IT Support Coordinator

2 weeks ago


Sandersville, Georgia, United States Imerys Full time
About Imerys

Imerys stands as the premier provider of mineral-based specialty solutions for various industries, boasting €3.8 billion in revenue and a workforce of 13,700 across 54 countries in 2023. The Group delivers high-value and functional solutions to a diverse array of sectors and rapidly growing markets, including those focused on energy transition and sustainable construction, as well as natural solutions for consumer goods. Leveraging its expertise in material science, technological knowledge, and application understanding, Imerys offers solutions that enhance the essential properties and performance of customers' products. Committed to responsible development, Imerys prioritizes environmentally friendly products and processes while aiding customers in their decarbonization initiatives.

Position Overview
IT Coordinator

Role Summary

As an IT Coordinator, you will oversee the installation and maintenance of network hardware, software, and communication links, ensuring minimal network downtime. You will be responsible for diagnosing, resolving, and documenting hardware and software issues promptly and accurately, providing users with the necessary support.

Key Responsibilities

• Uphold the global vision of support activities, ensuring alignment with the overall group strategy and business objectives.

• Address all support requests (Incidents, Service Requests, complaints) while adhering to quality and timeliness standards.

• Ensure compliance with service delivery processes and standards.

• Embrace a continuous improvement mindset, not just resolving issues but also enhancing processes.

• Develop a comprehensive understanding of projects affecting the service area to minimize service impact.

• Act as a problem solver in technical (infrastructure, network), functional (application), and organizational (user training, internal issues) matters.

• Serve as an escalation point within the operations and IT organization.

• Establish and monitor customer satisfaction metrics, presenting results to the IT organization.

• Define and track support performance indicators to foster a culture of continuous improvement.

This role is vital for the efficient operation of the Global Help Desk and the Imerys computer network.

As the coordinator, you will manage all procedures related to identifying, prioritizing, and resolving end-user requests, including monitoring, tracking, and coordinating support functions.

Qualifications
  • At least 3 years of hands-on experience in IT Service Support and Service Delivery within a large, diverse enterprise IT environment.
  • Strong understanding of business processes and the dependencies on supported technologies.
  • Bachelor's Degree in Computer Science or a related field is preferred.
  • ITIL certification or equivalent is desirable.
  • Familiarity with G Suite is a plus.
As the IT local representative, you will also be responsible for managing change requests related to:
- Network
- Infrastructure
- Security
- Applications
- Asset Management

Physical and Environmental Considerations

• The role involves using computer and telephone equipment, requiring specific vision capabilities for both close and distant vision.

• International travel may necessitate physical effort associated with luggage and professional equipment transport.

• Job requirements may accommodate individuals with reduced mobility.

Imerys is an Affirmative Action and Equal Opportunity Employer, committed to not discriminating against any employee or applicant based on race, color, religion, sex, national origin, age, marital status, sexual orientation, gender identity, genetic information, disability, veteran status, or any other status protected by federal, state, or local laws.

Employment Type
Full-time
and
Permanent

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