Desktop Support Specialist

Job Summary:

IT Support Specialist is a member of Global Field Service Organization. The IT Support Specialist will need to be Safety and Manufacturing oriented, will provide general desktop support. Is also responsible for field service and "hands on" support for our IT Infrastructure and Operations, Security Engineering and Operations, and Manufacturing IT Applications, and Outside service providers. The IT Support Specialist will work with multiple cross-functional teams and act as liaison for the global IT organization and for the Manufacturing site organization to provide IT services and enable the implementation and support of both IT and Manufacturing projects.

Responsibilities

• Resolves Level 1/Level 2 incidents and fulfills service requests (phone, e-mail, walk-up, self-service portal) for all end users in accordance with service level targets while demonstrating the highest level of customer service
• Provisions and maintains all end-user computing equipment, such as desktop/laptop hardware, software, and peripherals (monitors, headsets, docking stations) in accordance with IT operations policy and procedures
• Provisions and maintains network printers, conference room equipment, digital signs, TVs, and other miscellaneous equipment.
• Works with IT Endpoint Engineering team and IT Service Desk to pilot changes to image deployments involving Windows Operating system updates, patches, and hotfixes to end user computers
• Works with IT Service Desk and Site Business Stakeholders to communicate planned IT maintenance requiring IT service outages, and unplanned Incident Response notifications
• Escalates incidents to the appropriate IT engineering and operations resources in accordance with established IT Incident Response procedure
• Monitors open support requests for accuracy, urgency, and problem resolution
• Creates and maintains document repository or knowledge base of fixes, installation procedures, technical tips, and IT support documents or procedures
• Provide project support for the implementation of new technologies which enable the business examples include Digital Plant, IMM, PI, MES, LIMS and other
• Provides project support for the procurement and goods receipt pertaining to IT projects and Manufacturing projects which require IT-OT integration solutions.
• Assist IT Infrastructure and Operations teams in efforts to tack and mange IT assets (logical and physical) which are deployed at manufacturing location
• Coordinate maintenance requests and change requests from manufacturing facility maintenance provider, Power, HVAC, Fiber, and Copper cabling.
• Assist IT Infrastructure engineering and operations team with Monitoring & Network Administration, including Change Management, and Incident Response.
• Assists IT Security engineering and operations teams with Vulnerability Response, and Security Incident Response

Required Qualifications

• "Understand" Safe Work Permit process
• Strong knowledge of Windows platforms: Windows 10, Windows 11,
• Strong knowledge of networking concepts such as TCP/IP protocols
• Hands-on knowledge of HP, Xerox, Ricoh, Zebra printers and copiers

Nice to have Qualifications

• 5 years of IT-industry experience
• Experience working in a manufacturing or laboratory facility
• Windows Server 2019, 2022
• Mobile Device Management experience
• Project Coordination experience
• A certification or equivalent networking experience

Thanks