Responsible for providing day-to-day on-site and remote technical support to end users of personal computers, business applications, and related peripheral equipment. Diagnoses and resolves basic to moderately complex hardware and software issues. Installs new equipment or software and applies upgrades as authorized by the Corporate IT function and in compliance with established company procedures.
Job Responsibilities
Job is an individual contributor and has no direct reports.
Installs, configures, and maintains workstations and related peripheral equipment; applies operating system and local software application upgrades; and diagnoses and resolves network, server, and related issues as directed by Corporate IT.
Diagnoses and resolves basic to moderately complex issues relating to the operation of the network, personal computers, business software, and peripheral equipment as assigned through the company's IT assistance ticketing system.
Identifies trends in incidents to support problem management.
Work with other technology teams such as Infrastructure, Networking or Applications to resolve any incidents that cannot be resolved at support level 1.
Submits end user access requests through the Corporate IT ticketing system based on established role and responsibility protocol for all business applications.
Create and maintain documentation along with Standard Operating Procedures within guidelines provided by the Corporate office.
Participate in department meetings to communicate issues and projects that may be introduced by plant personnel.
Works closely with facility and Corporate IT to understand and establish overall business technology requirements, identify appropriate solutions, and participate in the implementation of approved solutions.
This role has the responsibility to understand and place in practice appropriate safety procedures. This responsibility is achieved through education, training, use of protective equipment (as applicable) and by following safety policies, regulations, standards, and laws.
Perform other duties as assigned.
Experience & Skills
Two or more years providing similar IT support in a manufacturing environment.
Strong working knowledge of business applications including Microsoft Office and SAP, or similar enterprise software.
Familiar with basic networking principles, server operating systems, and environments.
Ability to maintain confidentiality of information obtained during the course of performing job responsibilities.
Excellent proficiency in all Microsoft Office Suite Products.
Education
Associates degree or equivalent is required.
Associate's degree in computer science or related field or equivalent knowledge, skills, and abilities acquired through working or professional certifications.
Work Environment
Work can be performed within a manufacturing plant environment with noise, extreme temperatures, and significant movement of powered equipment, people and conveyors (may depend on the role).
Work conditions are typical of an office & plant environment.
This role requires 10% domestic travel.
Position may require the physical agility of lifting up to 50 pounds
Position may require frequent and/or infrequent bending, squatting, pushing, pulling, stretching/reaching, use hands or fingers, talk, hear, feel objects, tools, controls and standing/walking on concrete flooring.
Position may require the physical ability to stand/walk for Greater than 4 hours.
