IT Specialist

CTDI•Jeffersonville, IN

1d•Onsite

About The Position

As a member of the CTDI Tech Support team you will work to support the plant and provide computing support and related services to internal customers. This role involves working as an advocate and facilitator on behalf of CTDI customers, diagnosing and resolving complex technical problems with computing hardware, software, and network services. You will act as a point of contact for clients, manage internal escalations, and handle vendor management and customer communication. The position specializes in order management and fulfillment within the STB plant, and provides expert consultation and support on data, voice, and video integrated services. You will also participate in onboarding new colleagues, creating support documentation, and collaborating on IT processes and procedures. Project support on Client Services projects and campus initiatives is also a key part of this role. You will work with other IT units and local support providers to implement and support computing standards, maintaining expert knowledge of CTDI’s supported computing technologies. Continuous learning through trainings, conferences, and seminars is expected to develop management and technical skills. Additionally, you will institute protocols for IT use, advise on suitable IT choices, provide technical support or training, act as a link between end users and higher-level support, install and configure hardware and software, monitor system and network performance, perform troubleshooting and repairs, conduct maintenance activities like backups, and manage licenses and upgrade schedules.

Requirements

Strong proven experience supporting a MacOS workstation environment.
Knowledge of Layer 2 networking (local area network).
Familiarity with network switches and patch panels.
Ability to trace network lines.
Strong customer service orientation and excellent interpersonal and verbal and written communications skills.
Ability to present technical materials clearly to both technical and non-technical audiences.
Ability to work with a wide variety of customers and colleagues, delivering exemplary technical support, and to work independently and as part of a team.
Ability to maintain confidentiality of sensitive materials.
Work Authorization: United States (Required)
Must be 18 years of age

Nice To Haves

Demonstrated ability to prepare written documentation suitable for Corporate use is desirable.
Experience with CTDI’s manufacturing environment with supported desktop and network applications desirable.
Experience in Telecommunications remains a plus.

Responsibilities

Work as an advocate and facilitator on behalf of CTDI customers.
Diagnose and resolve complex technical problems with computing hardware, software, and network services.
Act as point of contact to clients for CTDI management and employee requests, incidents, managing internal escalation.
Vendor management and customer communication for a given request.
Specialize in order management and fulfillment, working to issue and track occurrences within the STB plant.
Provide expert level consultation and support to the plant on data, voice and video integrated services.
Participate on various internal teams to support and onboard newly employed colleagues in the plant.
Working with IT Support service owners and managers, create support-level documentation and web content about service offerings and supported technologies.
Participate in documentation creation related to CTDI’s IT processes and procedures, both for internal and external use.
Act as project support on various Client Services projects; participate on campus project teams, task forces, and user groups.
Work with other units in IT and with local support providers to implement and support computing standards; maintain expert knowledge of CTDI’s supported computing technologies.
Attend trainings, conferences and seminars and complete internal and external training programs to develop and improve management and technical skills.
Institute protocols for the use of IT across departments and projects.
Provide advice on the most suitable IT choices.
Provide technical support or training for systems and networks.
Act as link between end users and higher level support.
Install and configure software and hardware (printers, network cards etc.).
Monitor system and network performance.
Perform troubleshooting, repairs and data restoration.
Performance maintenance activities (e.g. backups).
Maintain licenses and upgrade schedules.
Collaborate with other professionals to maintain standards and functionality.