Senior IT Support Specialist
1 month ago
As a Senior IT Region/Site Support Analyst, you will be responsible for providing exceptional customer service and technical support to our end-users. This includes resolving issues, answering questions, and ensuring a seamless customer experience through various communication channels.
Key Responsibilities:- Provide end-user support for the installation of manufacturing applications
- Capable of manufacturing system integration, including design, build, and implementation of manufacturing IT infrastructure
- Installation/configuration, support, and maintenance of standard, specialized, and customized applications
- Support and maintenance of standard, specialized, and customized computers and workstations
- Support and maintenance of network telecommunication equipment, including network routers, switches, wireless access points, and VoIP telephones
- Work with vendors to manage and implement business-specific applications
- Coordinate the resolution of end-user problems, providing the appropriate level of support and escalating issues as needed
- Define and document support processes
- Communicate with stakeholders to set expectations for problem resolution
- Participate in collaborative work and service restoration teams to ensure standards are being followed and service is restored quickly and correctly
- Perform root cause analysis to prevent repeat issues
- Drive continuous improvement by recommending procedures and controls for problem prevention and providing feedback to the Solutions Delivery Team
- Associate's or bachelor's degree in Information Technology, Computer Science, or related field or comparable experience
- Minimum of three (3) years of IT Support experience
- Well-versed with computer hardware and accessories
- Well-versed with Microsoft operating systems, including Windows 7 and Windows 10
- Well-versed with Microsoft Office software, including Office 2010, 2013, and Office 365
- Familiarity with Audio/Video conferencing through Microsoft TEAMS
- Effective communication skills, both oral and written
- Ability to quickly adapt and learn applications in use in the environment
- Ability to perform high-level troubleshooting and problem-solving
- Ability to effectively document resolutions
- Able to interact with executive-level end-users
- Basic understanding of network installation and support
- Ability to multi-task and work collaboratively
- Previous experience working with DuPont/Dow Information Technology organizations
- Familiarity with ServiceNow
- Works well and collaboratively with others
- Familiarity with supporting Mobile Devices (iPhone, iPad, Android, tablets, etc.)
- Basic understanding of Printers (local and Network) and printing methods (Server & DirectIP Printing)
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