What are the responsibilities and job description for the Customer IT Support Specialist I position at honeywell2-pilot?
Innovate to solve the world's most important challenges
Honeywell is a Fortune 100 company that invents and manufactures technologies to address critical challenges linked to global macrotrends such as safety, security, productivity, global urbanization and energy. With approximately 129,000 employees worldwide, including more than 19,000 engineers and scientists, Honeywell has an unrelenting focus on quality, delivery, value, and technology in everything they make and do. Honeywell has been named a Top 100 Global Innovator for seven years in a row, recognizing the company’s global reach of portfolio and invention influence.
In Kansas City, Honeywell Federal Manufacturing & Technologies (FM&T) manages and operates the U.S. Department of Energy/National Nuclear Security Administration’s (NNSA) Kansas City National Security Campus. This state-of-the-art engineering, manufacturing and sourcing facility produces a wide array of intricate components to deliver trusted national security products and government services primarily for the NNSA. Honeywell FM&T’s culture of integrity, commitment and continuous improvement enables them to deliver responsive, collaborative, and innovative management and technology services and products that translate into cutting edge solutions to complex national security issues.
***This position will be in Kansas City, MO***
Summary of Dutiea:
- This role is responsible for making sure our customers receive helpful service and timely responses to Information Technology (IT) support requests and questions
- This role will focus on creating and maintaining high quality, timely and consistent experiences across all customer support touch points, which can include (but is not limited to): In-Person,
- Email, chat and phone correspondence, Web-based support, tools/applications/portals, Support documentation/ content, Virtual demos/training sessions, In-person meetings/events/trainings
- Performs customer support, training, and troubleshooting activities for various IT services
- Interacts with customers, troubleshoots, and resolves problems related to hardware, software and/or process to the customers' satisfaction
- Interacts with customers over the phone, via e-mail, or by visiting the customer site
- Transfers issues that require more detailed analysis to more experienced personnel
- May receive and record customer inquiries regarding computer-related problems and/or services
- Notifies customers when problems have been resolved and closes log entries
- Assists in the process of evaluating and making recommendations regarding hardware, software, process, and services that will improve overall IT support for customers
- Asset Management activities that identify and labelling new IT assets, purchasing of new IT assets, and documentation associated with IT Asset Management tools or systems
- May have responsibility for performing periodic audits with both internal and external examiners
- Executes customer support tasks and assignments given by more senior personnel
- Arranges for assistance from others for highly complex technical support areas
- Organizes and conducts training activities required for various hardware and software capabilities in support of customer needs
- May perform duties as assigned
