IT Site Support Specialist

Job Title: Level II IT Site Support Specialist

Location: Plymouth, Michigan (on site 5 days a week)

6 month+ contract to perm

Job Description

This role describes an IT generalist position that will partner with IT enterprise teams to provide site level Infrastructure support (MS Office, Desktop, Printer, basic networking etc.) supporting all levels of the business, including Executive level, admin and manufacturing teams.

Essential Duties and Responsibilities:

• Supports Incident and Request management submitted through the incident management system per service level objectives.

• Supports procurement processes of IT assets, installation, configuration and supporting end user devices like Laptops, Desktops, Workstations and mobile devices.

• Working with Enterprise IT teams and/or external vendors to support on-site Infrastructure components (Server, Network (WAN & LAN), Monitoring UPS and Switches, Backup Environment etc.).

• Manages and maintains CMDB assets through tools and conduct random physical audit.

• Maintains and loads backup tapes per backup policy and direction from Global Data Preservation team and support restoration of data per requests.

• Follows Change Management processes and Critical Communication Process during outages and changes.

• Actively participates in Local and Regional areas to understand business requirements, team progress, and work on action plans per committed timelines.

• Participates in BOS Reporting, Continuous Improvement and exercise deep problem solving (8D) to avoid repeat issues.

• White glove support of Executive team and their assistants.

• Introduction of new technologies as they pertain to the Executive level team, including but not limited to detailed planning, training and documentation.

• Reports issues through service desk tools and follows-up through enterprise team and or vendors for critical and high issues tracking and escalating until closure.

• Other duties as required.

Specialized Skills and Knowledge:

• Direct experience supporting Executive (C-Suite) level customers

• Demonstrated ability to identify root cause of problems and recommend / implement solutions

• Experience with Organizational Change Management methodologies.

• Highly organized and possess excellent verbal and written communication skills. As duties and priorities change frequently, you must be prepared to multi-task.

• Excellent written and verbal communication skills in English.

• Excellent knowledge of Windows 10, Office 365 (including Outlook, Microsoft Teams), Beyond Trust Remote Support (Bomgar) and PC and Printer Hardware.

• Ability to work with limited Supervision.

• Excellent Service Desk process knowledge and good understanding of service level objectives.

• Ability to learn quickly and willingness to adapt to changes.

• Ability to interface and influence at multiple organizational levels and initiate escalation appropriately.

• Excellent relationship building and networking skills and ability to translate technical concepts into nontechnical terms.

• Organized and able to function successfully in a team environment.

• Nice to have experience with AV support as it pertains to executive boardrooms and meeting rooms.

Minimum Requirements:

Education

• Bachelors’ Degree in Computer Science.

• ITIL, Microsoft Certified Desktop Service Technician (MCDST), HP Desktop / Printer preferred.

Physical Demands, Work Environment and Work Experience

• Minimum 2 years of Executive level support

• Minimum 5 years of experience working in an IT operations / service organization within a complex IT Infrastructure environment providing support on-site and remotely (automotive and / or manufacturing industries is a plus).

Ideal candidate will have some experience supporting manufacturing environment.

• Often required to sit and use their hands and fingers, to handle or feel.

• Occasionally required to stand, walk, reach with arms and hands, climb or balance and to stoop kneel, crouch or crawl.

• Vision abilities required include close vision.

• The noise level in the work environment is usually quiet to moderate.