IT Site Support Engineer (Manufacturing Location)

ID: REF4224B
Job Type: Full-time
Location: Pine Bluff, AR
Post Date: 3/9/2020

Job Description

The Site Support Engineer is responsible for providing enterprise-level assistance to the organization. This role will diagnose and troubleshoot software and hardware problems as well as install applications and programs as needed. The position reports to the IT Operations Manager.

Responsibilities include identifying and resolving PC, network, or server issues, as well as configuring operating systems and using remote desktop connections to provide immediate support. Ultimately, this role will provide customer friendly interactions to timely and accurately resolve issues and deploy solutions.

Specific Job Duties:

  • Demonstrates good customer service skills and work ethic.

  • Installs, administers and maintains PC operating systems, and associated system software, including upgrades, preventative and corrective maintenance.

  • Provides incident and problem management with responsibility for resolution and root cause analysis of complex PC hardware and software issues and basic server and network issues.

  • Assist with IT Infrastructure projects or initiatives as required.

  • Assist with the development of new and modification of existing procedures and clearly communicates such procedures and developments to other stakeholders.

  • Provides prompt and accurate feedback to customers.

  • Ensures all issues and requests are properly logged.

  • Monitors and evaluates system performance and perform tuning functions to achieve optimal system efficiency and throughput. 

  • Monitors and evaluates system capacity through analysis and/or trends to make upgrade recommendations.

  • Interfaces and cooperates with business and application support teams and regional infrastructure functions including operations, network, and Service Desk as required.

  • Participates in development of computer policies while understanding the business impact of said policies.

  • Assist Service Desk with user mobile computing issues and solutions

  • Maintains familiarity with security policies for the Wintel Platform per policy established by IT Security.

Qualifications

  • Bachelor’s degree in IT plus three (3) years of experience in an IT environment

  • Associates degree in IT plus four (4) years of experience in an IT environment

  • Professional certification plus five (5) years of experience in an IT environment

KNOWLEDGE AND EXPERIENCE:

  • Excellent knowledge of PC operating systems.
  • Excellent PC hardware and software troubleshooting experience.
  • Excellent technical knowledge of current PC hardware and software standards.
  • Experience in overseeing the design and implementation of PC hardware, software, and related products.
  • Experience with computer security principles, and general software management best practices.
  • Experience with core software applications, such as Microsoft Office, SharePoint, and Citrix.
  • Experience with basic server and network hardware and configuration.
  • Experience with virtual environments (Hyper-V, Virtual Box or VMWare).

PERSONAL ATTRIBUTES

  • Excellent written, oral, and interpersonal communication skills.
  • Highly self-motivated and directed, with keen attention to detail.
  • Proven analytical and creative problem-solving abilities.
  • Ability to conduct research into systems issues and products as required.
  • Ability to communicate ideas in both technical and user-friendly language.
  • Able to prioritize and execute tasks in a high-pressure environment.
  • Ability to work in a team-oriented, collaborative environment.

WORK CONDITIONS

  • On-call availability for 5 days per month may be required.
  • Travel up to 10% may be required.
  • Responsibilities may require working evenings and weekends, sometimes with little advance notice.
  • Sitting for extended periods of time.
  • Dexterity of hands and fingers to operate a computer keyboard, mouse, and to handle other computer or infrastructure components.
  • Occasional inspection of cables in floors and ceilings.
  • Lifting and transporting of moderately heavy objects, such as computers, file servers, and peripherals.

Additional Information

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. 

Evergreen Packaging is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, sex (including pregnancy), sexual orientation, religion, creed, age, national origin, physical or mental disability, gender identity and/or expression, marital status, veteran status or other characteristics protected by law.is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, veteran status, disability, sexual orientation, gender identity or national origin.

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