2nd Shift BTS (IT) Specialist I

Boar's Head Brand; New Castle (IN); On-site; USD 42,000 - 65,000; Full time

Job summary

Boar's Head Brand is seeking an IT Systems Support professional to install, configure, and repair computer hardware and software, and provide end-user training. You will administer ITSM queues and ensure KPI compliance under supervision.

You’ll handle LAN/WLAN, telephony, printers, and manufacturing IT equipment, with possible travel for on-site support. Ideal candidates have 1–3 years in technical manufacturing/distribution support, HS diploma or technical training, and certifications such as

Qualifications

• HS diploma or technical electronic/computer training; two years college a plus.
• 1–3 years experience in technical support in manufacturing or distribution environment a plus.
• A+ Certification a Plus, ITIL Certification a Plus

Responsibilities

• Install hardware and peripherals (HMI/MMI, mobiles, printers) and related equipment.
• Install/configure software (OS, ERP apps, Office).
• Instruct and train users; create value-added documentation.
• Troubleshoot network or communication problems.
• Upgrade IT infrastructure hardware/software as directed.
• Install/troubleshoot LAN wiring and telecom cabling.
• Monitor manufacturing and distribution IT equipment performance.
• Support IT teams in expanding and maintaining infrastructure and servers.

Skills

IT troubleshooting

Network troubleshooting

Hardware & software admin

User training

Incident management

ITSM tools

Vendor liaison

Documentation & SOPs

Education

High school diploma or technical training

Two years college (plus)

A+ Certification

ITIL Certification

Tools

ERP software

Office suite (Microsoft)

HMI/MMI systems

Job description

Job Description

• Installs, modifies, configures, and repairs computer hardware and software systems, and provides technical and functional assistance to system users.
• Perform oversight and administration of ITSM Tools, accuracy of information in ticketing system, and compliance to current & future KPI’s and Performance Metrics.
• Installs, configures, troubleshoots, and upgrades computer related production equipment, such as labeling equipment, shop floor data collection terminals, hand-held terminals, HMI’s, etc.
• Tier 1 support and administration of telephony and voicemail systems. Installs and maintains physical equipment, user assignment of extensions, backbone cabling, phone lines, and fax devices. Acts as liaison between equipment vendors and the company.
• Provides support in the administration and integration of local area network(s) (LAN) and wireless local area networks (WLAN), under the direction of the BTS Systems Support Supervisor, BTS Systems Support Manager, and/or Network & Security Team.
• Implements, Maintains, & Supports any current or future electronic and technical systems, end user computing, or process execution systems, as required.
• Installs, configures, monitor’s, troubleshoots, and maintains stand-alone/network printers, mobile printers, label printers and/or Multi-Function Devices.
• Creates, Updates, and maintains Standard Operating Procedures, How to Documents and Work Instructions at the direction and/or request of the BTS Systems Support Supervisor, BTS Systems Support Manager. Reviews documentation for accuracy and integration into Knowledge Management System.
• Installs or assists in installation of hardware and peripheral components, such as HMI’s/MMI’s, mobile devices, monitors, keyboards, printers, and other similar or related equipment.
• Installs/Configures specified software packages, such as operating systems, standard applications that would include but not limited to Microsoft Office Applications Suite, Windows current or future operating systems, proprietary ERP applications, custom applications, etc.
• Instructs & Trains users in use of equipment, software, and manuals, including one on one training, and the creation of value added documentation. Provides additional and continued training as need in support of integrated hardware & software systems.
• Performs infrastructure troubleshooting to isolate and diagnose common network or communication related problems.
• Upgrades infrastructure hardware and software components as required and at the direction of IT System Support Supervisor, IT System Support Manager, and/or Network & Security Team.
• Installs and troubleshoots wiring as required for local area network and telephony systems, including isolated or segmented networks.
• Monitor functioning of manufacturing, distribution IT equipment to ensure systems operate in conformance with specifications.
• Support IT Technical Teams & IT Operations Team in continued expansion and ongoing support of Infrastructure & Server Equipment, including but not limited to UPS, Servers, Switch Gear, Storage, etc..
• Administration of Incident Management & Request Fulfillment queues in ITSM Tool, focusing on continuous improvement and emphasis on root cause analysis.

Essential Duties And Responsibilities

• Installs or assists in installation of hardware and peripheral components, such as HMI’s/MMI’s, mobile devices, monitors, keyboards, printers, and other similar or related equipment.
• Installs/Configures specified software packages, such as operating systems, standard applications that would include but not limited to Microsoft Office Applications Suite, Windows current or future operating systems, proprietary ERP applications, custom applications, etc.
• Instructs & Trains users in use of equipment, software, and manuals, including one on one training, and the creation of value added documentation. Provides additional and continued training as need in support of integrated hardware & software systems.
• Performs infrastructure troubleshooting to isolate and diagnose common network or communication related problems.
• Upgrades infrastructure hardware and software components as required and at the direction of IT System Support Supervisor, IT System Support Manager, and/or Network & Security Team.
• Installs and troubleshoots wiring as required for local area network and telephony systems, including isolated or segmented networks.
• Monitor functioning of manufacturing, distribution IT equipment to ensure systems operate in conformance with specifications.
• Perform Preventive Maintenance on computers, HMI’s, labeling & printing devices, peripherals, etc.
• Support IT Technical Teams & IT Operations Team in continued expansion and ongoing support of Infrastructure & Server Equipment, including but not limited to UPS, Servers, Switch Gear, Storage, etc..
• Administration of Incident Management & Request Fulfillment queues in ITSM Tool, focusing on continuous improvement and emphasis on root cause analysis.

Education And Experience

• H.S. diploma, Technical. Electronic/Computer Training or Certifications, Two (2) years of college a plus.
• One (1) to three (3) years of experience in a technical supported manufacturing or distribution environment a plus. Related Help Desk, Desktop, & Network Troubleshooting experience a plus.
• A+ Certification a Plus, ITIL Certification a Plus

Additional Responsibilities

• Additional responsibilities as directed by the IT Systems Support Supervisor, BTS Systems Support Manager or Director, IT Systems Support, Service Support, Plant Automation.

Work Environment

• Ability to work various hours, including 2nd/3rd shift & weekends. Work schedules vary based on production needs: will include extended hours and weekend work.
• Ability to work in confined areas, ceilings, and attic spaces to support infrastructure hardware or backbone cabling.
• Ability to lift up to 50 lbs. in order to move and/or install necessary equipment.
• Ability to work in refrigerated (34-38 degree) environment for prolonged periods.
• Ability to work in high temperature areas (attic space) for prolonged periods.
• Willing to travel if necessary for training & on-site systems support.