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Posted: Sunday, January 7, 2018 9:00 PM

About us: Since 1962, Southern Industrial has helped install and maintain the manufacturing and industrial base that has fueled growth across the Southeast.

We have grown from a Carolinas-based crane and rigging company into the leading provider of turn-key industrial construction and plant maintenance services in the Southeast.

As part of EMCOR Group, Southern Industrial's ability to serve our customers is enhanced by EMCOR's financial strength and national presence.

Job Title: IT Helpdesk Support Specialist

Job Summary: Assists Operations Personnel and Field Supervision by providing first-line support and troubleshooting assistance for our custom Field Data Capture (FDC) application, as well as other IT related assistance.

Essential Duties & Responsibilities:

* Fields incoming FDC help requests from users via email, telephone and in-person in a timely, courteous manner.

* Provides end-user training for FDC application to Project Managers and Field Supervision.

* Performs initial set-up and issuance of FDC iPads.

* Issues support tickets as required.

* Ensures prompt response to and full resolution of all end-user support requests.

* Creates and publishes FDC SOPs/User manual with the assistance of FDC Project Management team.

* Submits FDC bugs to application developer.

* Prioritizes, manages and ensures overall resolution of submitted bugs.

* Assists with testing of development versions of FDC application and provides thorough feedback to FDC Project Management Team

* Escalates issues quickly and efficiently in order to solve problems.

* Uses problem solving abilities to handle multiple issues simultaneously.

* Performs support either remotely or at the user's location to resolve problems using basic troubleshooting and technical skills.

* Understands and follows defined standard operating procedures.

* Maintains a thorough understanding of the organization's Core Focus and Values.

* Travels to other branches/jobsites throughout the Southeast as necessary (roughly 5-10% overnight travel).

* Other duties as assigned.


* Knowledge of principles and operations of computer systems and related peripheral equipment.

* Ability to analyze and troubleshoot user's problems via the telephone.

* Ability to maintain knowledge of current technology and able to learn new technology.

* Ability to communicate professionally, accurately and effectively in both verbal and written, as well as on the telephone.

* Ability to understand and respond to user questions in an effective and courteous manner.

* Proficiency with operating systems, including Windows 10

* Proficiency in the operation and use of personal computers, utilizing word processing, spreadsheet, and database management software programs (e.g., Microsoft Office Suite, Word, Excel, Access, PowerPoint, etc.), the Internet browser, websites and e-mail systems.

* Possess advanced knowledge and understanding of networking and personal computer hardware.

* Strong customer relationship skills and experience.

* Relies on experience and judgment to plan and accomplish goals.

* Completion of an Associate's Degree from an accredited college in computer science, computer information systems or a related field; or an equivalent combination of training and relevant work experience.

We offer our employees a competitive salary and comprehensive benefits package and are always looking for individuals with the talent and skills required to contribute to our continued growth and success. EOE M/F/Vet/Disabled


Associated topics: assistant, client support, customer support, desk, edi, excel, information technology support, support, technical support specialist, troubleshoot


• Location: Raleigh / Durham

• Post ID: 57206842 raleigh is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2018