Technical Support Specialist

Berks Homes has been successfully building homes for close to 50 years. Our story began with a 19-year-old kid buying a nail gun and an air compressor in a diner parking lot. We've come a long way since then, but these humble beginnings serve as a reminder that we all have to start somewhere. And that start created the foundation of who we are today. We believe in a few simple truths... life is meant to be enjoyed through hard work, surrounding yourself with great people, and intentional times of rest. Our mission is to create lasting relationships by earning the trust of those we serve. We do this by hiring individuals who are never satisfied with the status quo and are proactive in their service to others.

Ready to start your career in IT to learn and grow in a dynamic expanding organization? Join us at Berk Homes and start your story here as a Technical Support Specialist! Under the direction of the Lead Technical Support Specialist, the Technical Support Specialist assists with supporting and replacing information technology related services and systems. The Technical Support Specialist responds to requests from the help desk system with a high degree of excellence in customer and technical support. This individual maintains strict cyber-security protocols and pursues relevant security advancements.

ESSENTIAL FUNCTIONS:

• Initial contact for all internal customer technical support queries contained within IT

• Facilitates training for internal customers on customer facing equipment and boxed applications

• Escalates appropriate technical support queries to third party support

• Supports all remote and regional office employees and equipment

• Responds to service requests in a timely manner and ensures exceptional customer service

• Participates in fixes and updates to all systems and services ensuring minimal customer impact

• Analyzes issues, helps diagnose root causes, and implements appropriate fixes for all internal devices

• Monitors and maintains equipment environments

• Suggests improvements to internal support procedures

• Actively monitors and escalates potential IT security events and provides relevant information

• Monitors security infrastructure and policies

• Assists in the maintenance of Active Directory user accounts, security permissions, group memberships and group policies

• Performs hardware and software installs

• Assists with implementation and maintenance of security infrastructure and policies

• Assists with the setup of network system users and installation and upgrades to application software

• Assists in providing general systems administration tasks including system configuration management

• Participates in recommending boxed software, hardware and IT services with maximum cost effectiveness and quality in mind

• Assists in maintaining licensing agreements for all Berks Homes software

• Cooperatively manages warranty and maintenance agreements for IT systems and services Cooperatively develops and maintains a comprehensive IT Department equipment inventory, including individual equipment hand-receipts

• Assists with establishing and maintaining detailed documentation for all processes and procedures used to create, enhance, or maintain all IT systems

• Stays current on technology trends, new technologies and learns new technology products as needed

• Additional duties as assigned

• Associates Degree in Computer Science preferred

• Minimum of 1 year experience in a technical IT role in a Windows Server/Windows environment required

• Proficiency in Microsoft Office including Word, Excel, Outlook, Access, and OneNote preferred

• Basic familiarity of programming languages, with an emphasis on interpreted dynamically typed languages like PowerShell and Windows batch language (used in CMD commands) preferred

• General knowledge of computer troubleshooting required

• General knowledge of Windows Server based systems, features and roles including print server, file role, web role, application role, domain controller, certificate authority, proxy, DHCP, DNS, IIS, Active Directory, licensing server and RDS preferred

• Basic familiarity with business network topology is a plus

• Ability to work independently and in a team environment required

• Ability to manage and prioritize tasks and projects required

• Aptitude for detail-oriented work required

• Excellent analytical and problem-solving skills required

• Excellent customer service skills required

• Efficiently navigates through expanding and changing business landscapes preferred

• Demonstrated ability to maintain a high level of confidentiality as it relates to confidential company and employee information required

• Knowledge of Network hardware and software (firewalls, switches, routers) preferred

• Excellent written and verbal communication skills; with the ability to effectively interact with all levels within the company preferred

• Travels to regional offices as needed

• Current, valid driver's license required

WORKING CONDITIONS:

• Work week is Monday through Friday, days, with occasional evening or weekend hours when required.

• The candidate is expected to work consistent hours and to seldom be absent from work.

• This position requires travel between Berks New Homes' offices and regions.

PHYSICAL REQUIREMENTS:

• Primarily seated. At times, this position may require bending, squatting, kneeling, standing, walking, reaching, pushing, and pulling. Occasionally, there may be lifting up to 50 pounds.

• Frequently, you must be able to read and comprehend, write effectively and professionally, perform analysis and calculations, construct detailed spreadsheets, and orally communicate with all levels within the organization.

• The main equipment/machinery used is the computer, telephone, printer, and scanner.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.