Research, resolve, and respond to ICT support requests received via telephone, email, voicemail, and the service desk ticketing system.
Common tasks include troubleshooting user desktop issues, plant and warehouse hardware, building and configuring new PC’s, and performing various technical updates.
Additional areas of responsibility are LAN support, break/fix, software/hardware upgrades, patch management, Anti-Virus management, hardware image management, application installs, user support and training, etc.
Provide a technology environment for the location that maximizes investments in ICT technology and supports all necessary business processes while ensuring excellent customer service levels and meeting internal and external customer expectations.
Work collaboratively with peers and management; Follow directives when given from peers and management.
Own issues through resolution, escalating to appropriate support member/team when necessary.
Possible overtime and schedule changes based on business needs; remain on-call to assist in the event of off hours outages.
Adherence to all company policies and procedures (ex. Information Security, Communications Policy, Employee Code of Conduct, Record Retention Policy, etc.)
Maintains inventory of Server, PC equipment and peripherals as well as documentation of procedures pertaining to the ICT area.
Other duties as assigned.
AS in Computer Science, Engineering, Mathematics or related professional experience. Microsoft or related certifications a plus.
Proven working knowledge of multiple hardware platforms, operating systems including Windows, Android, Blackberry OS and, Apple IOS, wireless technology, wireless equipment and applications.
Knowledge of Plant type RF equipment (Symbol 9090 guns, Zebra printers)
Adaptive to varying customer knowledge and skill levels.
Excellent oral and written communication skills.
Ability to work closely with others/teamwork.
Ability to react quickly in crisis situation.
Flexibility to work diverse schedules (weekend/holiday on-call if needed)
Previous experience working with remote users.
Komatsu is an Equal Opportunity Workplace and an Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.