Tech Support Spec 2

Troy Design and Manufacturing is a wholly owned subsidiary of Ford Motor Company. At TDM, we use 21st Century manufacturing processes such as 3D design and printing, laser cutting, and automation for prototype and low volume manufacturing of components of current and future Ford vehicles. At our Chicago modification center facility, we do state of the art vehicle modifications for multiple police interceptor platforms. We partnered with the UAW to provide our employees with competitive wages, exceptional benefits, and the opportunity to work across the wide spectrum of challenging career opportunities.

Position Description:

Diagnose, trouble-shoot and resolve technical and end-user problems in a customer service oriented environment. Install, maintain and support software, hardware and peripherals running on local and wide area networks. Provide administrative support as required. Must be able to adapt and work well in a strict and secure operating environment.

First Shift Duties and Responsibilities:

Respond to telephone, e-Mail, and Help Desk initiated requests for technical support, with follow-up trouble-shooting, research, and resolution within departmental SLA's. Log and track issues using a Help Desk database, and maintain history records and related problem documentation in an online knowledge base. Deploy, install, and test computer hardware, software, and peripherals using a documented process. Monitor and execute data transmittal requests, customer follow-up with any transmittal errors or issues. Track and maintain departmental assets and report out in a quarterly metric.

Qualifications:

Minimum:

Skill level associate with 1-2 years college course work in Business, Information Technology or related fields, and 5 years hands on experience in same or similar position or its equivalent. Proven ability to resolve problems efficiently, recognizing customers' competence levels and their priority, and able to approach each level appropriately. Superior working knowledge of Windows O/S and Microsoft business applications. Good understanding of networking fundamentals, and computer hardware and peripherals. Formal training in Windows O/S Administration. Effective written and verbal communication skills

Preferred:

Certification as a Microsoft Certified IT Professional (MCITP) Certification as a Microsoft Office Specialist (MOS) Skill level normally associated with an Associates or Bachelor's Degree in Computer Science or related fields and 5-7 years of experience within the Information Technologies field.

Benefits:

Medical, Dental and Vision Insurance 401K Match Paid time off HSA and FSA Long- and Short-Term Disability Life Insurance