It Specialist Sfd

Objective
This role is critical in delivering exceptional technical support to end users, ensuring their ability to perform business tasks without interruption. This role involves receiving, prioritizing, and resolving help requests, both remotely and through in-person, hands-on assistance, in line with industry-standard service management practices, particularly ITIL.
Main Responsibilities

• End User Support Documentation: Document all relevant end user information build strong rapport with help desk customers.
• Problem Prioritization and Resolution: Prioritize and schedule problems efficiently, escalating complex issues. Record, track, and document the entire problem-solving process, from initial contact to final resolution.
• Troubleshooting and Technical Support: Utilize diagnostic tools to troubleshoot and resolve issues. Access online resources, such as software updates, drivers, and knowledge bases, to aid in problem resolution.
• Hands-On Technical Support: Perform desktop-level fixes, including software installations, hardware upgrades, file backups, and printer configurations. Install and maintain anti-virus and security software. Conduct preventative maintenance on workstations, printers, and peripherals. Test solutions to ensure problem resolution.
• Follow-Up and Documentation: Conduct post-resolution follow-ups with end users. Evaluate documented resolutions and analyze trends to prevent future problems.
• Collaboration and Knowledge Sharing: Interact with other IT teams to ensure knowledge sharing and support alignment. Provide first-level user support for hardware, software, networks, and telecommunications. Support video conferencing systems.
• Policy Adherence and Research: Ensure adherence to IT policies, procedures, and best practices among user groups. Research IT-related products and share information with the purchasing team. Manage and support mobile and landline phone systems.
• Active Directory and Server Management: Handle Active Directory OU administration and server room security. Manage IDF data connections and assist in VPN installations. Maintain personal workspace and IT spaces including the server room environment following Lean principles and in compliance with policy.
• Documentation: Create and maintain comprehensive documentation for all supported services.

Position Requirements

• Bachelor's degree in IT or related field (preferred).
• Relevant IT certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician).
• Experience with Desktop Operating Systems and Applications.
• Strong problem-solving skills and attention to detail.
• Excellent communication and customer service skills.
• Ability to work independently and collaboratively within a team.
• Knowledge of hardware, software, networks, and telecommunication systems.
• Familiarity with Active Directory, VPN, and server room management.
• Prior experience in a similar IT support role is a plus.
• Working knowledge of ITIL principles.

Nemak USA, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Nemak USA, Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Nemak USA, Inc. expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Nemak USA, Inc.'s employees to perform their job duties may result in discipline up to and including discharge.
Objective
This role is critical in delivering exceptional technical support to end users, ensuring their ability to perform business tasks without interruption. This role involves receiving, prioritizing, and resolving help requests, both remotely and through in-person, hands-on assistance, in line with industry-standard service management practices, particularly ITIL.
Main Responsibilities

• End User Support Documentation: Document all relevant end user information build strong rapport with help desk customers.
• Problem Prioritization and Resolution: Prioritize and schedule problems efficiently, escalating complex issues. Record, track, and document the entire problem-solving process, from initial contact to final resolution.
• Troubleshooting and Technical Support: Utilize diagnostic tools to troubleshoot and resolve issues. Access online resources, such as software updates, drivers, and knowledge bases, to aid in problem resolution.
• Hands-On Technical Support: Perform desktop-level fixes, including software installations, hardware upgrades, file backups, and printer configurations. Install and maintain anti-virus and security software. Conduct preventative maintenance on workstations, printers, and peripherals. Test solutions to ensure problem resolution.
• Follow-Up and Documentation: Conduct post-resolution follow-ups with end users. Evaluate documented resolutions and analyze trends to prevent future problems.
• Collaboration and Knowledge Sharing: Interact with other IT teams to ensure knowledge sharing and support alignment. Provide first-level user support for hardware, software, networks, and telecommunications. Support video conferencing systems.
• Policy Adherence and Research: Ensure adherence to IT policies, procedures, and best practices among user groups. Research IT-related products and share information with the purchasing team. Manage and support mobile and landline phone systems.
• Active Directory and Server Management: Handle Active Directory OU administration and server room security. Manage IDF data connections and assist in VPN installations. Maintain personal workspace and IT spaces including the server room environment following Lean principles and in compliance with policy.
• Documentation: Create and maintain comprehensive documentation for all supported services.

Position Requirements

• Bachelor's degree in IT or related field (preferred).
• Relevant IT certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician).
• Experience with Desktop Operating Systems and Applications.
• Strong problem-solving skills and attention to detail.
• Excellent communication and customer service skills.
• Ability to work independently and collaboratively within a team.
• Knowledge of hardware, software, networks, and telecommunication systems.
• Familiarity with Active Directory, VPN, and server room management.
• Prior experience in a similar IT support role is a plus.
• Working knowledge of ITIL principles.

Nemak USA, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Nemak USA, Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Nemak USA, Inc. expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Nemak USA, Inc.'s employees to perform their job duties may result in discipline up to and including discharge.