IT Customer Support Specialist

Honeywell Aerospace•Lancaster, PA

5d•Onsite

About The Position

The IT Customer Support Specialist provides critical IT site support in Lancaster, Pennsylvania, in a mixed network environment. The role supports business users, software, and peripheral equipment, and maintains documentation relating to these technologies, including updating knowledge base articles as applicable. It also supports new-hire onboarding and ensures new hires receive required IT services on their first day. The role may require 10% or less travel.

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 environment, from switch to user port.
5 years supporting and deploying VOIP solutions such as Teams, Zoom Phone, or RingCentral.
5 years of Mobile Device Management experience with AirWatch or similar MDM consoles, as well as mobile phone vendor account management with vendors such as Verizon or AT&T.
5 years deploying end-user laptops and desktops using 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 an export authorization.

Nice To Haves

Advanced knowledge of Microsoft Teams, Zoom Meetings, and Zoom administration.
Advanced knowledge of the Microsoft Office Suite.
Analytical skills, including solving practical problems with limited standardization, interpreting written, oral, diagram, or schedule instructions, and working with data reports.
Time-management and organizational skills, flexibility and adaptability to changing priorities, confidentiality, multitasking, and familiarity with general office equipment.
Excellence behaviors: remaining engaged, proactive, and positive in difficult circumstances; taking accountability for assignments; aligning actions and communication to priorities; recognizing others’ contributions; and working with customers face-to-face, by phone, or by email.

Responsibilities

Administer Azure/Active Directory, add new systems to the network, and unlock or reset user account passwords.
Install hardware, move equipment, apply BIOS patches, troubleshoot hardware, and provide desktop hardware support for end-user systems.
Patch network drops, monitor network availability, troubleshoot connectivity issues, make custom-length patch cables, and troubleshoot using a Netscout network analyzer.
Administer VOIP phone systems, including Zoom and Teams; troubleshoot phone connectivity, program extension changes, and deploy new services.
Install and deploy licensed software on workstations and follow software asset management policies.
Provision user workstations using the Dell LTP documented process; deploy system 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 IT Asset Management Policy/SOP.
Ensure user workstations have required security patches.
Maintain virus and spam protection at a high proficiency level.
Maintain printers, contact HP or Canon vendors for repairs, and work with systems administration staff to configure print queues and new 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 time.
Help ensure End-User Support team members follow IT Asset Management processes and support annual asset-management deliverables for DFARS and CMMC certifications 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.
Support new-hire onboarding and ensure IT services are provided on Day 1.
Maintain documentation and update knowledge base articles as applicable.