IT Support Associate - Level II- 2nd shift

Cummins • Rocky Mount, NC

3d • Onsite

About The Position

We are looking for a talented IT Support Associate - Level II to join our team specializing in Systems/Information Technology for our Cummins Inc. facility in Rocky Mount, NC . In this role, you will make an impact in the following ways:  Increase operational reliability by ensuring IT systems, hardware, and software remain available, accurate, and efficient for all end users.  Improve issue resolution speed by diagnosing and troubleshooting technical problems promptly, following established processes to minimize downtime.  Enhance enduser experience by providing reliable, friendly, and accurate support through the Incident Management system and direct communication.  Strengthen team performance by collaborating closely with colleagues and escalating issues appropriately to maintain smooth workflow across IT services.  Contribute to continuous improvement by following documented procedures and identifying potential gaps or opportunities to streamline IT operations.  Support technology readiness by installing, configuring, or updating IT hardware and applications as needed to keep the environment current and functional.  Develop the next generation of support talent through oneonone training and knowledge sharing with less experienced associates.  Help ensure service excellence by understanding and working within SLAs/OLAs to keep service delivery consistent, predictable, and aligned with organizational expectations.

Requirements

• Strong collaboration skills to build productive partnerships, work closely with team members, and contribute effectively to shared objectives—especially when resolving crossfunctional issues.
• Clear, audienceaware communication to explain technical details in a way that different users can understand, ensuring clarity whether speaking with end users, peers, or leadership.
• A customerfocused mindset that prioritizes building rapport, understanding enduser needs, and delivering support solutions that truly work for them.
• High trustworthiness and integrity so customers and teammates feel confident in your guidance, problemsolving decisions, and handling of sensitive information.
• The ability to manage complexity by making sense of high-volume, sometimes conflicting information and using it to diagnose issues effectively and efficiently.
• A process-oriented approach to follow and continuously refine support workflows, ensuring your work is consistent, accurate, and aligned with IT best practices and SLAs/OLAs.
• Commitment to self-development, staying curious, learning new tools, and seeking opportunities to improve both technical skills and service delivery.
• Situational adaptability—the flexibility to shift tone, pace, or troubleshooting approach depending on the urgency, user knowledge level, or evolving technical conditions.
• Effective incident management skills to accurately log, track, and update tickets, ensuring transparency, traceability, and clear documentation for the team.
• Strong troubleshooting abilities to diagnose hardware, software, and application issues using standardized methods that meet customer expectations.
• Structured problem-solving techniques to identify root causes, implement sustainable solutions, prevent recurrence, and help others strengthen their own problem-solving abilities.
• An appreciation for diverse perspectives to recognize the value that different backgrounds, work styles, and experiences bring to better solutions and stronger teamwork.
• High school diploma, certificate of completion of secondary education, or equivalent experience (to the extent such experience meets applicable regulations) required.
• Requires some work experience or intermediate level knowledge obtained through education, training or on-the-job experience.

Nice To Haves

• Relevant industry training, certification or equivalent experience preferred.
• Interest or experience with application development, support and\or databases a plus

Responsibilities

• Respond to support calls on the shop floor in a manufacturing environment supporting both applications and their related hardware
• Responsible for accurate and timely document and escalation of issues as required
• Able to work in team environments collaboratively and solo on individual assignments
• Related duties as assigned

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED