Gibraltar Industries
Help Desk Specialist
Gibraltar Industries, Jacksonville, Florida, United States, 32290
P
o
sition
S
u
m
m
ar
y
Gibraltar and its subsidiaries are industry leading innovators and suppliers to a range of infrastructure, agriculture technology, solar and home service products. As part of this team, you will be an integral resource to continue our business adoption and use of leading-edge service management processes, procedures, and tools. This role will provide focused service delivery for core business processes, defining new working processes and procedures to leverage tools to support our clients across Gibraltar.
In this role you will support the mission and vision of Gibraltar by ensuring the stable operation of various components of our technical ecosystem including implementation and rollout of ITSM capabilities, adoption of AI tools, network services, data center operations, client services, and system/data security. This includes planning, installing, configuring, supporting, and optimizing computing hardware and software and associated reporting metrics.
Pr
imary
A
ccountabilities
(Essential Duties)Define and implement processes to expedite cross-business service and support for end user client populations.Provide guidance and support for adoption of robust desktop service platform.Define and implement knowledge base capabilities for customer self-service.Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.Respond to requests for technical assistance via phone, chat, or email.Coordinate and perform new user provisioning including system, connectivity, and application access.Functions as a primary point of contact, as part of the client solutions group, for end user problems and logs all customer interactions into ticketing system.Support processes and activities related to Information Technology General Controls (ITGC)Participates in continuous process and technology improvement initiatives.Analyze complex computer systems, identify problems, and develop and implement logical.
Conclusions and effective solutions.
Possesses advanced knowledge of desktop operating systems, networks, and client-server applications.Write and curate knowledge base entries for supported systems and services.Support Manufacturing warehouse technologies and software.In addition to the accountabilities listed above, individuals may perform other duties as assigned, including work in other functional areas to cover absences or relief, to equalize peak work periods or otherwise to balance the workload.
S
up
ervisory
R
esponsibilities:
None
Position Qualifications:
To perform this job successfully, an individual must be able to perform each primary accountability satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability necessary to be wildly successful. Additionally, the physical demands and the work environment typically encountered are listed below. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.
Education / Experience
(an equivalent combination of education and experience required to successfully complete the primary accountabilities is indicated below)
Degree:
Associates/Bachelor's degree, or equivalent relevant IT experience.
Major : Computer Science, Information Systems, Information Technology, or Related Field
Y
ears
of
E
x
perience : 4+ Years
A
r
ea : Information Technology
Competencies / Technical Skills
Core Competencies: Good people skills including voice-to-voice or face-to-face interaction, well rounded ability to support or work with users who may be distressed by their current technical challenges, Fostering Teamwork; Managing Performance; Building Collaborative Relationships; Customer focused; Results driven; Personal Credibility
Organizational Competencies: Continuous Improvement, Superior customer service, Continuous learning, Active listening & understanding, Attention to detail, Steadfast ethics & integrity, All-in teamwork, Open & inclusive decision making, Creative problem solving, Humble & authentic, Growth mindset, and Broad perspective.
T
echnical
S
k
i
ll
s
Windows platform OSITSM best practice implementationActive directoryDesktop management tools such as LanDesk, InTune, and othersZebra Printer SupportAdvanced troubleshootingProblem solvingDevice ProvisioningLicenses / Certifications
MS Office 365 Modern Desktop AdministratorApple Certification desiredCompTIA A+ certification, MCP certification preferredPhysical Requirements
(Approximate time spent to be included in physical demands such as walking, or bending, specific lifting requirements (lbs.) and/or other requirements such as vision or hearing.
Sits, stands, walks, bends, handles up to 50 lbs.
Work Conditions
Environment: Office Travel:
What we offer
Health & Welfare
Medical, dental, and vision insurance plans for employees and dependentsHealth care & dependent flexible spending plansFree Life and AD&D coverage with supplemental coverage optionsEmployee assistance programs focused on mental healthFinancial Wellbeing
Competitive compensationBonus opportunitiesGenerous 401(k) planFlexibility & Time Off
Paid time off, including vacation, bereavement, jury duty, sick leave, disability, holidays.Hybrid & remote work opportunities availableCommunity & Personal Development
Donation matching and time off to volunteerEducational reimbursement
About Us
Gibraltar is a leading manufacturer and supplier of products and services for North American agtech, renewable energy, residential, and infrastructure markets. By building solutions that make life better for people and the planet, Gibraltar advances the art and science of engineering, science and technology to shape the future of comfortable living, sustainable power, and productive growing.
Guided by an inclusive, values-driven culture that celebrates and rewards different perspectives, we work together to create lasting positive impact on everyone our business touches. To learn more about what makes us #GibraltarProud, visit our website: www.gibraltar1.com
Gibraltar is an Equal Employment Opportunity Employer and gives all applicants for employment equal consideration regardless of race, color, sex, religion, national origin, arrest record, ancestry, age, physical or mental disability, sexual orientation, transgender status, genetic information, marital status, citizenship status, veteran status, pregnancy, or any other status protected by federal, state, or local law. Upon request and consistent with applicable laws, Gibraltar will provide reasonable accommodations to individuals with disabilities who need an accommodation to fully participate in the application process.
o
sition
S
u
m
m
ar
y
Gibraltar and its subsidiaries are industry leading innovators and suppliers to a range of infrastructure, agriculture technology, solar and home service products. As part of this team, you will be an integral resource to continue our business adoption and use of leading-edge service management processes, procedures, and tools. This role will provide focused service delivery for core business processes, defining new working processes and procedures to leverage tools to support our clients across Gibraltar.
