What are the responsibilities and job description for the IT Support Specialist position at Progress Rail Services?
Job Purpose
IT Support Specialist role is to provide support in order to drive operational efficiency. ITSS is responsible for assisting customers with technical issues or questions related to computer hardware or software. This includes taking phone calls from end users or communicating with them through support management software, helping others diagnose and resolve technical issues over the phone.
Company Description
Progress Rail stands at the intersection of legacy and innovation-driving the future of rail with a pioneering spirit. Since its founding in 1983, the company has grown to become one of the world's largest and most trusted providers of railroad products, services, and technologies. Today, Progress Rail delivers a comprehensive portfolio of cost-effective solutions to railway customers around the globe. From the rails themselves to the EMD locomotives that ride them, the company's products are in operation across more than 100 countries-powering progress and connecting communities. In 2006, Progress Rail joined Caterpillar Inc., further strengthening its ability to lead the rail industry with cutting-edge technology, unmatched expertise, and a commitment to excellence. At Progress Rail, the team is not just building the future of rail-they are making history every day.
Education / Training
High School diploma or equivalent is required;
Associate's degree in IT related field; preferred;
Bachelor's degree in an IT related field; preferred;
Microsoft certifications; preferred.
Key Job Elements
Ability to solve common user problems in real time including software functionality, network trouble shooting and installation, personal computer and network configuration, operating systems and browser related issues; installing hardware or software as needed;
Global incident routing including validation, processing, triage, routing decision points and assignment;
Prioritize production-critical issues and escalate issue(s) to the appropriate technical staff;
Complete domain maintenance;
Assist with Webfilter, Internet and Firewall issues;
Entry level application maintenance;
Network and server hardware configuration;
Sarbanes-Oxley reporting;
Provide extra phone support and coverage, as needed;
Setup and configuration for new device procurement;
Prepare statistical and data reports, including usage trends and analysis;
Troubleshoot and accurately record caller's requests/issues;
Provide remote and on-site support to all staff;
Active involvement in problem resolution, follow-up, testing, workarounds and equipment suggestions;
Facilitate warranty claims and exchanges;
Accurately record customer support issues in tracking system;
Minimal travel to domestic facilities;
Other duties as assigned.
Qualifications and Experience
Required:
Basic networking experience with TCP/IP and Windows network;
Basic system administration experience, Windows preferred;
Familiar with Microsoft products, Linux, IBM, LN and SAP.
Preferred:
2 plus years IT/Computer experience;
Working knowledge of ITIL principles, including incident, problem, and change management processes;
Basic Microsoft Office experience, including Word and Excel;
Prior technical support/call center experience;
CompTia A Certified;
CompTia Network Certified.
Technologies in use on this job:
Microsoft Windows operating systems (current enterprise - supported versions);
Citrix;
Active Directory;
SCCM;
Microsoft Windows Server environments;
Microsoft Office 365 / 2016;
Cisco Software / Hardware;
Dell Hardware.
Strength - Position typically involves work in a standard office environment. Occasional standing and walking. Heavy lifting is rare but may be required;
Motion - Position regularly requires standard repetitive motions and hand/eye coordination associated with office communications. May require bending, lifting, standing, climbing, kneeling, crouching, walking, etc. in cases where Safety investigations require them;
Vision/Hearing Requirements - Constant verbal communications, including both talking and hearing;
Emotional Demands - Responsible for audits and reporting. Requires interpersonal skills and communication;
Safety - Position required to follow all safety guidelines and requirements.
Benefits
Compensation and benefits offered may vary depending on multiple individualized factors, job level, market location, job-related knowledge, skills, individual performance, and experience. Please note that salary is only one component of total compensation at Progress Rail.**
*Benefits eligibility varies by job position, full-time/part-time and regular/temporary status. The provisions of the plan documents control such benefits.
**Subject to position, eligibility, and plan guidelines.
IT Support Specialist role is to provide support in order to drive operational efficiency. ITSS is responsible for assisting customers with technical issues or questions related to computer hardware or software. This includes taking phone calls from end users or communicating with them through support management software, helping others diagnose and resolve technical issues over the phone.
