As a Site IT Support Analyst IV, you will be responsible for providing day-to-day technical support to employees for a range of hardware and software related systems. You will respond to and diagnoses problems through discussion with users, which includes troubleshooting, fault rectification and problem escalation. You will provide effective and timely resolution of users’ problems, queries or complaints. You will assist in hardware and software evaluation and recommends upgrades or improvements to IT infrastructure. This is an onsite role at our Grand Prairie, TX plant and you will report to the IT Infrastructure Manager.
Key Responsibilities
- Entry level position – Small Site(s) within country – day to day ticket resolution and fleet management according to standard KPI’s. Typically supplements Site IT analyst at a larger site and requires constant supervision
- Onsite Technology Support provides in-person assistance to employee end users including:
- Responds to telephone calls, emails, and personnel requests for technical support.
- Provide support to end users on a variety of issues. Identifies, researches, and resolves technical problems.
- Maintaining and troubleshooting a range of user problems including PC hardware/software/LAN and voice network
- Diagnosing problem source through discussions with users and coordinating with internal IT organization support and operations groups and/or with vendors to resolve problems
- Acquiring, installing, and upgrading PC components and software and planning for/responding to service outages and other problems
- Performs pro-active monitoring of PPG’s computer systems through appropriate tools.
- Documents, tracks, and monitors problems to ensure timely resolutions.
Qualifications
- A 4-year degree in Computer Science, Engineering, or related discipline.
- Strong interaction and interpersonal skills specifically listening, providing guidance
- Strong analytical abilities to quickly resolve technical problems, evaluate alternative approaches and to recommend the most feasible and economical solutions.
- Follow company standards and apply policies consistently.
- Strong verbal communication skills, including the ability to document operations procedures
- Availability to work rotating shifts and holidays
- A Fluency in English
- A driving license (B)
To conform to U.S. Government space technology export regulations, applicant must be a U.S. citizen, lawful permanent resident of the U.S., protected individual as defined by 8 U.S.C. 1324b(a)(3), or eligible to obtain the required authorizations from the U.S. Department of State.
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