Advanced Technical Support

Job Description

Job Summary

Under moderate supervision, provides expert support services to employees with technical problems and information technology issues involving desktop, laptop or network services from local personnel or from employees using network remote access. Follows documented and standardized procedures to diagnose and troubleshoot incoming employee issues identified in Help Desk tickets or via employee phone calls. Maintains a troubleshooting tracking log ensuring timely resolution of problems. May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem. Simulates or recreates user problems to resolve operating difficulties. Recommends systems modifications to reduce user problems.

Roles and Responsibilities

• Provides expert technical support to end-users on complex issues for both Office staff and plant floor (IoT)
• Identifies, researches and resolves complex technical problems.
• Responds to telephone calls, e-mail and employee requests for technical support.
• Documents, tracks and monitors problems to ensure resolution in a timely manner.
• Ensures compliance with security procedures for data handling and participates in planning sessions for process improvements.
• Implements network security, including maintaining firewalls, virtual desktops, configuring VPN, managing host security, files permissions, file system integrity and adding and deleting users.
• Provides advanced technical support for the installation and repair of complex systems and outages.
• Ensures that major technical, system or application issues (planned and unplanned) are appropriately addressed and communicated.
• Develops, documents and implements standard operating procedures and customer service guidelines relating to IT support.
• May instruct or coach less experienced personnel.

  Support rotational and or permanent schedule between first and second shift as assigned.

• Performs other duties as assigned.

Required Qualifications:

• Associate's degree in a related field
• 5-8 years of relevant experience

Skills and Abilities

• Excellent written and verbal communication skills to interpret information or formulate responses
• to internal customers based on general knowledge of products, programs or procedures
• Excellent customer service and problem solving skills
• Excellent organizational skills including attention to detail, time management and multi-tasking
• skills
• Excellent analytical skills to investigate, interpret and reconcile information from several distinct
• sources in situations where problems are complex and solutions are not readily apparent
• Ability to read and understand technical documentation
• Ability to effectively transfer knowledge to lower level associates
• Willingness to provide honest and truthful incident updates to the user community for active
• incidents or planned work
• Experience troubleshooting and solving large scale (widespread) problem.
• Experience with network hardware components and systems and software applications
• Excellent understanding of information systems policies, procedures and terms
• Familiarity with AS400 hardware and communications

Salary Range: $50,100 - $62,700