Helpdesk - Production Dispatcher (Onsite - Chattanooga, TN)

Tasks

• Operative responsibility in incident, problem, and configuration management in support of our client’s Production environment.
• To support the IT Infrastructure and Services organization in defining, documenting, supporting and validating processes necessary to maintain Chattanooga Help Desk Operations.
• To handle critical and day-to-day requests from users from Help Desk, Tech Hub or Dispatch areas.
• To coordinate services under the direction of the local ITP.
• To maintain the client’s Chattanooga help desk 24X7.
• To deliver first level support solutions for the production connected systems.
• To document the processes necessary to maintain such an environment and understand the technology solutions that support business processes.
• To work with other support teams and business process owners (and technology users) to identify and improve support delivery to the end users.
• To identify and report on key performance indicators to assure availability of the production systems.
• To audit and report on tickets.

Responsibilities

• Operative responsibility in problem management (incident management, problem management) for all items impacting plant operations.
• Create Application and Hardware (System) Lifecycle Plans.
• Work with the ITP management to ensure that a multiyear lifecycle plan is created to support from 1st to 3rd level support including milestones for all known firmware/software versions or functional upgrades and sunset and successor systems.
• Assess and Manage System Requirements and Production program fulfillment.
• Work with the ITP department to determine, the current level of performance expected and risk with current process and systems.
• Create with the business area requirements plans for continuous improvement of the process and systems throughout the plant.
• Identify Automated Solutions which support business process maturity or improvement.

Qualifications

• ITIL (Problem, Incident, Change Management) Knowledge.
• Bachelor in Computer Science/Info Technology (preferred).
• Good phone skills (patient, clear communicator).
• TCP/IP Services.
• Miscellaneous software proficiency (Microsoft Office).
• Basic application configuration.
• Strong analytical skills.
• Strong written and verbal communication skills.
• Work under pressure.
• Able to work on multiple activities concurrently.
• Strong systemic thinking and problem solving skills.
• Experience in business process definition and validation.
• Strong troubleshooting skills.
• Good documentation skills.
• Able to take a “client” focus when engaging with internal departments / customers.
• Strong technical skills.
• Works well as part of a team.