Duration:

12 Months contract Number of positions: 01

Shift:

6:00 AM - 2:30 PM Job Responsibilities 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. Skills Required A minimum of 5+ years of relevant work experience in the Information Technology industry. Experience Required 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. Education Required

• High School Diploma and/or GED.

• Associate degree in Computer Science or a related field.

Pay:

$40.00 per hour Expected hours: 8.0 per week

Work Location:

In person