IT Support Specialist

Job Description

The IT Support Specialist is responsible for responding to issues in the area of workstation, laptop, network access, and telephone areas. Due to the Gerresheimer Glass operating hours, this position requires 24/7 on-call support.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Respond to calls and emails as required to support the operation.
• General IT Support duties and training of end users (resolve desktop installation/corruption/malfunction issues as required)
• Respond to user service requests via Service Now with PC questions and issues
• Support multiple sites remotely with application, hardware, SAP connectivity issues and folder security issues.
• Install, configure, and maintain personal computers, network cabling, and other related equipment, devices, and systems. Adds or upgrades and configures computer peripherals.
• Perform software and application installation, and upgrades.
• Create users and assign permissions in Active Directory
• Assist in computer networking and server operation functions.
• Assist in the management and maintenance of system security including, but not limited to Microsoft Defender, Zscaler
• Perform server and network monitoring using various software tools
• Escalate unresolved issues to the Systems/Network Administrator and/or Manager of Infrastructure.
• Images workstations, laptops and cell phones via Microsoft Intune
• Develop and maintain system documentation for daily operations and disaster recovery
• Manage purchasing of all PC hardware and software for multiple sites.
• Manage inventory of IT hardware (Desktops/Laptops/Printers) and mobile devices. This includes contacting vendors for system replacement and repair of failed equipment.
• Assist the rest of the Infrastructure team on large/team projects.
• Seeks prioritization from the Manager of Infrastructure for prioritization of their own workload if needed.
• Work with Group IT to deploy company driven strategy and initiatives throughout Gerresheimer worldwide.
• Enforce the Gerresheimer IT Best Practice standards.
• Maintain a broad knowledge of current and emerging state-of-the-art computer/network systems technologies, architectures, and products.
• Perform miscellaneous job-related duties as assigned.
• Observe all safety rules and regulations and performs job in a safe manner.
• Up to 25%+/- travel required throughout Gerresheimer Divisions.

Qualifications

Ability to communicate technical information to non-technical personnel.

• Knowledge of available computing and/or network hardware and peripheral equipment.
• Knowledge of computer and/or network security systems, applications, procedures, and techniques.
• Ability to identify and resolve computer system malfunctions and operational problems.
• Ability to provide a range of systems training and/or support activities for users.
• Ability to comply with change control management procedures.
• Ability to fully document all systems using a variety of tools, including Microsoft Visio.
• Ability to provide a range of systems training and/or support activities for users and other technical staff members
• Ability to clearly log/track all working time

EDUCATION and/or EXPERIENCE:

• 2-5 years professional experience in a service desk, help desk, or computer technician role.
• Either A+ or Network+ required, CCNA preferred
• Experience configuring and troubleshooting switches via the command line preferred
• Manufacturing environment preferred.

Additional Information

All your information will be kept confidential according to EEO guidelines.