IT Specialist - Infrastructure

External Commonwealth Rolled Products•Lewisport, KY

18h

About The Position

Commonwealth Rolled Products is a leading manufacturer of Aluminum rolled products for the Automotive, Commercial, and Industrial markets. The Company operates its production facility in Lewisport, KY with the support of an Automotive Innovation Center for R&D, Sales and Field Service in Madison Heights (DET), and Inside Sales in the Cleveland, OH area. Our Information Technology department is seeking a talented IT Specialist to join its team. The position responsibilities require independent analyses, communication and problem-solving skills. You'll provide experienced support services to local and remote employees with IT issues involving desktops, laptops, software, mobile devices or network services. In this role you will be responsible for responding to all types of incidents and requests to diagnose, troubleshoot and resolve issues. You will respond promptly to escalations for technical support via phone, email and in person to provide timely resolution. You will also help to maintain standard operating procedures, best practices and customer service guidelines relating to desktop support. In addition, you will sometimes be required to participate in IT projects with assigned project deliverables or lead small projects.

Requirements

A degree in Computer Science/MIS/Information Technology and 2+ years’ experience in an IT role, can be a combination or internships and co-ops.
Experienced support person with outstanding customer service skills, sense of urgency and willing to take the initiative.
Ability to communicate technical issues to a non-technical audience.
Aptitude to coordinate at multiple levels and provide great customer service
In-depth demonstrated knowledge in several of the following: o Level I Service Desk o Level II Client Management o Infrastructure patching and software delivery o Customer Service o Desktop Management, Mobile Device Management (MDM) Tools and Processes o End user devices – Laptop, desktop, smart phone, tablet, handheld devices o Microsoft and Server Management o Software Delivery and Lifecycle Management o Monitoring and Management Tools
ITIL processes and IT Service Management Tools.
Experience with application testing, user acceptance test and support.

Nice To Haves

Previous knowledge and certifications of infrastructure include Microsoft technologies, data center, server, storage, backup, security, database, operating systems or other relevant infrastructure experience is a plus.

Responsibilities

Actively participate in maintaining a zero-incident safety culture.
Live and champion the Commonwealth Rolled Products core values; Safety, Integrity, Customer Focus, Ownership, Excellence, and Teamwork.
Member of the Service Delivery team supporting all Commonwealth sites, including remote employees.
Considered the “face of IT” on site supporting the day-to-day operation and meeting or exceeding service level agreements (SLAs) for incidents and service requests.
Focus on continuous improvement and incident reduction.
Responsible for the application of systems analysis techniques and procedures, including consulting with users, to determine hardware, software or system functional specifications.
Assist in the operation and maintenance of all information technology digital and telecommunications equipment, printers, copiers and fax machines including desktop configurations, software installations, desktop imaging, software and hardware inventory management, patch management, desktop management, remote desktop support and new hire orientation. This includes, but is not limited to the design, development, documentation, analysis, creation, testing or modification of computer systems or programs, including prototypes, based on and related to user or system design specifications
Support global ITIL processes and IT Service Management tools that deliver Incident, Problem, Change, Configuration and Asset Management.
Identify ways to simplify and streamline existing IT processes.
Responsible for communication to employees and coordinate user training, education and solving problem sessions.
Provide On Location Team Support of US locations as needed. Up to 25% travel requirement.
Collaborate with business relationship managers, infrastructure and application IT employees to ensure key business stakeholders are supported.
Collaborate with ICT peers (e.g., Data Center, Network, Server/Storage/Backup) to deliver reliable, secure, well performing infrastructure services, applications and integrated solutions.
Execute a patch management program in adherence to the company standards.