In this role you will support the mission and vision of Gibraltar by ensuring the stable operation of various components of our technical ecosystem including implementation and rollout of ITSM capabilities, adoption of AI tools, network services, data center operations, client services, and system/data security. This includes planning, installing, configuring, supporting, and optimizing computing hardware and software and associated reporting metrics.
Pr
imary
A
ccountabilities
(Essential Duties)Define and implement processes to expedite cross-business service and support for end user client populations.Provide guidance and support for adoption of robust desktop service platform.Define and implement knowledge base capabilities for customer self-service.Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.Respond to requests for technical assistance via phone, chat, or email.Coordinate and perform new user provisioning including system, connectivity, and application access.Functions as a primary point of contact, as part of the client solutions group, for end user problems and logs all customer interactions into ticketing system.Support processes and activities related to Information Technology General Controls (ITGC)Participates in continuous process and technology improvement initiatives.Analyze complex computer systems, identify problems, and develop and implement logical.
Conclusions and effective solutions.
Possesses advanced knowledge of desktop operating systems, networks, and client-server applications.Write and curate knowledge base entries for supported systems and services.Support Manufacturing warehouse technologies and software.In addition to the accountabilities listed above, individuals may perform other duties as assigned, including work in other functional areas to cover absences or relief, to equalize peak work periods or otherwise to balance the workload.
S
up
ervisory
R
esponsibilities:
None
Position Qualifications:
To perform this job successfully, an individual must be able to perform each primary accountability satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability necessary to be wildly successful. Additionally, the physical demands and the work environment typically encountered are listed below. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.
Education / Experience
(an equivalent combination of education and experience required to successfully complete the primary accountabilities is indicated below)
Degree:
Associates/Bachelor's degree, or equivalent relevant IT experience.
Major : Computer Science, Information Systems, Information Technology, or Related Field
Y
ears
of
E
x
perience : 4+ Years
A
r
ea : Information Technology
Competencies / Technical Skills
Core Competencies: Good people skills including voice-to-voice or face-to-face interaction, well rounded ability to support or work with users who may be distressed by their current technical challenges, Fostering Teamwork; Managing Performance; Building Collaborative Relationships; Customer focused; Results driven; Personal Credibility
Organizational Competencies: Continuous Improvement, Superior customer service, Continuous learning, Active listening & understanding, Attention to detail, Steadfast ethics & integrity, All-in teamwork, Open & inclusive decision making, Creative problem solving, Humble & authentic, Growth mindset, and Broad perspective.
T
echnical
S
k
i
ll
s
Windows platform OSITSM best practice implementationActive directoryDesktop management tools such as LanDesk, InTune, and othersZebra Printer SupportAdvanced troubleshootingProblem solvingDevice ProvisioningLicenses / Certifications
MS Office 365 Modern Desktop AdministratorApple Certification desiredCompTIA A+ certification, MCP certification preferredPhysical Requirements
(Approximate time spent to be included in physical demands such as walking, or bending, specific lifting requirements (lbs.) and/or other requirements such as vision or hearing.
Sits, stands, walks, bends, handles up to 50 lbs.
Work Conditions
Environment: Office Travel:
What we offer
Health & Welfare
Medical, dental, and vision insurance plans for employees and dependentsHealth care & dependent flexible spending plansFree Life and AD&D coverage with supplemental coverage optionsEmployee assistance programs focused on mental healthFinancial Wellbeing
Competitive compensationBonus opportunitiesGenerous 401(k) planFlexibility & Time Off
Paid time off, including vacation, bereavement, jury duty, sick leave, disability, holidays.Hybrid & remote work opportunities availableCommunity & Personal Development
Donation matching and time off to volunteerEducational reimbursement
About Us
Gibraltar is a leading manufacturer and supplier of products and services for North American agtech, renewable energy, residential, and infrastructure markets. By building solutions that make life better for people and the planet, Gibraltar advances the art and science of engineering, science and technology to shape the future of comfortable living, sustainable power, and productive growing.
Guided by an inclusive, values-driven culture that celebrates and rewards different perspectives, we work together to create lasting positive impact on everyone our business touches. To learn more about what makes us #GibraltarProud, visit our website: www.gibraltar1.com
Gibraltar is an Equal Employment Opportunity Employer and gives all applicants for employment equal consideration regardless of race, color, sex, religion, national origin, arrest record, ancestry, age, physical or mental disability, sexual orientation, transgender status, genetic information, marital status, citizenship status, veteran status, pregnancy, or any other status protected by federal, state, or local law. Upon request and consistent with applicable laws, Gibraltar will provide reasonable accommodations to individuals with disabilities who need an accommodation to fully participate in the application process.