It Operations End User Support

• Provides all levels of technical support required as well as expert level as the point of escalation for IT Operations & Global Service Desk team members

• Assists in prioritizing work activities across the team to achieve service level requirements

• Creates, maintains, and documents processes and procedures following standards and policies, including configuration and change management 

• Ensures utilization of the service management tools for logging, managing, and resolving incidents and requests  

• Provide users with one-on-one technology training

• Assist with technical documentation and contribute to the creation/publishing of Knowledge Base articles used by all levels of support  

• Troubleshooting, maintaining, and upgrading IT infrastructure including PC products, servers, network, Wi-Fi, and other hardware/software  

• Complete new PC implementations and relocations.   

• Must be physically able to safely lift and move full-tower PCs, desktop printers, and LCD monitors

Communication & Teamwork:  

• Work across global teams to create common processes and procedures, which contribute to continuous improvement on the service delivery levels for all IT support  

• Maintains a best-in-class customer-service focus and attitude at all times and holds others accountable for the same 

• Final point of contact for all escalated resolutions

• Ability to prioritize activities and collaborate with other teams to deliver the best solution to the end-users; can influence without authority

• Excellent problem solving/analytical skills and proven ability to form effective, customer-oriented business partnerships

• Excellent communication and interpersonal skills, and ability to work effectively with all organizational levels within a culturally diverse environment  

Other Requirements: 

• Required to work an after-hours rotation as needed to meet project deadlines, system maintenance, work assignments, repairs or to address emergencies.  

• Including “after-hours,” nights, weekends, and holidays 

• Experience in a manufacturing environment is preferred

Qualifications/Skills/Expertise: 

• Minimum of 1 year experience in a hands-on technical role

• 2 year degree in computer related field or equivalent experience  

• Certifications are a big plus, A+, Net+, MCSA/MCSE, MCTS, Security+, CCENT/CCNA/CCNP.  

• Expert / industry-leading experience, knowledge, and troubleshooting skills in the following technical areas:  

• Administering enterprise environments with Windows 10 and O365 Environment   

• SCCM, RDP, SharePoint, Solidworks, VPN and remote environments  

• TCP/IP, DNS, WINS, DHCP, LAN, wireless, AD, Cisco Hosted Telecom – Kurmi, Jira, Confluence, ServiceNow, AWS Cloud, VMWare, Dell, TEAMS, & Video Conferencing  

• Excellent written and verbal communication, interpersonal, and leadership skills; ability to work effectively with all organizational levels within a culturally diverse environment