Personal Computer Network Support

Job duties will include:

• Provide technical support for computers; install, troubleshoot, service, and repair personal computers, related PC software, and peripherals.

• Instruct users in the use of personal computers as the primary controller for manufacturing tools and machinery.

• Perform root cause analysis for complex issues and document technical solutions

• Provide any technical support above and beyond the Tier1/2 support vendor.

• Provide Windows systems management.

• Monitors ticket queues to ensure SLAs are met

• Work with software vendors to support third party applications.

• Provides offnet environment support

• Investigate information, network, and communications needs of users.

Basic Qualifications

• Minimum 5 years of Windows desktop support experience

• Proficiency in Microsoft products such as Windows Desktop OS and Office Product Suite.

• Strong troubleshooting abilities

• Familiarity with manufacturing operations, hardware, software, etc.

• Experience in Active Directory configuring user and computer accounts

• Good understanding of networking principles (such as the OSI model) .

• Proficiency in remote administration and troubleshooting of desktop PCs

• Understanding of Enterprise-level storage concepts.

• Ability to lift equipment weighing up to 40 pounds.

• Ability to work independently; appropriately escalate issues and roadblocks to leadership.

• Superior customer service and service delivery. Maintains composure in difficult situations, with challenging customers.

• Demonstrates personal integrity and high ethical standards in customer contacts as well as all internal relationships.

• Masters’ unfamiliar information, tasks, and situations quickly and effectively.

• Excellent communication skills, written and verbal.

• Ability to manage multiple priorities and time-sensitive mission critical needs.

• Customer and detail oriented and possess good decision-making ability.

Preferred Qualifications:

• Experience using ServiceNow in an enterprise environment

• 2 years of Windows desktop support experience in an enterprise environment (>1000 end points)

• Cross-platform experience (ie. Windows, Linux, Solaris, OSX, UNIX, etc.)

• CompTIA A , Network , and/or Security certification

• Associate or bachelor’s degree in relevant discipline.

• Experience supporting manufacturing operations, hardware, software, etc.

• Familiar with OT/ICS segregation principles

• Experience with support for OT/ICS environment