Company Description
Progress Rail stands at the intersection of legacy and innovation-driving the future of rail with a pioneering spirit. Since its founding in 1983, the company has grown to become one of the world's largest and most trusted providers of railroad products, services, and technologies. Today, Progress Rail delivers a comprehensive portfolio of cost-effective solutions to railway customers around the globe. From the rails themselves to the EMD locomotives that ride them, the company's products are in operation across more than 100 countries-powering progress and connecting communities. In 2006, Progress Rail joined Caterpillar Inc., further strengthening its ability to lead the rail industry with cutting-edge technology, unmatched expertise, and a commitment to excellence. At Progress Rail, the team is not just building the future of rail-they are making history every day.
Education / Training
High School diploma or equivalent is required;
Associate's degree in IT related field; preferred;
Bachelor's degree in an IT related field; preferred;
Microsoft certifications; preferred.
Key Job Elements
Ability to solve common user problems in real time including software functionality, network trouble shooting and installation, personal computer and network configuration, operating systems and browser related issues; installing hardware or software as needed;
Global incident routing including validation, processing, triage, routing decision points and assignment;
Prioritize production-critical issues and escalate issue(s) to the appropriate technical staff;
Complete domain maintenance;
Assist with Webfilter, Internet and Firewall issues;
Entry level application maintenance;
Network and server hardware configuration;
Sarbanes-Oxley reporting;
Provide extra phone support and coverage, as needed;
Setup and configuration for new device procurement;
Prepare statistical and data reports, including usage trends and analysis;
Troubleshoot and accurately record caller's requests/issues;
Provide remote and on-site support to all staff;
Active involvement in problem resolution, follow-up, testing, workarounds and equipment suggestions;
Facilitate warranty claims and exchanges;
Accurately record customer support issues in tracking system;
Minimal travel to domestic facilities;
Other duties as assigned.
Qualifications and Experience
Required:
Basic networking experience with TCP/IP and Windows network;
Basic system administration experience, Windows preferred;
Familiar with Microsoft products, Linux, IBM, LN and SAP.
Preferred:
2 plus years IT/Computer experience;
Working knowledge of ITIL principles, including incident, problem, and change management processes;
Basic Microsoft Office experience, including Word and Excel;
Prior technical support/call center experience;
CompTia A Certified;
CompTia Network Certified.
Technologies in use on this job:
Microsoft Windows operating systems (current enterprise - supported versions);
Citrix;
Active Directory;
SCCM;
Microsoft Windows Server environments;
Microsoft Office 365 / 2016;
Cisco Software / Hardware;
Dell Hardware.
Strength - Position typically involves work in a standard office environment. Occasional standing and walking. Heavy lifting is rare but may be required;
Motion - Position regularly requires standard repetitive motions and hand/eye coordination associated with office communications. May require bending, lifting, standing, climbing, kneeling, crouching, walking, etc. in cases where Safety investigations require them;
Vision/Hearing Requirements - Constant verbal communications, including both talking and hearing;
Emotional Demands - Responsible for audits and reporting. Requires interpersonal skills and communication;
Safety - Position required to follow all safety guidelines and requirements.
Benefits
Compensation and benefits offered may vary depending on multiple individualized factors, job level, market location, job-related knowledge, skills, individual performance, and experience. Please note that salary is only one component of total compensation at Progress Rail.**
- Competitive Salary
- 401(k) plan with up to 6% company match (no waiting period with immediate vesting)
- Medical/Dental/Vision/Life/Disability Insurance
- Supplemental Accident, Critical Care, and Hospital Insurance available along with an HDHP and HSA with seed money
- Flexible Spending Accounts
- Paid Vacation
- Paid Holidays
- Paid Time-Off (PTO)
- Employee Assistance Plan
- Education Assistance Program
- Employee Recognition Programs
- Site specific Production and Incentive Plans
- Site specific Step and Skill Level Wage Adjustment Plans
- Site Specific Relocation and Sign-on Bonus Programs
*Benefits eligibility varies by job position, full-time/part-time and regular/temporary status. The provisions of the plan documents control such benefits.
**Subject to position, eligibility, and plan guidelines.