Business Process 

• Provide technical support on operational or maintenance aspects of system equipment 

• Diagnose mechanical, hardware, software and systems failures, using established procedures 

• Perform remote or on-site servicing and/or repair of company products/services 

• Collaborate to implement best practice system solutions and process changes. 

• Document functional requirements and ROI opportunities.  Identify and address root causes of business process problems. 

• Design functional solutions that enable process change, continuous improvement and competitive advantage. 

Infrastructure Services 

• Implement Plant system security controls according to established standards, implement and maintain secure supplier remote access solutions for line of business machines collaborating with Information Security. 

• Recommend and implement enhancements to meet business availability needs.  Ensure availability and recovery requirements are implemented according to established architectural and design standards. 

• Collaborate with customers and IT peers to understand Plant system requirements for performance, recommend enhancements to established standards, implement and conduct tests to ensure acceptable performance thresholds are achieved. 

• Analyze, deliver and maintain Plant client, server and network technology according to business and technical requirements. 

Application Services 

• Actively contribute to requirements gathering process focusing on infrastructure components.  In production support scenarios, support identification of incident trends and build proactive plans to eliminate. 

• Collaborate with application designers and vendor solution providers to proactively model optimized infrastructure solutions. 

• Comprehensively test all infrastructure components of IT solutions to ensure business requirements are met. 

IT Process 

• Adhere and comply with System Development Lifecycle (SDLC) and Release Management processes and procedures. 

• Manage stages of projects through uniquely assigned project manager roles and responsibilities.  Execute project management disciplines to ensure project activities and tasks are delivered on time, within budget and according to approved scope and quality requirements. 

• Conduct effective investigation, diagnosis and root cause analysis of Incidents / problems.  Develop, Implement and document solutions in a timely manner and validate with system users that service has been restored. 

• Conduct proper urgency, impact and risk assessment of change requests.  Plan, schedule, implement and document changes in accordance with core SDLC and Change Advisory Board processes. 

• Execute timely and accurate time tracking of all work hours.  Contribute to accurate estimation of work activities and tasks. 

• Performs other duties as assigned 

• Four-year college degree preferred.  Focus on computer science, information systems or a related field desired.  

• Minimum of 2-year college degree 

• Two years’ experience with desktop / server hardware and software installation and support required 

• Exceptional oral and written communication and customer service skills required 

• Display a high sense of urgency, adaptability and flexibility in a fast-changing environment 

• Possess excellent problem-solving abilities including analytical, prioritization, and escalation 

• Ability to work within the multiple departments internal to IT 

• Planning skills 

• Knowledgeable of Microsoft Operating Systems, Office, Networking, Mobile Devices, and computer hardware 

• A+ and Network + certification is preferred  

• Basic technical understanding of networking technology (Wi-Fi, switches, LAN, etc.). 

• Ability to manage a 4-year technology refresh cycle 

• Understanding of desktops, laptops, printers, and other peripherals 

• Ability to perform computer imaging 

• DHCP, DNS, IP Addressing, Windows Server 2019+ administration experience desired. 

• Ability to be on a regular on-call rotation and willing to travel as needed for projects. 

• VMWare ESX and/or Nutanix AHV administration experience desired.