ITSM Desktop and Hardware Support Specialist (932667)

Position Summary

This position is on-site at our Spartanburg, SC location and will not include remote work. The position reports to the Manager, ITSM Desktop and Hardware Support and is responsible for Desktop, Hardware Support and Asset Management to support the business and IT roles within Purpose Financial. This role requires the successful candidate to quickly gain an understanding of our architecture, support needs of the IT environment and liaison with other IT units to handle escalations, end-user support, event support and other responsibilities as assigned. 

Job Responsibility

Support

• Handle internal inventory in the warehouse including tracking, stacking and shipping/receiving of equipment as needed.
• Handle external inventory within the company including all asset management.
• Investigate, diagnose and repair returned equipment such as printers and laptops.
• Investigate, diagnose and resolve problems with end user hardware and software
• Respond to escalations from ITSM Service Desk and other IT teams
• Work as needed across all areas of IT Service Management when requested
• Assist all areas of IT with software changes, installations, licensing including Active Directory and Exchange Adds/Changes/Terms, etc. as needed
• Hardware/Software installs, upgrades and preventive maintenance
• LAN, Wi-fi and VPN Support
• Azure/Entra, Intune, and JAMF support
• Windows Enterprise/ MacOS/ Microsoft Application Support

Job Responsibilities Cont.

Influence  

• Take ownership of support issues and push them to resolution
• Take ownership of specific projects and push to completion
• Identify opportunities for improvement in support of end users
• Act as a liaison with other departments regarding end user hardware and software support, training and recommendations
• Manage IT department documentation

Maintain 

• Maintain documentation on technical processes
• Maintain Asset Management Database
• Perform quarterly inventory in the warehouse
• Maintain physical inventory in the warehouse

Accountability

Understand, adhere to and enforce all corporate policies including, but not limited to, Code of Ethics and Information Security Policies.

Education Required

Bachelor’s Degree or relevant experience. Industry certifications in IT hardware and software or equivalent experience. Microsoft 365, Intune, Azure/Entra, and Apple and JAMF certifications preferred.

Experience Required

4+ years experience handling hardware support. 2+ years in asset management. Break/fix experience with printers, laptops, computers a must. Experience with using an enterprise break/fix ticketing system such as Service Now. Advanced end user hardware knowledge. Advanced knowledge of Microsoft Office products, Active Directory, Windows 10/11, MacOS, PowerShell, Azure/Entra and Intune. Basic SQL knowledge.

Knowledge Required

Excellent written and verbal communications skills as would be needed to communicate in person, by phone, and through email, with the persistence in seeking resolutions in a timely effective manner. Adaptability and flexibility to changing environments. Knowledge and experience of IT Service Management. Ability to read, write, evaluate, and apply information.  Ability to interact professionally and exhibit appropriate social skills. Ability to follow and understand basic internal IT processes. Ability to understand and ensure compliance with policies, procedures, and laws governing our industry/business and products.  Ability to understand the management of enterprise systems and change tracking. Ability to quickly gain a detailed understanding of the loan processing and management systems, as well as the production and test environment infrastructure.  Ability to develop and maintain positive business relationships. Ability to be organized and good at multi-tasking.  Serve as an escalation point for the IT Service Desk, identifying incidents, trends, impact and other items as requested

Physical Requirements

Use of manual pallet jacks to move large pallets. Standing or sitting for long periods of time; walking; bending; squatting; kneeling; pushing/pulling; reaching; twisting; typing; data entry; grasping; transferring items between hands and/or to another person or receptacle; use of office equipment to include computers; ability to listen, understand, and distinguish speech and/or other sounds at all locations; driving and having access during the workday to an insured and reliable transportation; ability to travel to, be physically present at, and complete the physical requirements of the position at any assigned location.

Competencies

Travel

As needed, from 0% to 15% depending on the needs of the business

Attire

Business Casual

Other

Must be eligible to work in the USA and able to pass a background check.