System Support Specialist

As a 100% Employee-Owned company, Robert E. Mason & Associates, Inc. believes our Associates are the foundation of both our customers’ and our success. Our strong company culture, and belief in continued investment in our Associates, has helped us realize long Associate tenures, as well as long lasting relationships with our customers.

R.E. Mason is an Emerson Impact Partner covering North Carolina, South Carolina, and Virginia. Emerson is the global leader of process systems and solutions. R.E. Mason provides industry-leading process equipment and service for process control, automation, safety, and reliability.  The industries served include Chemical, Pharmaceutical & Life Sciences, Power & Utilities, Food & Beverage, and Pulp & Paper.

What R.E. Mason Offers Associates:

R.E. Mason is a 100% employee-owned company that offers a comprehensive, industry leading benefits package to all eligible Associates:

• Participation in the Employee Stock Ownership Program (ESOP)
• Retirement plan, including a Safe Harbor contribution
• Medical / Dental / Vision Insurance
• Employer paid Life Insurance and Long-Term Disability Insurance
• Generous paid leave options that include vacation time, sick leave, personal leave time, R.E. Mason Way Half Day, paid Jury Duty, and paid Bereavement Leave
• Paid Parental Leave
• Paid company holidays
• Career Development Program
• Retirement and Financial Wellness program
• Employee Assistance Program (EAP)

General Description

This position is a System Support Specialist supporting internal customers.  This role is part of a small team and is expected to work hands-on to solve problems and execute small projects as well as assisting others on the team, especially less experienced staff. 

The successful candidate would be a highly communicative, detail oriented, career minded individual, with the ability to multitask.  Must be customer service oriented with a positive attitude, always willing to tackle any task and go the extra mile.  This role includes troubleshooting hardware and software, assisting users with day-to-day software and computer functions, and setting up new systems.

Specific Responsibilities

• Serve as the first point of contact for customers seeking IT assistance
• Resolve helpdesk tickets, escalating to others as needed
• Setup and deploy end-user systems according to our checklist standards
• Support and maintain laptops, workstations, and printers
• Troubleshooting and assisting users with Microsoft Office and other end-user software tools
• Document findings and solutions
• Train computer users
• Work on small projects as assigned
• Manage inventories of laptops and peripherals
• Support AV systems in conference rooms
• Assist end users with phone system issues

Required Competencies

• Excellent communication and customer service skills
• Tech savvy with strong problem-solving skills
• Ability to diagnose and resolve basic technical issues
• Ability to follow detailed instructions
• Time management skills
• Teamwork
• This is a fulltime onsite role.

Required Education and Experience

• 2+ Years of hands-on experience in a help desk role using a ticketing system
• Experience troubleshooting PC issues
• Experience with Windows 10/11
• Ability to troubleshoot Microsoft 365
• Experience assisting end-users with IT challenges
• Understanding of basic cyber security principles

Preferred Experience/Competencies

• Associates Degree or equivalent experience
• CompTIA A+ Certification helpful but not required
• Basic understanding of networking protocols and network troubleshooting techniques
• Experience using a ticketing system and a knowledgebase

Physical Requirements

• Standing
• Walking
• Sitting
• Kneeling
• Reaching Overhead
• Climbing
• Pushing and Pulling
• Lifting - 50 pounds
• Using a Computer
• Using a Telephone
• Driving