RESPONSIBILITIES
- Serves as a member of the global infrastructure team.
- Responsible for assisting with plant IT/OT Support.
- Supports a consistent approach and collaborates with other members of IT, such that decisions are made in line with both the IT and business strategies and objectives.
- Participate in and support development, communication, and maintenance of IT policies and procedures within the IT organization.
- Maintain an industry awareness of information technology, IT/OT best practices, and related technological trends. Identify and suggest innovative opportunities aimed at improving and equipping the organization with better tools to perform assigned job functions.
- Participate in on-call rotation with other plant support employee(s).
- Install, configure, test, maintain, monitor, and troubleshoot Windows desktop and laptop equipment, peripheral devices, printing/scanning devices, presentation equipment, and software. Assist with network and server equipment as needed.
- Manage and support wired and wireless networks.
- Manage and support phone systems.
- Perform system backups and file/server recovery as needed.
- Administer and maintain end user accounts, permissions, and access rights as needed.
- If necessary, liaise with third-party support and equipment vendors.
REQUIREMENTS & QUALIFICIATIONS
- High school degree and/or 2 years’ work experience in related field. Associates Degree strongly preferred.
- One or more years of experience working as a help desk analyst or OT support strongly preferred.
- Knowledge of Windows Operating Systems.
- Hands-on end-user hardware troubleshooting experience.
- Experienced in user applications, equipment, and system upgrades.
- Experienced in functions and use of computer and peripheral hardware.
- Must have a communicative, collaborative, transparent, and trusted approach to working with his/her staff, colleagues, upper management, and outside partners.
- Experience working with outside IT service providers.
- Strong analytical and problem-solving capabilities with Customer-Service orientation and a positive attitude is a MUST.
- Excellent organizational and planning skills.
- Strong communications and interpersonal abilities.
- Treats others with respect and value, with diplomacy and tact.
- Ability to listen, build rapport, and credibility as a partner within the business and IT.
- Strong customer service orientation.
- Ability to make sound and logical judgments under intense pressure.
- Ability to balance the needs of customers in a challenging setting with the requirements to maintain a stable, secure, and ever-changing IT environment.
- Ability to translate and communicate technical information to a non-technical audience.
- Strong incident and problem management skills including identification and escalation of system issues.
- Ability to manage high severity issues and escalate as appropriate.
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