Technical Support Specialist

Ecovyst is a materials science, catalyst, and services company dedicated to creating innovative technologies that play a critical role in supporting ecological health and help our customers solve complex challenges.

Our cutting-edge solutions span across two industry-leading businesses, Ecoservices and Advanced Materials and Catalyst.

• Ecoservices is dedicated to services that have a positive impact on our planet. Our Ecoservices business provides specialty grade high purity virgin sulfuric acid for a number of diverse and growing end uses.
• Advanced Materials and Catalyst Technologies specializes in silica supports and catalysts. This business allows us to develop innovative technologies that enable our customers and value chain partners to create sustainable products.
  
  

What We Offer

• Competitive pay
• Full benefit package
• 401k matching
• Tuition Reimbursement
  
  

Position Overview

Join Ecoservices as a Technical Support Specialist and be the go-to problem-solver for our Baton Rouge plant! You'll provide essential technical support, ensuring our team stays productive and connected. This non-supervisory role reports directly to the Service Desk Manager and offers a dynamic environment where you'll tackle diverse IT challenges.

What You'll Do

• Provide Top-Tier Support:
• Respond promptly to support requests via phone (8x8 call queue) and our ITSM ticketing system, aiming for resolution within two hours.
• Handle walk-up requests and prioritize tasks effectively.
• Perform scheduled on-site support visits to the Waggaman, LA facility regularly. Travel to the site as needed to address urgent requirements.
• Document issues and solutions meticulously in the ITSM system.
• Troubleshoot and resolve problems related to Windows 10/11, Office 365, network connectivity, VPN, Microsoft Teams, OneDrive, and software phone systems.
• Perform account management tasks, including password resets, account creation, and audits.
• Install software and facilitate escalations for issues like mobile phone requests, network problems, and mailbox updates.
• Maintain and Manage IT Infrastructure:
• Update inventory records for IT assets.
• Perform system imaging/reimaging using PXE.
• Participate in special projects, such as end-of-life replacements, migrations, and account reviews.
• Travel domestically (approximately four times a year, three days per trip) to support other Ecovyst offices.
• Support local and wide area networks, adhering to corporate IT policies.
• Manage the on-site data center, including UPS battery monitoring.
• Provide infrastructure support for enterprise applications, including working with business and application owners.
• Serve as a point of contact for assigned vendors and suppliers (Dell, Ricoh, etc.).
• Collaborate and Communicate:
• Attend team, site, and company meetings.
• Provide clear and concise technical documentation and training.
• Participate in an on-call rotation with other team members.
  

What You'll Bring

• Minimum of 3 years of experience in a Help Desk or on-site support role.
• Associate's degree or technical training in IT or Information Systems preferred.
• Proven ability to troubleshoot and resolve technical issues remotely and in person.
• Experience supporting Windows and Office 365 applications.
• Strong customer service and communication skills.
• Excellent problem-solving and critical thinking abilities.
• Detail-oriented and able to prioritize tasks effectively.
• Ability to work independently and as part of a team.
• Proficiency in Windows Active Directory/Domain Environment.
• Familiarity with hardware (Dell, Cisco/Juniper, Ricoh/HP) and software (Windows Server, SCCM/MECM, 8x8 Work/Voice, Azure, etc.).
• Experience with wireless device support (Apple iPhone/iPad).
• Computer imaging/deployment experience.
• Experience with warehouse technologies (Zebra printers, PLC networks) in chemical plants is a plus.