Job Description

Essential Functions:

• Responsible for the daily monitoring, maintenance, and availability of computer hardware on site
• Installs personal computers, software, and peripheral equipment
• Assists with network, server, and telecommunication support as required
• Strives to promptly resolve technical support issues and address user questions and requests
• Facilitates problem resolution by reviewing ticket assignments, gathering additional information, updating tickets, proactively providing status to customers, and driving the ticket resolution process
• Enforces IT policies, procedures, and standards at their site, including systems security, to ensure conformity with all information systems and company objectives
• Acts as a key escalation point for critical IT problems and customer complaints
• Builds relationships with customers and strive to understand their problems and needs
• Maintains effective communication with the IT Service Desk and the IT organization
• Provide best effort support for associated home grown and plant engineering systems

Skills and Experience

• Excellent customer service, telephone etiquette, and interpersonal skills
• Strong troubleshooting skills
• Excellent organizational and time management skills
• Strong oral and written communications skills (technical and non-technical)
• Ability to work productively either independently or in a collaborative team environment
• Ability to solve problems independently, quickly, and completely and to communicate and present to diverse types of audiences (management, teammates, users, vendors, and other staff)
• Capable of managing projects and problem resolution in a cross-functional environment
• Recognized qualifications in Computer Science, Business, or a related discipline; equivalent experience acceptable
• 5+ years of analytical job experience in an Information Technology organization
• 5+ years of systems administration or technical support experience
• Demonstrate significant understanding of Microsoft client/server systems, networking, Microsoft Windows operating systems, and Microsoft Office productivity tools
• CITRIX and VMWare experience highly desirable
• Experience with Incident Management systems is desirable
• SAP experience is desirable

Required Knowledge, Skills, and Abilities