IT Support Engineer

SI Group•Orangeburg, SC

About The Position

As the IT Support Engineer, reporting to the Sr. IT Manager, NA, you will be responsible for providing Tier I & II customer service and technical support to local, global, and remote end-users. You will also implement, upgrade, troubleshoot and document all related hardware, software, & local infrastructure systems as well as resolve requests and issues in a timely manner documenting via ITSM ticketing system, escalating as appropriate.

Requirements

BS Degree; equivalent relevant experience will be considered in lieu of degree
Experience with ITSM and ITIL tools
Minimum of 2 years previous IT administrator level work experience

Nice To Haves

Previous experience in chemical industry or a manufacturing environment preferred
Experience with security, technical, analytical, decision making, and problem-solving

Responsibilities

Triage, troubleshoot and resolve request & incident tickets, escalate tickets as appropriate, documenting in ITSM system
Install, upgrade, support and troubleshoot Windows client operating systems, Microsoft Office/365, and all other authorized desktop applications
Install, upgrade, support and troubleshoot computer hardware, printers, and all other authorized peripheral equipment
Use diagnostic tools to troubleshoot client related networking issues or provide improvements
Handle all Move/Add/Change for user and computer accounts in Active Directory, provisioning access to required electronic resources
Accurately update IT Hardware and Software Asset Inventory in the ITSM system
Document local network, and infrastructure systems
Create or update SOP’s as required
Provide or recommend computer related training as needed, including FAQ’s, knowledge base contributions, and job aids
Own or assist in administration of assigned software platform(s) to ensure continual service availability and required performance