1 IT Support Officer Job in Strawberry, TN
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IT Support Officer
$69k-85k (estimate)
Full Time
4 Months Ago
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Nyrstar East Tennessee Mines is Hiring an IT Support Officer Near Strawberry, TN
ROLE: :
Provides first/second levels problem resolution and technical support services to Information Systems customers for the operation and use of personal computer and peripheral equipment, local and wide area networks, Internet and Intranet services, local server platforms (physical and virtual) and telephone services both mobile and desktop. Performs other related duties as assigned.
KEY ACCOUNTABILITIES::
Awareness and understanding of Nyrstar Operations related Standards.
Safety, Health, Environment and Community
Provides first/second levels problem resolution and technical support services to Information Systems customers for the operation and use of personal computer and peripheral equipment, local and wide area networks, Internet and Intranet services, local server platforms (physical and virtual) and telephone services both mobile and desktop. Performs other related duties as assigned.
KEY ACCOUNTABILITIES::
Awareness and understanding of Nyrstar Operations related Standards.
Safety, Health, Environment and Community
- Always demonstrate safe behavior
- Comply with the site’s standards and procedures in SHEC.
- Promote awareness of SHEC practices.
- Demonstrate effective performance in achieving agreed SHEC goals in
- Reporting of all SHEC incidents.
- Demonstrate awareness in SHEC through personal behaviors and conversations
- Take responsibility for the safety of self and others
- Management and maintenance of the site’s work queue for incidents and requests ensuring no backlog build-up. Requires understanding of service management tools such as ServiceNow and the underpinning ITIL processes.
- Receives, documents and coordinates customer demands (inquiries and requests) for technical assistance, new or changed systems, data capture, processing and reporting, etc. Records and follows up these demands using available service management tool (i.e ServiceNow).
- Support of critical IT (Information Technologies) and OT (Operations Technologies) infrastructure such as Windows Servers, Networks, Workstations and the applications these underpin. Requires solid understanding of Microsoft Windows Server and PC technologies.
- Manage and support the site’s IT and OT networking infrastructure including Cisco IP Telephony, internet, intranet, conferencing facilities, WAN, LAN, desktops, laptops, tablets, HMIs (Human Machine Interfaces), printers, IP cameras, etc.
- Execution and monitoring of data back-ups, disaster recovery procedures and understanding of cybersecurity systems (antivirus, antispam, anti-phishing, VPN, MFA, etc)
- Carry out and/or support local and global projects, managing assigned resources and providing regular progress updates. Requires proven experience managing and/or supporting IT projects.
- Imaging of desktops/laptops, deployment of packaged applications and system software tools and utilities (including Microsoft SCCM, Microsoft Software Center, MS Intune, etc)
- Manage Active Directory (AD) – user account creation, maintain the data content of the site’s OU (organizational units) to ensure up to date information is always present and relevant. Understand the different security groups needed for application access.
- Local support for company-approved smart phones and other mobile devices
- Provide basic user support for SAP GUI client and Citrix-enabled applications.
- Manage and maintain IT asset register and Configuration Management Database (CMDB). Good understanding of ITIL Process Framework and the Configuration Management process.
- Collaborates in the preparation and the execution of local IT Budgets including the preparation of purchase requisitions and service entries, the analysis of cost center reports, being ready to provide explanations for any deviations
- Provide input for / assist in service contracts design, vendor selection and reviews – review all service contracts as they come up for renewal, to ensure that Nyrstar is on the best plan or provider of services: this can include fixed line phones, mobile phones, data connectivity (ie metrolan/internet/SDWAN links), printing outsourcing, etc.
- Troubleshoot, diagnose and resolve first and second level hardware, software and network connectivity problems, bringing more complex issues to the greater IT team, the Regional Business Systems Coordinator, and/or external partners for resolution.
- Documents actions taken in the handling of incidents/problems/requests using the ServiceNow system, ensuring that key knowledge is recorded for future reference.
- Install and configure standard business, engineering and operations software, as well as installation and configuration of specialized software as authorized.
