This individual will work most of the time with no direct supervision to provide second/third level business technology support. They will collaborate/coordinate with business unit management and Technology Operations (TO) to support their clients in meeting business operational and financial goals. They will provide project management for business initiatives that include business enabling technology. This position requires working with clients at all levels (field operations, knowledge workers, supervision/management and executive) in providing operational / business technology support. This individual will support unique business applications and requirements (mobile data, SCADA, field workforce devices, etc... )
Provide first level support and technical assistance for incoming requests and incidents related to computer systems, software and hardware and tracking in ticket management system.
Recommending, configuration, installation, maintenance and training of end user technology (such as personal computer, laptop, smartphone, mobile workforce devices, etc.) and software.
Provide the analysis/defining of client technology requirements
Provide technology project management in support of business initiatives
Collaborate / Coordinate with TO (LAN, Network, Desktop and Security) and external vendors to provide onsite end-user / infrastructure support
Collaborate / Coordinate with TO (LAN, Network, Desktop and Security) in the development and support of corporate technology standards
Support Corporate TO in the installation / configuration / maintenance of network WAN (routers, switches, etc.) and LAN equipment (servers, VOIP, etc.)
Lead in selection and testing of technology hardware and application software
Documentation of technology testing in support of business requirements
Direct presenting/preparing end user training and/or documentation.
Provide status reports and problem summaries, and project status as required.
Responsible for asset management in their assigned area(s)
Associate Degree or equivalent work experience in a technology field (4 Years)
4 years of experience providing technical support of personal computers, peripherals, printers, local area networks, wide area networks, and software in both desktop and help desk environments.
Knowledge, Skills, Abilities, and Other Characteristics:
Demonstrate strong interpersonal skills and listening ability to communicate effectively with clients, vendors and co-workers
Demonstrate effective oral and written communication skills
Demonstrate advanced knowledge of both end user (desktop, laptop, smartphone, etc..) and infrastructure (LAN, network, etc..) technology support
Demonstrate project management skills
Ability to read, understand and apply technical documents
Ability to solve problems and make sound decisions
Ability to work independently with limited or no direct supervision
Ability to quickly assimilate new business processes and technology changes
Ability to prioritize and schedule tasks, pay attention to detail and demonstrate good organizational skills
Ability to work successfully in a team and inter-team environment
Ability to share technology skills and experience in a team environment
Normal Office Environment
Travel to Field site frequently, overnight as required
Provide on call support on a rotational schedule