IT Technical Support Specialist - 3rd Shift

Oshkosh•Spartanburg, SC

About The Position

Oshkosh Delivery, an Oshkosh company, designs and manufactures delivery vehicles focused on reliability, driver experience, and sustainable, efficient commercial delivery. The IT Technical Support Specialist supports enterprise information technology requests, incidents, and outages, routing issues to the appropriate contact for resolution or escalation and helping ensure customer satisfaction and operational excellence. The role provides day-to-day operational support and troubleshooting for the end-user support ecosystem, including software applications, client devices, network and connection issues, audiovisual equipment, operational technology equipment, and telephony. The specialist documents requests and actions in ServiceNow, supports incident response and event-management escalations, works on small projects and operational tasks, and contributes to helpdesk procedures and training materials. The role also involves ongoing technical training and cross-training. 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 skills.
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 troubleshooting for the end-user support ecosystem, following appropriate installation, configuration, response-time, and customer-support 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.
Perform foundational troubleshooting of network and connection issues involving audiovisual equipment, operational technology equipment, and Cisco/Avaya telephony.
Document user requests and actions in the ServiceNow ticketing system.
Perform foundational troubleshooting of client-device break-fix, IMAC, imaging, and incident-response support for PCs, laptops, iPads, USB encryption, and related equipment.
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 office product suites, including Microsoft 365 cloud applications such as 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.