Help Desk Applications & Operations Support

Description

Position Summary

This position provides employee support for technical inquiries received via phone, email, and messaging applications. Troubleshoot and resolve technical issues which includes but not limited to software and hardware issues on laptops, desktops, tablets, and/or smartphones. Position will also be responsible for assisting with iSeries support, assisting the BI Team by serving as the Help Desk point of contact for BI support, as well as working with the Operations team to assist with security initiatives. Work on special projects as assigned.

Position Duties/Responsibilities

Primary Responsibilities:

• Provide technical support via phone calls (call center), email, or in-person for any information technology issues and problems
• Serve as the Help Desk point of contact for BI support§ Special projects as assigned which could including projects such as Fleet management connectivity & CAT-related projects / relationship
• Security initiatives
• iSeries supports Back up IT Systems Manager as needed§ Assist with support for Caterpillar-related issues Resolve user and printer issues
• Diagnose and resolve technical problems with Laptops/Desktops, software, printers, mobile devices and Local Area Networks (LAN) and Wide Area Networks (WAN)
• Ensure all documentation including Help Desk Knowledge articles are updated timely and accurate
• Modify configurations, utilities, software default settings, etc. for the local workstation
• Configure and setup new/refurbished laptops/Desktops, mobile devices, and printers. This includes tracking computers
• Participate in the on-call support rotation to provide IT support after normal office hours
• Identify and document issues and requirements to resolve business issues
• Provide in-person support to various branches as requested

Supervisory Responsibilities:

• No formal supervisory responsibilities

Position Requirements

Required:

• Associate degree in business related field (Computer Science, Application Development, or Computer Programming) or equivalent years of experience
• Experience with IBM/i
• 5 years or more of experience in Information Technology field
• Valid driver's license.

Preferred:

• Bachelor's degree in business related field (Computer Science, Application Development, or Computer Programming) or equivalent years of experience
• 7 years or more of experience in Information Technology field

Knowledge, Skills, And Abilities

The requirements listed below are representative of the knowledge, skills, and/or abilities required to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

• Ability to work weekends and outside the typical hours of 8a.m. to 5 p.m.
• Strong multitasking abilities, detail-oriented and self-motivated
• Strong knowledge of Caterpillar software and network
• Professional demeanor with both internal and external contacts including personal appearance and friendly, courteous treatment of peers, and people at all levels inside and outside the organization
• Knowledge of commonly-used concepts, practices, and procedures within the IT industry
• Effective computer skills with Microsoft Office (Outlook, Word, Excel, and PowerPoint), and the ability to learn proprietary systems
• Ability to build and maintain effective customer and professional relationships through strong interpersonal skills with emphasis on relationship-building and consistent demonstration of solid professional judgment.
• Excellent communication skills, including verbal, written and listening skills.

Other Requirements of Position

• Works under close supervision. Employee may act independently for reoccurring assignments, but supervision is readily available for unfamiliar situations or problems.
• Major responsibilities typically require creativity and latitude; employee typically operates with specific objectives but often few written or unwritten procedures as guidelines; some policies or precedents for action exist.
• If an error is made while in this position, it will require minimal effort to identify and a minimal effect on the company
• Frequently communicates with coworkers and management
• Maintain equipment and supplies to avoid waste, damage to areas and equipment, and to prevent accidents

The duties and responsibilities described here are not a comprehensive list, and the scope of the job may change as necessitated by business demands.

All MacAllister Machinery companies are an Equal Employment Opportunity Employer, including Disabled and Veteran applicants.