IT Support Specialist

Duration   :  12 months Contract 
Shift- 6:00 AM - 2:30 PM

• Actively seeks feedback from customers on ways to potentially improve the support process and relationships.
• Have regular 8-hour attendance at the plant to be engaged and successfully perform job functions.
• Be willing to work daily overtime and weekend overtime as necessary to support production needs.
• Follow service desk procedures in general end-user support and document activities, customer issues, troubleshooting steps, resolution outcomes, and time duration in the service desk tool.
• Perform onsite analysis, diagnosis, and resolution of complex problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
• Install, configure, test, maintain, monitor, and troubleshoot end-user devices and related hardware and software to deliver required service levels.
• Talk to users to learn procedures followed and sources of errors.
• Respond to and diagnose service issues through discussions with users and leverage resources across all levels of the organization.
• Investigate and resolve computer software and hardware problems of users.
• Request that users experiencing problems use the telephone or service desk and participate in diagnostic procedures, using diagnostic software or following instructions as needed.
• Understand customer business processes and prioritize service desk tickets accordingly.
• Diagnose customer issues and assign appropriate support if the issue is outside the scope of support.
• Promote customer relations in line with company plans and policies.
• Install and maintain end-user hardware and software.
• Work with the next level of support.
• Escalate problems according to defined processes.
• Provide training and guidance to users to prevent user-based errors from recurring.
• Create, maintain, and manage site-specific documentation.
• Collaborate with other service teams to ensure efficient operation of the company's end-user computing environment.
• Receive and respond to incoming calls, pages, and emails regarding escalated end-user problems during and after core work hours.
• Answer and perform moves, adds, and changes (MAC) requests submitted through service desk tickets.
• Prepare tests and applications for monitoring end-user performance, then provide performance statistics and reports.
• Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring end-user operations.
• Develop and maintain an inventory of all site assets, hardware, and software. Ensure they are properly updated in asset management and configuration management processes.
• Liaise with third-party support and equipment vendors for site-specific support issues, if necessary.
• Take an active role in personal career development and the personal performance management process.

• A minimum of 5+ years of relevant work experience in the Information Technology industry.

• Be aware of and execute support processes, with the ability to effectively utilize those processes and resources to solve customer issues without creating major disruption within the organization.
• Understand the priority and sensitivity of customer problems and assess internal solution priorities effectively to maintain customer satisfaction.
• Relate well to customers and understand the production environment.
• Communicate directly and non-confrontationally while maintaining good relationships and keeping customers fully informed of the status of reported problems on a frequent basis.

• High School Diploma and/or GED.
• Associate degree in Computer Science or a related field.