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

RE Mason Company is a federal contractor and, as such, is required to solicit the disability status and protected veteran status of candidates. Thus, you are required to answer self-identification questions as part of your application process. These questions are part of RE Mason’s Affirmative Action Plan and the completion of these questions will not have any effect on any consideration of your application materials.

In compliance with the ADA Amendments Act (ADAAA) , if you have a disability and need to request an accommodation in order to apply for a position with RE Mason, please call our office at (704) 375-4465.

This is a drug-free workplace. Employment is contingent upon the successful completion of any required pre-employment and, if applicable, ongoing drug testing, including testing mandated by customer site access requirements.