Job Description :
SPECIALIZED SKILLS, KNOWLEDGE OR CERTIFICATIONS UNIQUE TO THIS ROLE Required Desired Windows Client (XP, 7, 8.1, 10, CE, and Mobile) MS Office Suite (including Visio) Client/Server application installation/troubleshooting ITIL process knowledge Experience with monitoring solutions Troubleshooting/Supporting hardware (printers, handheld scanners, tablets, laptops, desktops) Backup, restore, reimaging software and processes Asset management Presentation equipment Windows Server (2008, 2008 R2, 2012) Basic understanding of networking concepts from client perspective ROLE SUMMARY Support in documenting and validating the key processes required to execute all operations and planning activities. This includes maintaining and updating of documentation. Operative responsibility in problem management (incident management, problem management) in the IT environment. Prioritize, validate, and ensure completion of assigned tasks. Responsible for working within a team to maintain a high level of system availability and integrity with a focus on maximum uptime. Generate various reports to track ticketing trends and to identify problems or other issues. In a line side role, specifically manage and report on spare parts stocks that are used. Support Asset lifecycle management with proper documentation and communication. This individual will directly support end user activity (desk & line side) to ensure a highly efficient and supportive IT. Team member will be required to work varying shifts based on production program and to accommodate optimal covered for office customers. ROLE RESPONSIBILITIES Operative responsibility for incident management and problem management / Root cause analysis. Identify solutions which support business process maturity or improvement Oversee and prioritize operations activities for his/her shift and coordinate (company and contractors) work to meet operational up-time requirements, incident resolution timeframes, and problem management. Lineside: Track and report on spare parts status (including coordination with General Stores when necessary) Ensure operational availability (uptime) and integrity of supported equipment and applications. Lineside: Monitoring of IT Manufacturing network, servers, clients, and other IT manufacturing infrastructure. Support the implementation and tracking of Client System Updates, Client health status, Endpoint encryption Deskside: Support AV equipment and Telecom systems Support Asset Lifecycle Support system hosts device backup processes & imaging technologies where applicable. Escalation of issues to appropriate internal/external support groups when necessary. Maintain systems through ensuring all systems are properly named, labeled, have up to date AV definitions, properly patched, are part the domain, and are in working order. Overall, ensure all meet company specification criteria.