knowledge and skills.
• Manage user accounts, permissions, and access controls per company policies.
• Perform routine system maintenance, updates, and backups to ensure system reliability and security.
• Monitor IT systems and networks to identify and resolve potential issues proactively.
• Collaborate with other IT team members to ensure smooth operations and timely issue resolution.
• Communicate effectively with non-technical staff to understand their IT needs and provide appropriate solutions.
• Document support activities, solutions, and procedures for future reference.
• Participate in IT projects, contributing technical expertise and support as needed.
• Assist in the implementation and rollout of new technologies and systems.
• Stay updated on industry trends and emerging technologies to suggest improvements and innovations.
• International and domestic travel maybe required

SUPERVISORY RESPONSIBILITIES & FUNCTIONS
This is a non-supervisory position.
Direct Report Job Titles:  
None

Qualifications

REQUIREMENTS
Minimum
Education:  High School Diploma or equivalent
Experience:  2+ years of experience in Information Technology in the relevant roles; Proven experience in an IT support or help desk role with Microsoft Operating Systems.; Strong technical knowledge of computer systems, networks, and software applications; Excellent problem-solving and troubleshooting skills; Extensive knowledge of personal computers and software applications, including Excel, Word, Internet, telephone systems and voice mail systems.

Preferred
Education:  Associate’s degree in computer science or technology
Experience:  Three or more years of work experience in network administration, Microsoft operating systems, switches, servers, Lotus Notes, and SAP Basis function.  Familiarity with ITIL or other IT service management frameworks is a plus.
Certificates, Licenses, Registrations:  Relevant certifications (e.g., CompTIA A+, Microsoft Certified IT Professional) are

LANGUAGE SKILLS
Reading/comprehension, speaking and writing at required education equivalency level.  Ability to read, analyze and interpret general business correspondence, technical/product information, policies/procedures or government regulations.  Ability to complete written forms and write routine to complex procedures, reports and correspondence.  Ability to effectively present information and respond to questions in a group or individual setting in an efficient professional manner.

MATHEMATICAL SKILLS 
Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals.  Ability to compute rate, ratio and percent.

COMPUTER SKILLS
Strong functional and operational knowledge as defined above.  Also, above average proficiency with Microsoft Office software: particularly Word, Excel and PowerPoint.

COMPLEXITY
The work includes a broad range of complexities, which are inherent to computerized systems.  To effectively correct these complexities, remedies include many different and unrelated processes and methods be applied to a broad range of activities and/or substantial depth of analysis within a particular area.

PHYSICAL DEMANDS
The work requires both sedentary and limited physical exertion to include sitting; walking; standing; bending; traversing stairs; carrying of light items such as papers, books or small parts; lifting up to 50lbs. Work routinely requires speaking and hearing (expression or exchanging ideas by means of spoken words and perceiving sounds by ear).

WORK ENVIRONMENT
The work environment requires normal safety precautions typical of such places as offices, meeting rooms and training rooms.  Requires use of safe work practices with office equipment, avoidance of trips and falls and observance of fire regulations.  Occasionally requires special safety precautions for work around moving parts, carts or machines and at times around irritant chemicals.  Furthermore, employee may be required to use protective gear as follows: protective clothing, masks, gowns, coats, safety shoes, boots, goggles, gloves and safety glasses or shields.