IT Support Specialist

Title: Information Technology - Technology Specialist Level II

Location: One Avenue of the States, Chester, PA 19103

Duration: 06 Months

Position Summary:

• They d really prefer someone who has manufacturing/warehouse site experience
• Manager would like to see candidates with manufacturing (hands and feet) tech support vs remote or desk support.
• Looking for someone who has high customer service/professional background
• 5 years of relevant experience with demonstrated skills or 7-9 or more years of applied experience with demonstrated skills described defined.
• College Associated Degree required
• Ticketing system management for Incident and Request tracking (i.e.: Service Now)

Purpose: Support the day-to-day operations of PC s, servers, and networking equipment for the manufacturing location.

Coordinate small to medium size IT (Information Technology) projects for the plant and contribute to large IT projects.

Customers: Primary customers will be the site personnel in the office and manufacturing areas.

Key stakeholder and working relationships will be established with engineering, infrastructure, and the business depending on the assignment and project scope.

Reports: The incumbent works within the ITS (Information Technology Services) Infrastructure Coordination & Delivery Manager s Team and may take functional work direction from others at the facility.

General Duties by Product or Service:

• Network Support: Installs and supports network equipment with guidance from Network Operations team.
• Server Support / Maintenance: Coordinates or performs New Physical or Virtual Server installation, IOS Upgrades, critical patching, and maintenance with assistance from the Server Team.
• PC Support / Deployment: End to end roadmap ownership including; ordering, imaging, troubleshooting, and maintaining accurate inventory management through Service-Now.
• Printing Services: Manage multi-function device and printer fleet Procures and provides basic support, escalates issues to printer vendor.
• Unified Communications (Voice/Video) Support: Installs and supports UC equipment with assistance from UC Operations team.
• Mobility Services: Assist with new equipment requests and some configuration.
• Surplus Coordination: Documents and coordinates IT hardware surplus equipment process for inventory purposes and asset disposal.
• Supports Operational Excellence within the site(s) of responsibility:

o Provides operational support to the Mill related computer systems and installed applications, resolves minor infrastructure problems, and escalates higher impact issues.

o Leads the planning and execution of Mill infrastructure projects.

o Manages and coordinates local Infrastructure vendors work at site.

o Ensures LAN/WAN and related computer systems are compliant within established control procedures.

o Review and control access to MDF and other sensitive areas with established control procedures.

o Maintains site IT Business Continuity Plan.

o Maintains a 1 to 3-year IT plan.

• Liaison between Mill and Technology Teams:

o Seeks out and relays future technology recommendations between mill and centralized technology teams.

o Coordinates technology recommendations and changes from other IT teams.

o Performs site IT administration support, requests new employee accounts (LAN, email, etc.), provides IT on-boarding training. Procures IT infrastructure components according to Client established procurement process.

o Provides education to Mill users on Client available technologies and their proper use. Manages communication plan for recent technologies implementations.

o Facilitates collaboration between stakeholders who share common objectives.

o Demonstrates a commitment to quality performance through personal example by adopting a customer-based philosophy in the level of service provided.

o Demonstrates an analytical and systematic approach to problem solving.

o Rapidly absorbs new technical information and applies it effectively.

Basic Qualifications:

• College Associated Degree
• 5 years of relevant experience with demonstrated skills or 7-9 or more years of applied experience with demonstrated skills described defined. Troubleshooting and solving basic computer issues, familiar with Windows XP/7/10/11, Windows 2003/2008/2012 Server, SQL Server 2003/2008/2012/2016/2019, Cisco Networking, LAN networks, Wireless networks, Firewalls, Microsoft Office products, Office 365, SharePoint, smartphones, and tablet (IOS, Android).
• Ticketing system management for Incident and Request tracking (i.e.: Service Now)

Customer Expectations:

• Carry out all work safely. Adhere to plant security policies.
• Carry out assigned tasks in a timely, diligent, and professional manner.
• Establish proactive, confidence-inspiring client and support team relationships to ensure support, maintenance and project work meet business goals.
• Contribute to an environment in which all team members are respected regardless of their individual differences and are motivated to improve both their individual and team contributions to achieve desired business results.
• Communicate to local management and staff in non-technical terms.
• Adherence to Client standards and procedures.
• Be able to work outside of business hours when required.
• Be On-Call outside of business hours to support critical incident.
• Occasional traveling may be required for training or project purposes (5%).