Technical Support Specialist

4 weeks ago

Groveport, Ohio, United States Boar's Head Full time
Job Summary:

As a Technical Support Specialist at Boar's Head, you will be responsible for installing, modifying, configuring, and repairing computer hardware and software systems, as well as providing Tier I/II technical assistance to system users. You will also perform oversight and administration of ITSM Tools, accuracy of information in ticketing system, and compliance to current & future KPI's and Performance Metrics. Incident Queue Management & Problem Management (RCA) in ITSM Tool.

Key Responsibilities:

  • Installs, modifies, configures, and repairs computer hardware and software systems, and provides Tier I/II technical assistance to system users.
  • Perform oversight and administration of ITSM Tools, accuracy of information in ticketing system, and compliance to current & future KPI's and Performance Metrics. Incident Queue Management & Problem Management (RCA) in ITSM Tool.
  • Installs, configures, troubleshoots, and upgrades computer related production equipment, such as automated/manual labeling equipment, shop floor data collection terminals, mobile devices, HMI's, etc. Continuous Improvement, Innovation, & Technical & Functional Testing of new technologies.
  • Administration, Management, and Monitoring of Telephony & Voicemail Systems. Performs Tier I/II Support and troubleshoots/resolves Incidents or Problems related to telephony and voicemail systems. Installs and maintains extensions, phone lines, and fax devices as needed. Acts as liaison between equipment vendors and the company.
  • Performs administration and integration of local area network(s) (LAN) and wireless local area networks (WLAN), under the direction of the IT Systems Support Supervisor, IT Systems Support Manager, and/or Network & Security Team.
  • Implements, Maintains, & Supports any future electronic or technical systems as may be required.
  • Installs, configures, monitor's, troubleshoots, and maintains stand-alone/network LaserJet printers and/or Multi-Function Devices.
  • Assist IT System Support Analysts with triaging and resolving Tier I Oracle EBS, WMS, MWA, OPM, etc related issues.
  • Creates, Updates, and maintains Standard Operating Procedures, How To Documents and Work Instructions at the direction and/or request of the IT Systems Support Supervisor, IT Systems Support Manager. Reviews documentation for accuracy and integration into Knowledge Management System.

Requirements:

  • High School Diploma Required;
  • Associates/Bachelor's Degree Preferred One (3) to three (5) years of proven experience in a Manufacturing or Distribution environment. Support of ERP/MSC preferred.
  • A+ Certification or equivalent
  • Network +
  • CCENT Certifications and/or equivalent
  • ITIL Foundations or Equivalent Certification a plus

Work Environment:

Ability to work various hours, including 2nd/3rd shift & weekends. Work schedules vary based on production needs: will include extended hours and weekend work. Ability to work in confined areas, ceilings, and attic spaces to run wire for system integration or telecommunications.

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