Systems Support Specialist II

BlueScope•Kansas City, MO

About The Position

For over 100 years, BlueScope continues to build on our reputation of quality brands and products, leading technology and a customer-first spirit. Through our global brands, we are one of the largest manufacturers of building solutions in the world. Our diverse, bright and inspired workforce is committed to bettering the communities we serve through breakthrough thinking and innovations. Your goals, ideas and perspective can help shape our future – we look forward to hearing them! The Support team provides end to end support service to internal customers for all third party, phone, and PC hardware. The Support Specialist II installs, maintains and supports all related hardware and software. The Specialist may also recommend solutions that address current or future impacts to our end users. The Support Specialist II delivers responsive and reliable services to support the business in a comprehensive and responsible manner. The Specialist leads and coordinates solving application issues or requirements by acting as a liaison among other key stakeholders. Support and services include analyzing, documenting, communicating and validating information fundamental to the problem. The Specialist also participates in process improvement, testing, projects, and other activities for the team

Requirements

High school diploma or equivalent
6-8 years of relevant work experience including desktop support, network administration, and computer hardware support
Proficient with PC and server management systems
Experience with ServiceNow or other Service Management Systems

Nice To Haves

Undergraduate degree in computer science or related field
Creative Problem Solver – Seeks and leverages diverse perspectives; fosters innovation and creative solutions; finds smarter solutions and uncovers value.
Results Achiever – Delivers against continually higher levels of performance; strives for constant improvement; looks for ways to work smarter; pushes forward despite ambiguity.
Builder of Customer Value – Seeks to know customers deeply; walks in the customers shoes; constantly thinks about adding value to customer relationships.
Collaborative Partner – Seeks to understand; shares knowledge; builds/uses diverse networks for greater impact; uses a range of skills and approaches to influence others.
Capability Builder – Prioritises learning and development and stretch outside comfort zones; invests in strengthening capability; makes judgements that allow others to achieve their full potential.

Responsibilities

Provide functional and technical support for the company’s employees
Provide clear and cordial communication to internal and external customers
Manage assets, uptime, and performance of networks, machines, and systems as assigned
Ensure that standard company hardware and software is maintained and in working condition
Ensure all requests are recorded and completed to customer satisfaction
Document resolutions to requests for future reference
Recognize and report developing trends in the support process and technologies
Responsible for 3rd party software (maintenance, setup, administration)
Coordinates tasks with other team members as a subject matter expert and gives feedback in relation to those tasks
Participates in projects impacting the team and takes ownership of specific tasks for the project
Set initial priority of requests in ServiceNow system and assign appropriate resources
Manage site computer and peripheral assets, inventory, and other support application
Works with other groups on improvement opportunities for the team with general direction
Analyses complex information and recommends solutions
Loads and maintain authorized software onto our computer
Coordinate tasks with team members and give feedback in relation to those tasks
Participate in and make recommendations during team meeting
Collaborate with peers to understand and support new technologies deployed within the company