Help Desk Support, Level 2

Overview

Minerals Technologies Inc. (MTI) is a leading, technology-driven specialty minerals company that develops, produces, and markets a broad range of mineral and mineral-based products, related systems and services. MTI serves a wide range of consumer and industrial markets, including household and personal care, paper, foundry, steel, construction and environmental solutions around the world. The company reported global sales of $2.2 billion in 2023.

Position: Technical Analyst, Level 2

Location: Bethlehem, PA

Job Summary

The Technical Analyst II is responsible for providing support to end users on a variety of issues.

Responsibilities

Primary Duties and Responsibilities

• Maintains, analyzes, troubleshoots, and repairs computer systems, hardware and computer peripherals.

• Maintains Windows base Image

• Documents, maintains, upgrades or replaces hardware and software systems.

• Supports and maintains user account information including rights, security and systems groups.

• Identifies, documents, researches and resolves technical problems.

• ServiceNow administration

• Responds to Global Support requests from telephone Help Desk system, calls, email and personnel requests for technical support.

• Documents, tracks, and escalates support issues in Help Desk Ticket system and monitors the problem to ensure a timely resolution.

• Works with and supports Client Service Technical Analysts personnel in a Global team environment.

• Other reasonable duties as assigned.

Operational Excellence

• Actively participate in the implementation of sustainable improvement processes, such as 5S, Kaizen, Daily Management Control, Standard Work and Problem Solving.

Qualifications

Knowledge Skills & Abilities:

• Must have at least 4 years of experience working in a Help Desk Support environment.

• Must have previous experience with Service Now Administration

• Must have detailed knowledge of MS Windows (et al), Microsoft Office Suite, Lotus Notes, Internet, VPN, and have experience in PC support.

• Must be familiar with personal computer hardware in a break/fix environment and local area networking concepts.

• Candidate must have exemplary communication (both oral and written) skills.

• Must be a highly motivated self-starter, with outstanding interpersonal skills and the ability to work independently and take ownership of a process.

• Must be able to work in a team matrix environment, encouraging information sharing and knowledge seeking, possess business skills and transfer them to others.

• Employee must be a self-starter with good communication, interpersonal, team, and problem-solving skills; strong customer service skills; able to sense and respond appropriately to the feelings, needs and concerns of others. Proven ability to gather critical information and the ability to quickly diagnose problems and provide an immediate solution or escalate the problem to the accountable technical resources for a solution definition, ensuring that the support process loop includes communication back to the customer.

• The employee is expected to be self-directed, take initiative and be persistent when appropriate to accomplish necessary duties and keep busy without prompting. Additionally, the employee is expected to be adaptable/flexible to changing work assignments, analytical, organized and detail-oriented, perform multiple tasks at once, compose correspondence and other documentation in a professional manner, express ideas constructively, actively listen to others, manage time effectively and efficiently to meet deadlines, learn and memorize procedures, display a cooperative attitude, read, understand and follow all company, job specific and safety policies/procedures, and attend/use all required training.

Travel:

• Travel may occur domestically and internationally as required approx. 25%

Working Conditions:

• While performing the duties of this job, the employee is typically required to regularly conduct work in a controlled office environment, moving around the office as needed, sitting at a desk, using office equipment, including but not limited to a personal computer, fax machine, copier and telephone, read, write, listen, speak, and understand English, have the ability to work independently, be dependable and maintain confidential information, integrity and composure at all times.

• Constant contact with individuals internal and external to the organization occurs via various methods of communication, typically including face-to-face discussions, electronic mail, phone calls, written letters and/or faxes.

• As needed, there will be exposure to plant areas, including outside weather conditions, loud noise from equipment and dust from production processes.

• While performing this job's duties, an employee is occasionally required to lift materials weighing up to and including 30-50 pounds.

Work Hours:

• Must have ability to work the shift/number of hours in which duties need to be accomplished, including overtime, holidays and weekends, as necessary. Call-ins may occur as needed.

Minerals Technologies Inc. (MTI) is a leading, technology-driven specialty minerals company that develops, produces, and markets a broad range of mineral and mineral-based products, related systems and services. MTI serves a wide range of consumer and industrial markets, including household and personal care, paper, foundry, steel, construction and environmental solutions around the world. The company reported global sales of $2.2 billion in 2023.MTI focuses on two major segments - Consumer & Specialties and Engineered Solutions.

Our Consumer & Specialities segment offers technologically enhanced products to consumer-driven end markets plus specialty additives that become functional components in a variety of consumer and industrial goods. This segment includes our Household & Personal Care and Specialty Additives product lines. The Household & Personal Care product line provides mineral-to-market products that serve consumer-oriented end markets including Pet Care, Personal Care, Fabric Care, Edible Oil, and Renewable Fuel Purification. Our Specialty Additives product line provides mineral-based technologies serving Paper, Packaging, Sealants & Adhesives, Paint & Coatings, Ceramics, Plastics, Food & Pharmaceutical markets.

Our Engineered Solutions segment offers advanced process technologies and solutions that are designed to improve our customers' manufacturing processes and projects. This segment includes our High-Temperature Technologies and Environmental & Infrastructure product lines. Our High-Temperature Technologies product line offers specially-formulated blends and technologies primarily for Foundry and Steelmaking industries. Our Environmental & Infrastructure product line provides waterproofing, water purification, remediation and other fluid management technologies for critical projects for Remediation, Water Purification, and Infrastructure.

MTI provides a business environment and promotes a culture that encourages all employees to contribute to our success. We have long been committed to the recruitment and advancement of the most talented and qualified people. We recognize that MTI's ability to provide the highest caliber of products and services is enhanced by a workforce that reflects the diversity of the communities and countries in which we work.

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