IT Customer Support Specialist

Honeywell Aerospace•Lancaster, PA

4d•Onsite

About The Position

The IT Customer Support Specialist reports to the Sr. Supervisor, Service Delivery East Coast End-User Support team and provides IT critical-site support in Lancaster, Pennsylvania. The role supports a mixed network environment and helps meet business users’ needs for software and peripheral equipment, documenting practices and updating knowledge base articles as applicable. The specialist also supports new-hire onboarding, ensuring new hires have the IT services they need on Day 1. Travel of 10% or less may be required. The role covers account administration, network and hardware support, software deployment, workstation provisioning and imaging, security patching, voice and mobile device support, and printer maintenance. It includes following IT asset-management procedures and supporting compliance with DFARS and CMMC controls. The specialist participates in daily ticket-review huddles and Lean/Six Sigma activities, and helps maintain and improve 6S in the work area.

Requirements

Bachelor’s degree in Information Technology or 5 years of experience.
A+ certification and knowledge of PC architecture.
5 years of network technical troubleshooting in a corporate wide-area network (WAN) environment, from switch to user port.
5 years supporting and deploying VOIP solutions such as Teams, Zoom Phone, and RingCentral.
5 years of Mobile Device Management experience with AirWatch or similar MDM consoles, as well as mobile phone vendor account management with providers such as Verizon and AT&T.
5 years deploying end-user laptop and desktop hardware through automated provisioning solutions such as LTP, Ivanti EPM, or MS USMT.
Must be a U.S. Person as defined in the posting, or have the ability to obtain export authorization, due to U.S. export-control requirements.
Ability to work regularly with customers face-to-face, by phone, or by email.
Ability to solve practical problems, interpret instructions in written, oral, diagram, or schedule form, and work with data reports.
Time-management and organizational skills, flexibility and adaptability to changing priorities, ability to maintain confidentiality, and ability to multitask.
Remain engaged, proactive, and positive in difficult circumstances; take accountability for assignments; align actions with priorities; and recognize others’ contributions.

Nice To Haves

Advanced knowledge supporting MS Teams, Zoom Meetings, and Zoom Administration.
Advanced knowledge of the MS Office Suite.
Familiarity with general office equipment.

Responsibilities

Support IT needs at the Lancaster, Pennsylvania critical site in a mixed network environment.
Support new-hire onboarding and ensure IT services are available on Day 1.
Administer Azure/Active Directory tasks, including adding new systems to the network and unlocking or resetting user passwords.
Install hardware, move equipment, apply BIOS patches, and troubleshoot end-user desktop hardware.
Patch network drops, monitor network availability, troubleshoot connectivity, make custom-length patch cables, and troubleshoot using a Netscout network analyzer.
Administer and troubleshoot VOIP phone systems, including Zoom and Teams; program extension changes and deploy new services.
Install and deploy licensed workstation software while following software asset-management policies.
Provision user workstations using the Dell LTP documented process and deploy systems using imaging tools such as Acronis with current OS patches.
Image and inventory new systems for stock, and collect and dispose of obsolete equipment in accordance with the IT Asset Management Policy/SOP.
Ensure user workstations have required security patches and virus/spam protection.
Maintain printers, contact HP and Canon vendors for repairs, and work with Systems Administrator staff to configure print queues and printers.
Support corporate mobile device management and troubleshoot mobile devices.
Participate in daily huddles to review aging and unallocated tickets, address problems, issues, and delays, limit user escalations, and improve response and resolution times.
Help ensure End-User Support team members follow IT asset-management processes and support annual DFARS and CMMC asset-management goals and controls.
Improve and maintain 6S in the work area and suggest improvements.
Participate in Lean/Six Sigma activities in the work area and events in other areas to enhance cross-functional problem solving.
Document practices relating to supported technologies and update knowledge base articles as applicable.