IT Support Center Specialist RST

Job Summary: Provide customer service support to GNJ's field technicians. Assist them in working with their computer tools effectively and efficiently. Maintain devices/accessories, including inventory of assets for various toolsets, namely: iOS devices (iPad, iPhone), OwnCloud, JDE, AMPC, and TMPC. Provide backup support to our mobile device administrator and the rest of the IT team related to various projects.

Main Work Activities: Activity A Customer Service

20%

• Assist end-users via phone, email, with a wide range of questions, issues, and requests regarding their computer tools and connectivity needs in a timely, professional, and supportive manner.
• Communicate announcements and policies to users and managers according to IT department instructions.
• Review, prioritize, and/or escalate RST incidents and requests.
• Assist in analyzing root causes, investigations if necessary, and resolution of documents in the knowledge base.
• Assist in preparing Toolset training materials and provide technological training to RST.
• Activity B Administration

20%

• Ensure toolsets/assets are up-to-date with the latest software/security versions (AMPC/TMPC).
• Assist in maintaining and monitoring the asset inventory database.
• Update and action all assigned Service Desk tickets, capture troubleshooting and resolution activities. Take measures within the SLA, escalate as needed, and take ownership until closure.
• Activity C Hardware/Software Toolset Support

40%

• Deploy hardware and assist in software deployment as needed for RST users across the country.
• Provide training/orientation to RST users as needed.
• Identify potential future issues (related to hardware and software toolsets) and escalate if necessary.
• Escalate any RST concerns or troubleshooting issues to senior IT staff.
• Support various operating systems and applications.
• Maintain and upgrade system hardware/software as needed with direction/support from senior staff.
• Backup mobile device coordinator with iOS device configuration and RST-related service tickets.
• Activity D Toolset Research and Development

10%

• Research and learn about new computer toolsets and software products as they are introduced.
• Attend factory training courses for new/upcoming computer toolsets.
• Utilize and test new computer toolsets (JDE, iOS, Apps, AMPC, TMPC, Owncloud, etc.) for compatibility.
• Assist in documenting current and new processes.
• Escalate all viral threats and other security threats to senior IT staff (Cyber Security Admin/TIII + Management).
• Follow senior IT staff instructions regarding planning, creation, and deployment of security and device management updates.
• Identify process improvement opportunities, share with IT team.
• Assist the IT team in various tasks as needed and participate in various projects according to IT department directives.
• Activity E Liaison with Automation and Technical Training Departments

10%

• Stay up-to-date on factory communications regarding software issues and new versions.
• Work with Automation/Training departments to identify software-related issues.
• Work with Automation/Training departments and the factory to resolve specific equipment issues.
• Work with Automation/Tech Training to ensure RST has the necessary computer toolset updates before attending training sessions.