IT Support Specialist II

4 weeks ago

Houston, Texas, United States Precision Castparts Corp Full time
Job Summary:

As an IT Support Specialist II at Precision Castparts Corp, you will take on a more advanced role in providing technical support and solutions to end-users within our organization.

Your primary responsibility is to address and resolve complex IT issues that go beyond the scope of Level 1 support.

This includes diagnosing and troubleshooting hardware, software, and network problems, as well as managing escalated support requests from Level 1 technicians.

You will utilize your expertise to find creative and effective solutions, document processes, and maintain detailed records of support activities.

Additionally, you will play a key role in assisting with IT projects and collaborating with other IT teams to enhance our organization's technology infrastructure.

Your commitment to delivering exceptional customer service and technical expertise will be essential in ensuring the smooth operation of our IT systems and the satisfaction of our end-users.

This role offers opportunities for career growth and advancement within our IT department.

Key Responsibilities:

  • Provide advanced technical support and troubleshooting assistance to end-users, including resolving hardware and software issues, network problems, and connectivity challenges.
  • Diagnose and resolve complex technical problems, often involving multiple systems or software applications.
  • Act as the escalation point for Help Desk 1 technicians, assisting them with more challenging issues and providing guidance or training as needed.
  • Maintain accurate records of all support requests, resolutions, and configurations.
  • Assist in managing and maintaining hardware and software assets, including inventory, software licenses, and hardware configurations.
  • Conduct training sessions or workshops for end-users to enhance their technical skills and reduce the frequency of support requests.
  • Perform system administration tasks such as creating and managing user accounts, resetting passwords, and configuring access permissions.
  • Collaborate on or lead IT projects, such as system upgrades, software deployments, and network improvements.
  • Ensure that all IT operations comply with security policies and procedures and assist in managing security incidents.
  • Provide exceptional customer service by effectively communicating with end-users, managing expectations, and ensuring timely issue resolution.

Requirements:

  • A bachelor's degree in computer science, information technology, or a related field is preferred.
  • 3-5 years of experience in IT support or a related role, including experience as a Help Desk 1 or equivalent, is required.
  • In-depth knowledge of operating systems, software applications, hardware components, and networking concepts.
  • Strong analytical and problem-solving abilities to diagnose and resolve complex technical issues.
  • Excellent verbal and written communication skills to effectively convey technical information to non-technical end-users.
  • Ability to work collaboratively with other IT professionals and departments to achieve common goals.
  • A customer-centric approach to providing support and ensuring end-user satisfaction.
  • The capacity to adapt to evolving technologies and changing priorities in the IT landscape.
  • Meticulous attention to detail when documenting issues, resolutions, and configurations.
  • Familiarity with ITIL (Information Technology Infrastructure Library) principles and best practices for IT service management may be beneficial.
  • Proficiency in using IT diagnostic and troubleshooting tools.

Additional Requirements:

US Citizenship or Permanent Residency is required due to government military contracts.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

This position requires use of information or access to production processes subject to national security controls under U.S. export control laws and regulations (including, but not limited to the International Traffic in Arms Regulations (ITAR) and the Export Administration Regulations (EAR)).

To be qualified to work in this facility, a successful applicant must be a U.S. Person, as defined in those regulations, and able to supply evidence of that qualification prior to starting work or be authorized to receive controlled information under a specific license or permission from the relevant government agency.

The U.S. export control regulations define a U.S. person as a U.S. Citizen, U.S. National, U.S. Permanent Resident (i.e. 'Green Card Holder'), and certain categories of Asylees and Refugees.

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