The IT User Success Specialist will be responsible for initial response and diagnosis of help tickets and requests submitted to the IT team – assisting the user and solving the problem if possible, or otherwise routing the help case onto the proper internal resource if it warrants a specialist of a particular segment of the team.

AN OVERVIEW OF WHAT YOU’LL BE DOING:

• Be point of contact for end users, via help ticket system, phone, instant message, etc.
• Support the hardware of end users – computers, printers, scanners, cables, monitors, etc.
• Support the software of end users – password issues, email config, MS Office usage, ERP system support.
• Be physically present at various places in the plants when hands-on assistance is required, either by end users or by the IT team.
• Work off a list of assigned/open cases – be responsible for timely completion of cases, and entering data about resolutions provided including communications with IT and users per expectations
• Be available for off hour emergencies – able to get to the plant to assist in power outages, down equipment, etc.
• Focus on expedient resolution and escalation if necessary

SKILLS & ABILITIES

Required:

• High school diploma / equivalency
• General knowledge of computers and computer hardware and a general knowledge and familiarity with MS Office products or equivalents, as well as Windows OS. Understanding iOS navigation and general troubleshooting of iOS.
• Effective Listening and Communication Skills- Ability to follow instructions well and to be able to accomplish tasks in a diligent fashion. Ability and comfort with communicating / interacting with all employee org levels (office, floor, exec mgmt., etc.) at all companies.

Preferred:

• Associate or Bachelor degree in a computer science/technology field of study is preferred but not necessary

The IT User Success Specialist based in Logansport will be responsible for first contact / tier 1 end user support, mainly for users in MPI Corp’s Logansport facilities (600 Humphrey, 112 Mildred, and 500 W. Clinton).