Desktop Support Specialist

Job Title : Technology Specialist Level II

Duration : 12-18 Months with possible extension

Location : Neenah, WI

Pay range : $38-$41 / hr

Job Description

Support the day-to-day 24-hour operations of PC’s, servers, and networking equipment for the manufacturing location. Coordinate small to medium size IT (Information Technology) projects for the plant and contribute to large IT projects I. E. Audit Remediation, MONK, SMOM, Cyber, AGV

Customers :

Primary customers will be the site personnel in the office and manufacturing areas. Key stakeholder and working relationships will be established with engineering, infrastructure, and the business depending on the assignment and project scope.

Reports :

The incumbent works within the ITS (Information Technology Services) Infrastructure Coordination & Delivery Manager’s Team and may take functional work direction from others at the facility.

General Duties by Product or Service :

• Network Support : Installs and supports network equipment with guidance from Network Operations team to include handheld RF Scanner.
• Server Support / Maintenance : Coordinates or performs New Physical or Virtual Server installation, IOS Upgrades, critical patching, and maintenance with assistance from the Server Team.
• PC Support / Deployment : End to end roadmap ownership including; ordering, imaging, troubleshooting, and maintaining accurate inventory management through Service-Now.
• Printing Services : Manage multi-function device and printer fleet – Procures and provides basic support, escalates issues to printer vendor.
• Unified Communications (Voice / Video) Support : Installs and supports UC equipment with assistance from UC Operations team.
• Mobility Services : Assist with new equipment requests and some configuration.
• Surplus Coordination : Documents and coordinates IT hardware surplus equipment process for inventory purposes and asset disposal.
• Supports Operational Excellence within the site(s) of responsibility :

o Provides operational support to the Mill related computer systems and installed applications, resolves minor infrastructure problems, and escalates higher impact issues.

o Leads the planning and execution of Mill cyber and infrastructure projects.

o Manages and coordinates local Infrastructure vendors work at site.

o Ensures LAN / WAN and related computer systems are compliant within established control procedures.

o Review and control access to MDF and other sensitive areas with established control procedures.

o Maintains site IT Business Continuity Plan.

o Maintains a 1 to 3-year IT plan.

o Seeks out and relays future technology recommendations between mill and centralized technology teams.

o Coordinates technology recommendations and changes from other IT teams.

o Performs site IT administration support, requests new employee accounts (LAN, email, etc.), provides IT on-boarding training. Procures IT infrastructure components according to KC established procurement process.

o Provides education to Mill users on KC available technologies and their proper use. Manages communication plan for recent technologies implementations.

o Facilitates collaboration between stakeholders who share common objectives.

o Demonstrates a commitment to quality performance through personal example by adopting a customer-based philosophy in the level of service provided.

o Demonstrates an analytical and systematic approach to problem solving.

o Rapidly absorbs new technical information and applies it effectively.

Basic Qualifications :

Customer Expectations :