IT Specialist

Portfolio Business : Huber Engineered Materials

J.M. Huber Corporation is one of the largest privately held, family-owned companies in the United States. Established in 1883, we are a diversified, global supplier of specialty and commodity chemicals, hydrocolloid solutions, engineered wood products and natural resources to customers spanning a wide variety of industries. With approximately $3 billion in sales and 4,000 employees worldwide, we have a material presence in more than 20 countries.

Position Summary

The IT Specialist is an IT On-site support position that acts as a subject matter expert for Huber Infrastructure and/or applications. The IT Specialist provides advanced technical troubleshooting, responding to user inquiries at an intermediate level. This position provides an enhanced (L2) user experience by understanding the needs of the customer or the business. The IT Specialist is an experienced professional that will bring maturity and critical thinking to the role. This position contributes to the success of projects and initiatives and supports continuous improvement by bringing suggestions or ideas to IT Management.

This position will support and enforce information technology (IT) policies, and Huber’s hardware and software compliance and lifecycle.

Principal Duties & Responsibilities

• Responsible for providing excellent customer service to users and the business by bringing a proactive and detail-oriented approach to all work. This includes resolving incidents and requests in accordance with defined SLAs as either the primary or escalated technician.
• Supports all applications, IT infrastructure, and services related to the site(s) that they support. This may include supporting IT and OT hardware and software.
• Coordinate, collaborate, or escalate with/to functional IT groups as needed to support the needs of the customer or the business.
• Performs the installation, upgrades, and support of IT equipment, along with troubleshooting any issues that may arise. This includes but is not limited to overseeing the entire lifecycle of PCs, ensuring their continued functionality and efficiency.
• Subject matter expert (SME) for some technology (hardware/software) that is used by the business and provides advanced technical troubleshooting in resolving issues at the site(s) they support.
• Serve as an SME for some technologies (software/hardware) and provide excellent on-site and remote technical support to customers and the business in alignment with the agreed upon SLA targets. All work should be documented completely after troubleshooting and confirmation of resolution.
• Coordinate with colleagues and/or Functional IT groups as needed to facilitate escalated technical support. Continue to serve as the “owner” of all queries through completion.
• Collaborate with the business to identify opportunities for improvement and make recommendations to IT Management. Support the creation and implementation of solutions as assigned.
• Support IT Management as needed in resolving Major IT Incidents.
• Serve as the intelligent onsite hands for Functional IT groups as needed to support the IT Infrastructure.
• Work independently with little direct supervision and is responsible for maintaining communication and completing deliverables by the assigned deadlines.
• When requested, provide technical assistance outside of normal office hours.
• Assist with communication to stakeholders and IT management as needed regarding service provisioning and outages.
  
  

Specialized/Technical Knowledge Or Required Skills

• Bachelor’s degree within Information Technology field of study, or equivalent work experience.
• Minimum 3 years of IT experience 3 years of End-User Experience (EUX) focus area expertise.
• Extensive experience with desktop hardware, software applications, operating systems and network connectivity is required.
• Advanced Windows Desktop OS knowledge is required.
• Knowledge of and experience with Active Directory, Network Essentials, Microsoft Office Productivity Applications, PC Setup/Imaging and VoIP/Telephony systems
• Experience with mobile device management (MDM) setup, troubleshooting, and configuration skills (iOS and Android)
• Experience supporting Audio and Video conferencing technologies (Zoom, Teams, or similar.)
• Excellent communication skills with the ability to understand and converse in English.
• Excellent customer service, interpersonal skills, telephone etiquette, time management, and problem-solving skills
• Excellent teamwork and collaborative skills
• Strong knowledge of service desk applications and associated operations (ServiceNow or similar preferred)
• Working knowledge of ITIL Service Management
• Ability to travel globally 5%-10% of time.
• This is an onsite role and would be required to provide support locally and via phone/collaboration tools, etc.
• Ability to lift and transport equipment weighing up to 50lbs/23kg, as well as the ability to crawl under desks or climb ladders as needed for IT tasks (installation, maintenance, etc.). There may be additional training required based on local/regional laws.
  
  

Our employees are our strongest asset, and their safety, health, and well-being is our highest priority. We respect the individual by providing opportunities for professional and personal development. Our Principles drive us to create an inclusive workplace where employees share core values, show dignity and respect toward others, and work hard to achieve their best performance.

J.M. Huber Corporation is an EEO / AAP employer. Pre-employment drug screening is required