- Install, configure, or relocate PCs, laptops, printers, and other peripheral equipment, establishing network connectivity, and tagging for inventory purposes, maintaining any relevant documentation and records up to date.
- Diagnose hardware malfunctions, replace components, and perform other maintenance and repair, installing and configuring replacement equipment, coordinating major repair of hardware with greater team, customers and external partners.
- Participates in annual Performance Management Planning by working and achieving assigned goals.
- Actively participate and collaborate with other members of the Business Systems team, locally, regionally and globally to enable cross site knowledge sharing, maximize effectiveness and ensure standardization.
- Promotes the creation, recording and sharing of knowledge, leveraging teamwork as a way to maximize the value of the knowledge produced.
- Maintains clean physical work spaces and promotes organizational discipline in all activities carried out.
- Associates or Bachelor’s degree preferred in Computer Sciences or related professional fields.
- Four (4) years of increasingly responsible experience in IT hardware and software support, or an equivalent combination of training and experience.
- CompTia A and Network certificates are desirable
- ITIL v3 or v4 Foundation or other advanced ITIL Certification preferred with a basic understanding of core ITIL processes for problem, incident, request, change and configuration Management.
- Knowledge and experience using and supporting MS Office 365 applications and cloud services.
- MS-900: Microsoft 365 Fundamentals certification is desirable.
- MS-100: Microsoft 365 Identity and Services certification is desirable.
- Experience in a global, multi-cultural and multi time-zone organization working with top level executives.
- Knowledge of employee provisioning and onboarding and termination activities.
- Good understanding of computer and mobile operating systems, including Windows 10, Windows Server 2016, IOS and Android.
- Solid knowledge of MS Windows Server 2016/2019 roles (Print, File, Applications, Database, etc), as well as server setup, configuration and operations as well as MS Hyper-V clustering technologies.
- Knowledge of Cisco LAN/WAN networking and the associated protocols and topologies, including, Ethernet, TCP/IP, MPLS, Internet, SDWAN, WIFI. Knowledge of ethernet and fiber optic cabling systems including ethernet connector assembly.
- Good understanding of the OSI model and how to troubleshoot connectivity issues across the different layers.
- Exposure to core networking concepts such as IP addressing, subnetting, VLAN’s, HTTPS and WWW, Internet, Intranet, Extranet, VPN.
- Exposure to management platforms such as MS SCCM, MS Intune, Cisco DNA Center, PRTG, NextThink, etc.
- Understanding of remote communications using both remote node and remote control technologies.
- Exposure to Client-Server application support and implementation as well as database management systems including Microsoft’s SQL Server.
- Knowledge and experience with MS Sharepoint online.
- Understanding of backup and restore operations.
- Understand and operate within budget constraints.
COMPETENCIES:
- Professional and positive attitude, including excellent listening and communication skills. Capable of documenting and conveying knowledge.
- Work well under pressure supporting senior executives, occasionally including out of hours support.
- Customer oriented. Capable of relating to a user’s needs and to address them based on the real impact and urgency.
- Ability to troubleshoot and excellent problem solving skills.
- Organized and disciplined. Able to plan, organize, delegate and influence.
- High sense of responsibility and ownership.
- Work autonomously but capable of reaching out for help when in need.
- Willing to grow and learn in the role.
Job Summary
JOB TYPE
Full Time
SALARY
$69k-85k (estimate)
POST DATE
01/11/2024
EXPIRATION DATE
05/05/2024
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The job skills required for IT Support Officer include Technical Support, Problem Solving, Analysis, SQL, Active Directory, Planning, etc. Having related job skills and expertise will give you an advantage when applying to be an IT Support Officer. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by IT Support Officer. Select any job title you are interested in and start to search job requirements.
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The following is the career advancement route for IT Support Officer positions, which can be used as a reference in future career path planning. As an IT Support Officer, it can be promoted into senior positions as a Technical Support Analyst III that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary IT Support Officer. You can explore the career advancement for an IT Support Officer below and select your interested title to get hiring information.
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