Help Desk Support Specialist

2 weeks ago

Bethlehem, Pennsylvania, United States Minerals Technologies Full time
Job Summary

The Technical Analyst II is a key member of our IT team, responsible for providing technical support to end-users on a variety of issues. This role requires a strong understanding of computer systems, hardware, and software, as well as excellent communication and problem-solving skills.

Key Responsibilities
  • Maintain, analyze, troubleshoot, and repair computer systems, hardware, and computer peripherals.
  • Document, maintain, upgrade, or replace hardware and software systems.
  • Support and maintain user account information, including rights, security, and systems groups.
  • Identify, document, research, and resolve technical problems.
  • Administer ServiceNow and respond to global support requests from the telephone Help Desk system, calls, email, and personnel requests for technical support.
  • Document, track, and escalate support issues in the Help Desk Ticket system and monitor the problem to ensure a timely resolution.
  • Work with and support Client Service Technical Analysts personnel in a global team environment.
  • Perform other reasonable duties as assigned.
Requirements
  • At least 4 years of experience working in a Help Desk Support environment.
  • Previous experience with ServiceNow administration.
  • Detailed knowledge of MS Windows, Microsoft Office Suite, Lotus Notes, Internet, VPN, and experience in PC support.
  • Familiarity with personal computer hardware in a break/fix environment and local area networking concepts.
  • Exemplary communication (both oral and written) skills.
  • Highly motivated self-starter with outstanding interpersonal skills and the ability to work independently and take ownership of a process.
  • Ability to work in a team matrix environment, encouraging information sharing and knowledge seeking, possess business skills and transfer them to others.
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 the 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.

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