IT Technical Support Specialist - 3rd Shift
About The Position
Oshkosh Delivery is dedicated to redefining last-mile and commercial delivery by designing and manufacturing advanced delivery vehicles. This position supports enterprise IT requests, incident management, and outages; routes issues to appropriate contacts for resolution or escalation; and helps ensure customer satisfaction and operational excellence for enterprise end users. The specialist provides day-to-day operational support and troubleshooting across the end-user support ecosystem, handles small projects and operational tasks, and supports software applications on desktop and laptop computers. The role includes foundational troubleshooting for network and connection issues involving AV equipment, operational technology equipment, and Cisco/Avaya telephony; client-device break-fix, IMAC, imaging, and incident response; and documenting requests and actions in ServiceNow. The specialist also engages stakeholders during incident response and event-management escalations, contributes to level I and II helpdesk procedures and training materials, and uses Microsoft 365 applications. Regular attendance is required.
Requirements
- Two or more years of experience in the field or in a related area.
- Knowledge of hardware, operating systems, ITSM, and ITIL.
- Written and verbal communication skills.
- Customer service, issue resolution, and problem-solving skills.
Nice To Haves
- Bachelor’s degree in Information Technology or a related field.
Responsibilities
- Provide day-to-day operational support and troubleshoot the end-user support ecosystem using appropriate installation, configuration, and response-time standards.
- Work on small projects and operational tasks.
- Support and troubleshoot software applications on desktop and laptop computers, including general computer use and basic to advanced operations.
- Troubleshoot network and connection issues involving AV equipment, operational technology equipment, and Cisco/Avaya telephony.
- Document user requests and actions in the ServiceNow ticketing system.
- Troubleshoot client-device break-fix, IMAC, imaging, and incident response issues involving PCs, laptops, iPads, USB encryption, and related devices.
- Engage stakeholders on incident response and event-management escalations with timely responses and customer support.
- Contribute to helpdesk standard operating procedures and training manuals for level I and II support.
- Use Microsoft 365 applications, including Word, Excel, PowerPoint, Outlook, OneDrive, and Teams.
- Enhance technical knowledge and capabilities through training, understanding technical and organizational direction, and cross-training.
- Perform other duties as assigned.
- Maintain regular attendance.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
