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IT Support Specialist

United States·Jacksonvillemid

Customer Support SpecialistCustomer

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Quick Summary

Overview

At IEM, we’re not just building innovative electrical distribution systems, we’re shaping the future. IEM is dedicated to delivering world-class solutions for complex power needs. After 75 years,

Technical Tools

Customer Support SpecialistCustomer

At IEM, we’re not just building innovative electrical distribution systems, we’re shaping the future. IEM is dedicated to delivering world-class solutions for complex power needs. After 75 years, we continue to push the boundaries of what’s possible. Whether you’re an experienced professional or just starting out, you’ll have the opportunity to contribute, grow, and make a lasting impact on industries that power the world’s most dynamic markets.

We are looking for a proactive and customer-oriented IT Support Specialist to join our IT team. In this role, you will be responsible for providing timely Level 1 and Level 2 technical support to internal users, ensuring that hardware, software, and network issues are resolved efficiently.

Responsibilities

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→Supporting various applications used by employees, troubleshoot PC-related problems, and assist with network connectivity involving regular deskside support for laptops, printers, scanners, and other peripheral devices.
→Responding to service desk tickets in accordance with established SLAs, including acknowledging VP-level tickets within 15 minutes.
→Closely working with internal teams to resolve issues quickly and consistently exceed SLA expectations.
→Providing exceptional customer service.
→Prioritizing user satisfaction in every interaction.
→Documenting issues, resolutions, and updates in our ticketing system to ensure transparency and continuous improvement.

This position will not directly or indirectly supervise others on the team.

Requirements

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3+ years of experience in desktop or IT support, with hands-on exposure to Level 1 and Level 2 troubleshooting.
Proficiency in supporting Windows-based PCs, including hardware diagnostics and software troubleshooting.
Experience with application support for internal business users, including installation, configuration, and issue resolution.
Basic networking knowledge, including IP configuration, connectivity troubleshooting, and familiarity with LAN/WAN environments.
Strong deskside support skills, with the ability to troubleshoot and maintain laptops, printers, scanners, and other peripherals.
Familiarity with ticketing systems (e.g., ServiceNow, Jira) and experience documenting technical issues and resolutions.
Ability to meet SLA requirements, including rapid response to high-priority tickets (e.g., VP-level within 15 minutes).
Excellent communication and customer service skills, with a user-first mindset and a calm, professional demeanor under pressure.

Nice to Have

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Familiarity with Jira or ServiceNow ticketing system

This position will be based in Jacksonville, FL and will require up to 10% travel to IEM sites to support deployments and project activities and for other related activities.

What We Offer

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At IEM, you’ll join a team that powers some of the world’s most ambitious projects. We’re engineers, makers, and problem-solvers who thrive on tackling complex challenges and delivering solutions that keep industries moving forward. If you’re driven, collaborative, and ready to make an impact, we’d love to hear from you. Your creativity and passion can help us achieve great things—come be part of the journey.

Learn more about IEM at https://www.iemfg.com

We offer comprehensive and competitive benefits package designed to support our employees' well-being, growth, and long-term success. View a snapshot of our benefits at https://www.iemfg.com/careers

Beware of recruiting scams. IEM never charges candidates fees, and all recruiter emails come from an @iemfg.com address. If you suspect fraudulent activity, do not share personal information and report it to us at iemfg.com/contact

IEM does not discriminate against any applicant based on any characteristic protected by law.

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