Enterprise Support Specialist

Description

Samson, the worldwide leader in high performance cordage, is seeking an Enterprise Support Specialist who will own daily Tier 1 IT support and ticket follow-through for Samson’s global facilities. The role receives, prioritizes, diagnoses, documents, and resolves end-user requests; provides hands-on help in Ferndale and remote support elsewhere; and coordinates approved local assistance. The specialist manages handoffs to Tier 2 staff and keeps users informed through resolution. With mentoring and defined access, the role develops secondary capability in selected platform, endpoint, identity, or network tasks. The role practices high standards of business ethics, professionalism, quality, and safety in support of Samson strategy and core values.

Who You Are:

• Have strong knowledge in supporting computer hardware, Windows endpoints, mobile devices, printers, peripherals, and common productivity and collaboration tools.
• Experienced in diagnosing endpoint and application issues and recognizing when server, platform, or network problems require specialist escalation.
• Familiar with remote diagnostic tools and basic DNS, DHCP, Wi-Fi, VPN, and connectivity troubleshooting.
• Able to work a schedule of 7am-3:30pm on most days to support our global business. Available to occasionally work outside regular business hours including early mornings, evenings, weekends, and an on-call rotation to support global operations (advance notice will be provided whenever practicable). 
• Detail-oriented, with strong ticket documentation, technical handoff, inventory management, and follow-through skills.
• A clear communicator who can work effectively with diverse end users, vendors, and technical staff across multiple locations.
• An attentive service professional who listens carefully, asks effective questions, and keeps users informed throughout troubleshooting and escalation.
• Comfortable working independently and collaboratively while treating colleagues with professionalism and respect.
• Trusted to handle confidential information; follow identity, access, security, and change procedures.
• Able to assess production impact, establish priorities, resolve or escalate issues appropriately, and manage multiple requests in a changing environment.
• Willing and able to learn assigned Tier 2 support tasks and work within established access, approval, and change boundaries.
• Capable of creating clear support documentation and training end users on supported technology.

What You’ll Do:

• Respond to end-user support requests across multiple channels, document relevant details, and prioritize work based on business and production impact.
• Troubleshoot and resolve issues involving computers, mobile devices, printers, peripherals, connectivity, approved software, and manufacturing and barcode-system endpoints.
• Install, configure, upgrade, replace, maintain, and repair end-user hardware, software, and applications within established safety, access, and change procedures.
• Follow identity verification, account security, access approval, least-privilege, backup, recovery, and change-management requirements, escalating issues to the appropriate systems owner.
• Train end users and create help sheets, FAQs, support articles, and site-specific checklists for supported technology.
• Maintain accurate hardware and software inventory and assist with equipment lifecycle management, onboarding, and offboarding.
• Coordinate the daily global Tier 1 queue, including production-impact assessment, next steps, user communication, and tracking escalated requests through closure.
• Document troubleshooting, actions, ownership, and user communications through resolution; test fixes, follow up with users, and identify recurring issues and opportunities to improve support procedures.
• Coordinate remote support for Lafayette, Barcelona, and Ernée with plant contacts, local support firms, and vendors, escalating delays that affect operations.
• Escalate production stoppages, multi-user outages, security concerns, and complex technical issues to the appropriate Tier 2 owner; partner with the IT Support Supervisor on routing and complex incidents.
• Develop secondary support skills in assigned technical areas and perform delegated tasks within approved access and change boundaries.

What You Should Have:

Education:

• Required: Associate degree in information technology, computer science, or a related field. 5+ years as Help Desk or IT Support may substitute for education. 
• Desired: Bachelor's degree in a related field; relevant technical certifications.

Experience:

• Required: Minimum four years of progressively responsible service desk or end-user support experience, including independent hardware and software troubleshooting and coordination of technical escalations.
• Desired: Multi-site or time-zone support experience; manufacturing or distribution support; application, endpoint administration, identity, or network support experience.

What We Offer:

• We enjoy ample paid time away from the office with a starting PTO accrual of 15 days for vacation or sick leave, 10 paid holidays, a paid personal day, and paid volunteer time each year.
• We prioritize our employees’ wellbeing and offer comprehensive and affordable Health, Dental and Vision insurance for employees and family. We also offer free Mental Health benefits and an optional free Wellness Plan.
• We celebrate our success as a team and offer annual profit sharing and bonus structures based on position.
• We invest in our employees’ futures by offering a generous 401k match up to 6% of salary. We also offer tuition reimbursement for choosing to further your education.
• We ensure our employees are taken care of during unexpected events, offering paid bereavement leave, employer-paid life and disability insurance, and paid jury duty leave.
• We offer a paws-itive work environment and friendly well-behaved dogs are welcome to join their humans at work in the corporate office.
• All benefits are offered in accordance with our plan documents and policies.

Compensation:

The hiring range for this position is $30.00 – $35.00 per hour.

Hiring rate will depend on qualifications and experience.

Samson has established wage scales for all of our positions, which are based on a minimum and maximum. The targeted hiring rate above is set to allow for employee’s growth within the role. full range for this position is $27.51 – $41.25 per hour.

About Us:

With over 140 years in the rope industry, we are focused on meeting the needs of demanding customer applications. At Samson, we’re not just about developing innovative synthetic rope solutions. We also pride ourselves on providing the industry’s best service. From pre-sale to installation to post-delivery follow-up, we want to ensure that we maximize customer experiences to the fullest potential through continually inventing, refining, and optimizing our products.

This is an outstanding opportunity to join a team of pioneers keenly focused on making products that not only meet but exceed expectations. That ambition is reflected in our culture of ingenuity and attention to detail. But at the end of the day, it’s our people, not just our products, that make Samson a dynamic company to work for.

Samson Rope is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

We are an Equal Opportunity Employer (Minority/Female/Disability/Veteran). Employment is contingent on a successful background and illicit drug screen.