Technical Support Specialist, Cox Manufacturing

4 weeks ago


San Antonio, Texas, United States Cox Manufacturing Full time

Job Summary:

The Service Desk Analyst position at Cox Manufacturing is responsible for delivering essential information technology services to internal customers in support of business objectives. This role requires a strong understanding of IT systems and the ability to troubleshoot hardware and software problems.

Key Responsibilities:

  • Answer calls and execute request fulfillment actions
  • Provide functional user support, training, and initial diagnostics/troubleshooting
  • Diagnose and resolve issues on office information systems
  • Provide support for implementation, troubleshooting, and maintenance of IT systems
  • Provide first-level problem identification, diagnosis, and resolution of problems
  • Maintain and return customers to normal IT Operations with minimal impact on business activity
  • Provide tier 1/2 support to end users for desktop, server, applications, communications, or hardware
  • Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems
  • Simulate or recreate user problems to resolve operating difficulties
  • Recommend systems modifications to reduce user problems
  • Provide local Technical Support Services for end user support on multiple network disciplines within the organization
  • Develop and document process and procedural enhancements and assist other departments as needed for continuous process and service improvement
  • Communicate with the IT Operations Lead for the Operations team to maintain compliance with Service Level Objectives (SLOs) in accordance with organizational standards
  • Contribute to the change management process; represent the interests of the customer when assessing risk and impact

Requirements:

  • Bachelor's degree in computer science or related field OR Associates degree with at least 2 years' relevant experience OR 4 years' relevant experience
  • Proven ability to manage technical processes, information analysis, and IT experience
  • Understanding of applying basic security principles to the computing environment
  • Ability to troubleshoot hardware and software problems related to desktop computers, print servers, scanners, printers, mobile phones, desktop video/video teleconference systems, and peripherals
  • Demonstrated knowledge and accomplishment in analyzing, diagnosing, and recommending solutions for hardware and software problems
  • Demonstrated ability with installation, configuration, and the ability to learn unique applications and programs
  • Ability to troubleshoot Microsoft products including, but not limited to, Windows, MS Office, including Windows security, and other Microsoft desktop products
  • Experience installing and supporting workstation hardware and software
  • Knowledge of industry standard Incident Ticket Tracking systems for inputting incident tickets and creating work orders
  • Excellent written and verbal communication skills and excellent customer service skills
  • Ability to work 7am to 4 pm, Monday through Friday- ONSITE


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