Help Desk/Field Technician

About Sims Metal

Sims Metal (Sims) is a global leader in metal recycling. With facilities across the globe, Sims plays an intrinsic role in the circular economy by making resources available for future use. As responsible corporate citizens, we continuously seek new ways to broaden our participation in the environmental sector, ensuring that our future is as bright, safe, and secure as ever in our long history.

Primary Purpose

Oversee the provision of front-line primary technical support to end users on various technical issues and problems relating to hardware, software and peripherals. This includes ensuring the efficient resolution of service tickets in a timely manner according to SLA. This role has responsibility for user query/issue handling and communicating with users for Sims.

This is an onsite position reporting daily to the Sims Regional Office at Richmond, CA. Additional travel is required when necessary for providing IT support.

Primary responsibilities

• Provide IT Help Desk Support Analyst support for the West Region of Sims Metal.
• You will be reporting directly to the IT Field Service Lead - NAM
• Responsible for support of multiple platforms including desktops, laptops, mobile devices, telephone, and videoconferencing equipment.
• Provide IT support for the West Region.
• Manage the Regional IT assets (Ordering, disposing and spare inventory) in collaboration with IT and Purchasing management.
• Provide Customer service and support, communicating with NAM users.
• Receives and handles requests for service, following agreed procedures.
• Promptly allocates calls as appropriate.
• Logs incidents and service requests and maintains relevant records:
• Identifies and classifies incident types and service interruptions
• Records incidents cataloguing them by symptom and resolution
• Acts under guidance (Field Support Lead) to record and track reliability data for SIMS services – Cherwell helpdesk system
• Perform equipment installs and software upgrades, install software and resolve various IT related problems. Equipment includes Laptops and workstation
• Perform hands-on fixes at the Laptop and Desktop level, including installing and upgrading software, installing and migrating workstation, configuring systems and applications.
• Identify and learn appropriate software and hardware SIMS Infrastructure standards used and supported by the organization
• Manage desktop hardware and software deployments.
• Manage the processing of incoming calls to the Service Desk via telephone, e-mail or Service Portal to ensure courteous, timely, and effective resolution of end user issues.
• Aid in the design and enforce request handling and escalation policies and procedures.
• Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Monitor and test fixes to ensure problems have been adequately resolved.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Participate in the development and dissemination of help sheets, usage guides, and FAQ lists for end users.
• Demonstrate personal responsibility for, and encourage a commitment to Risk Management, Environmental and OH&S policies and procedures, as required by legislation and Company policy. Report on measures taken to reduce risk of injury.
• Ensure all infrastructure purchased and configured for SIMs Metals adhere to the SIMS Metals Infrastructure standards.
• Proactively research areas of system improvement which could be implemented in to the business to improve efficiency, visibility or reduce cost.

Skills

• Solve complex problems come with competing objectives relevant to functional level.
• Excellent written, oral, and interpersonal communication skills.
• Exceptional knowledge of computer hardware, software and peripherals
• Deep-seated experience with desktop and server operating systems
• Proven track record of developing and providing Service Level Agreements and Help Desk deliverables
• Highly self-motivated, self-directed, and attentive to detail.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Extensive experience working in a team-oriented, collaborative environment.
• Manage external contractors and sign off on completed projects

Formal Education & Certification

• 10+ years related work experience.
• Microsoft Certifications highly preferred (MCP, MCSE, etc.)

Knowledge & Experience

• +7 years’ experience in IT desktop support or equivalent
• Excellent understanding and technical knowledge of current network and PC operating systems, hardware, protocols, and standards.
• Cherwell Service Management experience

Key Relationships

• NAM Director of IT
• IT Field Support Lead
• IT Field Support agents
• External vendors/contractors

Find Out More…Please visit www.simsltd.com for more information on Sims and its commitment to sustainability.

SIMS LIMITED IS PROUD TO BE AN EQUAL-OPPORTUNITY EMPLOYER. WE VALUE THE DIVERSITY OF ALL OF OUR EMPLOYEES AND ARE COMMITTED TO CREATING AN INCLUSIVE WORKING ENVIRONMENT WHERE EVERYONE CAN CONTRIBUTE, ADVANCE ON MERIT, AND REALIZE THEIR FULL POTENTIAL. SIMS LIMITED IS AN EQUAL-OPPORTUNITY EMPLOYER. THE COMPANY DOES NOT DISCRIMINATE ABOUT RACE, SEX, RELIGION, COLOR, NATIONAL ORIGIN, CITIZENSHIP STATUS, DISABILITY, AGE, MARITAL OR FAMILIAL STATUS, SEXUAL ORIENTATION, GENDER IDENTITY, GENDER EXPRESSION, VETERAN STATUS, HOUSING STATUS, SOURCE OF INCOME, OR ANY OTHER STATUS PROTECTED BY FEDERAL, STATE, OR LOCAL LAWS. THIS APPLIES TO ANY EMPLOYMENT DECISION, INCLUDING RECRUITING, HIRING, PLACEMENT, PROMOTION, TERMINATION, LAYOFF, RECALL, TRANSFER, LEAVES OF ABSENCE, COMPENSATION, AND TRAINING. QUALIFIED APPLICANTS WITH A DISABILITY IN NEED OF A REASONABLE ACCOMMODATION MAY REQUEST SUCH WITHOUT FEAR OF REPRISAL OR DISCRIMINATION.

Job Type: Full-time

Pay: $37.00 - $43.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Experience level:

• 5 years

Schedule:

• 8 hour shift
• Monday to Friday
• Weekends as needed

Application Question(s):

• Will you now, or in the future, require sponsorship for employment visa status?

Education:

• Bachelor's (Required)

Experience:

• IT Desktop Support: 5 years (Required)

License/Certification:

• MCP (Required)
• MCSE (Required)

Ability to Relocate:

• Richmond, CA 94804: Relocate before starting work (Required)

Work Location: In person