IT Operations End User Support

IT Operations End User Support

Position Summary:

Provides technical support and management of the end-users including on-site and remote support for all laptops, desktops, printers, and other computing devices. Serves as the escalation point for complex problems requiring expert technical knowledge and understanding of business requirements. This role may contribute to the direction, selection of products and services, planning, and implementation of technology for the end user environment. Assist the Infrastructure team where applicable with a variety of technologies. Strong customer service skills, willingness to learn and grow, and a sense of urgency and accountability are all requirements for this role.

Main Tasks/Responsibilities:

• Provides all levels of technical support required as well as expert level as the point of escalation for IT Operations & Global Service Desk team members

• Assists in prioritizing work activities across the team to achieve service level requirements

• Creates, maintains, and documents processes and procedures following standards and policies, including configuration and change management

• Ensures utilization of the service management tools for logging, managing, and resolving incidents and requests

• Provide users with one-on-one technology training

• Assist with technical documentation and contribute to the creation/publishing of Knowledge Base articles used by all levels of support

• Troubleshooting, maintaining, and upgrading IT infrastructure including PC products, servers, network, Wi-Fi, and other hardware/software

• Complete new PC implementations and relocations.

• Must be physically able to safely lift and move full-tower PCs, desktop printers, and LCD monitors

Communication & Teamwork:

• Work across global teams to create common processes and procedures, which contribute to continuous improvement on the service delivery levels for all IT support

• Maintains a best-in-class customer-service focus and attitude at all times and holds others accountable for the same

• Final point of contact for all escalated resolutions

• Ability to prioritize activities and collaborate with other teams to deliver the best solution to the end-users; can influence without authority

• Excellent problem solving/analytical skills and proven ability to form effective, customer-oriented business partnerships

• Excellent communication and interpersonal skills, and ability to work effectively with all organizational levels within a culturally diverse environment

Other Requirements:

• Required to work an after-hours rotation as needed to meet project deadlines, system maintenance, work assignments, repairs or to address emergencies.

• Including "after-hours," nights, weekends, and holidays

• Experience in a manufacturing environment is preferred

Qualifications/Skills/Expertise:

• Minimum of 1 year experience in a hands-on technical role

• 2 year degree in computer related field or equivalent experience

• Certifications are a big plus, A+, Net+, MCSA/MCSE, MCTS, Security+, CCENT/CCNA/CCNP.

• Expert / industry-leading experience, knowledge, and troubleshooting skills in the following technical areas:

• Administering enterprise environments with Windows 10 and O365 Environment

• SCCM, RDP, SharePoint, Solidworks, VPN and remote environments

• TCP/IP, DNS, WINS, DHCP, LAN, wireless, AD, Cisco Hosted Telecom - Kurmi, Jira, Confluence, ServiceNow, AWS Cloud, VMWare, Dell, TEAMS, & Video Conferencing

• Excellent written and verbal communication, interpersonal, and leadership skills; ability to work effectively with all organizational levels within a culturally diverse environment

EEO and Culture Statement:

Enpro is a leading provider of engineered industrial products for the processing and general manufacturing industries worldwide. The company operates in three segments: Sealing Products, Advanced Surface Technologies, and Engineered Materials.

Sealing Technologies-Safeguarding Critical Environments

Composed of Garlock, STEMCO, and Technetics Group, these businesses leverage a high degree of materials science application expertise, extensive proprietary knowledge, and deep customer relationships to create innovative sealing solutions complemented by value-added systems integration.

EnPro Industries is an equal opportunity employer. Legal authorization to work in the United States is required. We will not sponsor employment visas now or in the future for this job.