IT User Experience Professional

About the role

We are looking for an IT User Experience Professional to join our team. This position is based on-site in Wendell, NC.

Responsibilities

• Provide onsite IT support to the Siemens team in both office and factory settings at the Wendell, NC location
• Manage a queue by utilizing a ticketing system to track and prioritize user support needs. Balance ‘walk-up’ requests with existing workload with the goal of maintaining customer satisfaction.
• Troubleshoot and resolve issues related to IT equipment located in the Wendell office and factory (i.e. AV equipment in a conference room, network equipment, etc.)
• Provide consultation and support to end users on various IT topics such as (PCs, cell phones, docking stations, general IT infrastructure, etc.) – emphasizing the use of self-service IT tools to make employees more independent and self-sufficient in their daily activities.
• Provide initial consultation on IT operational issues/opportunities, engage with the appropriate service providers, and ensure follow-up through closure of the issue.
• During peak periods of onboarding or when admins are experiencing challenges imaging laptops, provide hands on support.
• Investigate trends of incoming requests to provide proactive assistance to end users.
• Collaborate with other locations on large projects and global rollouts, as well as ensuring remote employees are considered and supported.
• Engage with service providers as needed, potentially outside of business hours.
• Build relationships with end users and provide a positive working experience with IT team and IT tools.
• Amplify mass communications to end users on new tools and technologies that have been released from various internal IT service providers.

Requirements

• Basic Qualifications: High school diploma or GED equivalent
• 2+ years of experience in IT end user support with an IT ticketing system
• Proficient in English both written and verbal
• Likely authorized to work in the United States on a continual and permanent basis without company sponsorship.

Preferred Qualifications

• Bachelor’s Degree in IT related field
• 2+ years of experience in a manufacturing and office environment
• Advanced knowledge of IT services and operations
• Experience with ServiceNow ticketing systems
• Exposure working with executive (C-Suite, Director, etc.) level support
• Capable of working under high pressure in a demanding environment

Benefits

Details regarding our benefits can be found here.

Pay

The pay range for this position is 61,547 - $105,509 annually. The actual wage offered may be lower or higher depending on budget and candidate experience, knowledge, skills, qualifications, and premium geographic location.

Schedule

The schedule for this position is on-site in Wendell, NC.