IT Specialist

Position Specifics

Reports to: Enterprise Support Manager

Hourly/Salary: Salaried

Job Category: IT

Applicable to Which Companies: SPA

Role

SUMMARY

Shape Process Automation (SPA) is seeking an IT Specialist (SPA NA) to join our IT department. In this entry-level role, you will assist with IT-related issues and requests, supporting daily IT activities and projects for SPA North America, SPA Canada, and other global users in overlapping time zones. You will help implement and maintain SHAPE-wide and site-specific IT systems and tools, contributing to the scalability of SPA North America and Canada. The position follows established operating policies and procedures to help mitigate risk. Candidates should have a basic understanding of key concepts, practices, and procedures, including ERP and CRM systems—relevant to SPA and the Shape Technologies Group. Success in this role involves a willingness to learn, attention to detail, and the ability to work collaboratively. The ideal candidate demonstrates creativity, communicates clearly, and maintains a positive, constructive attitude.

ESSENTIAL DUTIES AND RESPONSIBILITIES include but are not limited to the following:

· Provide technical support for end users including SPA North America, SPA Canada, RPS and other global users with overlapping time zones.

· Track all IT issues and requests using the IT Service Desk System; Ensure that all Service Desk requests receive fast and effective response and that all requests for assistance are resolved, progressed correctly, and users are always apprised of the progress of their request.

· Support Active Directory and Application-Level account provisioning and management throughout the lifecycle.

· Assist with monitoring of all local and cloud-hosted IT-systems including core business applications like ERP and CRM at SPA North America and SPA Canada, including monitoring and assigning Help desk globally.

· Receive and unpack systems. Add sub-components and upgrades such as memory, network cards, and drives to computers and peripheral devices.

· Perform regularly scheduled tasks required to maintain a cost effective and highly-available and secure infrastructure, functions include hardware and peripheral maintenance, backups, patching, system configuration, security and log monitoring.

· Proactively identify and resolve problems before they impact critical business activities.

· Install, support and maintain applications such as office suites, backup software, anti-virus products, in-house applications, communication programs and other business software.

· Support the infrastructure, IT-tools and processes. This includes a Windows-based desktop/server environment with Active Directory, SQL, Exchange and line of business applications such as Dynamics CRM, Industrios and various other in-house developed applications.

· Organize, perform and assist with complex tasks as needed.

· Engage enthusiastically with the user community, to convey a vision of world class customer support and assist them in getting the most benefit through all company provided services.

· Develop ongoing working relationships with peers across all regions and sites at Shape in order to promote and grow our vision of simple, standard, one company."

· Participate in global and regional Shape IT projects, support users at other Shape entities, if it is necessary.

Regular and predictable attendance is an essential function of this position.

SUPERVISORY RESPONSIBILITIES

No supervisory responsibilities.

TRAVEL

· Travel is estimated at 40%.

LOCATION

· This position can be remote or hybrid. If the individual hired is within a reasonable commuting distance to one of the SHAPE offices, on-site or hybrid is preferred.

Qualifications

REQUIRED KNOWLEDGE, SKILLS, ABILITIES:

· Expert knowledge of Windows OS and M365 Applications including Office 365 Pro Plus, Teams, SharePoint, OneDrive and other core Microsoft technologies.

· Solid knowledge of network, server and system architectures, complex infrastructures and diverse hardware and software platforms is required (incl. technical expertise in Microsoft Server OS, SQL, Hyper-V, Azure, System Center Management tools)

· Must have the ability to make recommendations which effectively resolve problems or issues and improve current processes by using judgement that is consistent with standards, practices, policies, procedures regulation or government law.

· Solid project management and organizational skills. Must have proven ability in project planning and execution.

· Must be able to perform at a high level all tasks pertaining to IT operational support tasks and activities for a complex networked environment, including but not limited to desktops, servers, storage operating systems, business applications, VOIP telephony, wireless, mobile devices and related appliances/peripherals.

· Ability to analyze complex problems and move them to resolution.

· Result oriented and demonstrated ability to continually prioritize tasks, and work under pressure with sensitivity to deadlines.

· Must have high level customer focus, friendly manner, good communication skills, including oral and written communication, timely response and feedback, with ongoing updates to management and team members.

· Must have the ability to make recommendations which effectively resolve problems or issues, by using judgment that is consistent with standards, practices, policies, procedures, regulation or government law

· Experience performing support to remote users and systems using tools like RDP and TeamViewer.

· Good communication skills; including oral and written communication, timely response and feedback, with ongoing updates to management and team members.

· Goal oriented and demonstrated ability to continually prioritize tasks, and work under pressure with sensitivity to deadlines.

· Must be able to support onsite production activities.

· Must be able to support and travel if necessary to Shape Technologies subsidiaries and identify the needs onsite and solve them.

· Must be able to work flexible work schedule to accommodate after-hour system upgrades and projects.

EDUCATION and EXPERIENCE:

· Requires IT education or equivalent work experience

· Minimum of 3-5 Years of IT experience in similar positions

· Project Management experience a definite plus.

· Industry recognized technical certifications a plus

· Experience directly supervising people, including performance reviews, managing schedules, discipline and other required duties.

CERTIFICATES, LICENSES AND REGISTRATIONS:

· None required.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle or feel. The employee is occasionally required to stand; walk; talk or hear; climb or balance; stoop, kneel, crouch or crawl; reach with hands and arms. The associate must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.

Pay: From $62,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Tuition reimbursement
• Vision insurance

People with a criminal record are encouraged to apply

Application Question(s):

• Are you comfortable prioritizing multiple IT tasks and working under pressure to meet deadlines?
• Have you supported remote users using tools such as RDP, TeamViewer, or similar remote support software?
• Do you have experience providing customer-facing IT support with frequent communication and status updates?
• Do you have experience supporting users in a Microsoft-based networked environment (servers, desktops, and business applications)?

Experience:

• SQL: 3 years (Preferred)
• IT support: 3 years (Preferred)
• Azure: 3 years (Preferred)

Willingness to travel:

• 50% (Preferred)

Work Location: Hybrid remote in Auburn Hills, MI 48326