Technical Support Specialist

Company Description

Harsco is recognized for technical leadership and worldwide experience in virtually all major aspects of railway track maintenance. We enable railroads to operate at peak efficiency over smooth, precisely aligned track that increases railway safety while reducing fuel consumption and other key operating costs. Our broad array of equipment and services support every type of railway operator, from major national and international railway systems, to short lines and high-speed urban transit networks.

Job Description

This candidate is a self-starter who can work with minimal supervision providing IT support. Responsible for maintenance of site servers, site network equipment, site telephony, desktop hardware and peripherals. Responsible for installation and support of desktop hardware and desktop software. Responsible for responding to user calls and requests for assistance.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Will include the following, but other duties may be assigned:

• Self-motivated to complete assignments on time, yet able to determine when to ask questions for clarification or further direction.
• Provide first point of contact for all support issues for end-user technical support maximizing the end user’s experience.
• Establish and maintain effective relationships with all levels of users.
• Ensures an outstanding level of customer service by providing direct IT support to individuals throughout the organization.
• Prioritize service issues based on multiple competing priorities and objectives.
• Setup, install and maintain desktop and laptop hardware/software and peripherals and network printers.
• Setup and maintain site network file structures, access rights, network security, network users, network printing and desktop user environments.
• Setup and maintain site network servers by applying patches, logging changes and monitoring error logs.
• Troubleshoot and repair problems with the site network, server, and telephony infrastructure and systems.
• Troubleshoot and resolve problems encountered in the use of site systems and desktop applications.
• Assist with maintaining computer room, site network cabling and department documentation.
• Non-business hour time may be required to repair and troubleshoot problems in order to provide efficient, quality service.
• Maintain site specific desktop application setup, standards and streamline processes to eliminate future problems.
• Prepare cost requests and procure equipment to meet business needs.
• Maintain site hardware/software inventories and assist with the audit of site hardware and software.
• Monitor site-based server hardware uptime, virus protection and site-based software updates.
• Assist with system backups and disaster recovery plans.
• Escalate issues and concerns to the Global Infrastructure Manager, as appropriate.
• Ensure all technical support related activities comply with the global Harsco compliance standards and procedures.
• Document all support calls for systems performance and metrics reporting.
• Dependability, regular attendance, and the ability to work extended hours are required.
• Ability to lift a minimum of 40 lbs.

• Perform other reasonably-related tasks as assigned by management.

KNOWLEDGE AND SKILLS

• Knowledge of commonly used concepts, practices, systems, software, hardware, telecommunications and procedures within IT.

• Proficient in the implementation/maintenance of network/file servers and desktop support, including laptops and desktops, and applications.

• Knowledge to upgrade and troubleshoot server and desktop operating systems and desktop application issues.

• Oral and written communication skills to effectively interact with end users and management to communicate in clear, understandable and concise terms.

• Resourceful and innovative in the repair and troubleshooting of systems.

Qualifications

Level 1 – A degree is not required. A minimum of one year of related experience in the support of

desktop hardware/peripherals and desktop software systems.

Level 2 – Associate’s Degree required (or technical certifications) or a minimum three years
of related experience.

Additional Information

We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status or genetics. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

If you have a difficulty applying for any job posted on Harsco Rail’s website because a disability prevents you from using the online system, Harsco Rail offers the following alternate application procedure: Contact Quinn Belton at 803-822-9160 and Harsco Rail will arrange for an alternate method of applying and will consider your application together with all other applications received for the job. Please call only for disability application.