Technical Support Analyst (Evening) (SG 24)

Job Summary

If you are a bright, dynamic, and self-motivated individual, we have the perfect opportunity for you to accelerate your career at PACCAR Engine Company. We are looking for a Technical Support Analyst to provide superior technical support for associates at our $400 million Plant in Columbus, Mississippi.

Qualifications & Skills

• Primary Competencies: Help Desk, Platform Knowledge, ITIL, Technical Knowledge, Problem Management, Incident Management, Ticketing Systems, Monitoring Tools, and Identity & Access Management
• Required Minimum: Two-year degree in IT technical field
• Desired Experience: Working level knowledge of Microsoft Office suite, Familiarity with Manufacturing Execution Systems (integrated with robotics), and other factory automation technology, Familiarity with building and repairing computer hardware, Familiarity with Microsoft SQL Server support

Roles

• Technical Support Specialist
• 1st Level Support
• N-Level Support
• Local Information Security Specialist
• Incident/Problem Manager

Job Functions / Responsibilities

• Perform installation of updates, patches, and replacement of faulty hardware components (operational changes)
• Perform operational tests of hardware/software components
• Analyze root cause and develop solutions and workarounds for incidents
• Identify root causes to repetitive issues and provide permanent solutions
• Carry out measures in the event of recurring incidents
• Install, maintain, and document information technology solutions for engine machining, engine assembly operations, and office support groups following defined change management processes
• Advise users on hardware and software (use of applications) usage
• Responsible for the implementation of recovery measures
• Deploy plant floor hardware, as required, including new PCs and specialty hardware
• Investigate, resolve, and/or escalate 1st Level incidents
• Administer access rights and accounts
• Provide 2nd and 3rd Level support for services and applications, as assigned, or required
• Consult on services or applications with respect to a support topic on assigned services and applications
• Implement and apply IT security guidelines, requirements, and concepts concerning data protection, where required
• Lead and/or assist in evaluating incidents and problems including escalation, as necessary
• Attend department-specific and other IT-sponsored meetings, workshops, and training, as required (PAR reviews, 1-2-1, Daily Standup, business customer meetings, etc.)
• Manage daily work activities such as email, non-project related meetings, and non-operational (run) requests indirectly related to project management
• Participate in meetings and activities as requested by business partners
• Support weekend "On Call", System Patching, and "Tech Time" activities, on a rotational basis, with other team members
• Other duties as assigned