Information Technology Help Desk Support

Programmers.io; Memphis (TN); On-site; USD 70,000 - 100,000; Full time

Job summary

Programmers.io in Memphis seeks an experienced IT operations specialist to provide front-line support for logistics centers, collaborating with Helpdesk, remote infra teams and SAP applications. You will handle incidents with minimal business impact and contribute to problem management across global teams.

You will coordinate risk assessments with IT Risk Management, participate in system upgrades and patches, and ensure IT processes are followed by employees and contractors.

Qualifications

• Bachelor's degree in computer science, information systems, or its equivalent.
• 5–7 years of global IT experience.
• Experience supporting a logistics operation including infrastructure (PCs, printers, scanners, networks) and applications (SAP).
• Experience working with Office 365 tools (Office, Teams, Delve, etc.).
• Ability to communicate effectively in English, both written and verbal.
• Excellent interpersonal skills with the ability to work on complex and globally distributed teams.
• Strong organizational skills with the ability to set priorities aligned with business goals.

Responsibilities

• Provide support across IT environment with Helpdesk, remote infrastructure teams, and applications teams for PCs, network, and Logistics apps.
• Front line support for logistics center and 3rd party logistics team.
• Resolve IT service issues with minimal business impact.
• Problem Management: drive end-to-end ownership to identify and remove root causes, minimize recurring incidents.
• Participate in global initiatives to improve Logistics IT support.
• Collaborate with business process owners to align IT services with business goals during app and infrastructure changes.
• Coordinate risk assessments with IT Risk Management and Security for unique logistics apps/hardware.
• Balance multi-tasking, prioritize workload, and ensure issues are visible to IT owners.
• Engage with business/IT owners to resolve problems.
• Participate in IT new service rollouts, software releases, system upgrades, patches.
• Projects across client sites as changes are rolled out to supported logistics centers globally.
• Provide initial triage to observe, assess, and determine the best approach to solving problems to maximize employee uptime.
• Coordinate issue resolution with the Agilent Help Desk and IT Service Line Managers.
• Ensure employees and contractors engage standard IT support processes where appropriate.

Skills

Desktop Management - IS

Education

Bachelor's degree in Computer Science/Information Systems

Tools

Office 365

SAP

Job description

Provide support across various aspects of the IT environment, working in collaboration with IT Helpdesk, remote infrastructure support teams and applications teams covering PC applications, network connectivity, and Logistics applications Front line support for the logistics center and 3rd party logistics team outsourced by the client.

Resolve IT service issues in a timely manner, with minimal impact to the business and to the customers.

Problem Management: Working with the IT support teams and outsourced partners to drive ownership e2e, identify and remove the cause of incidents, eliminate recurring incidents, and minimize the impact of critical incidents that cannot be prevented.

This includes both proactive and reactive problem management sources

As part of a global team, participate in initiatives aimed at improving the effectiveness of Logistics support.

This will include participation in process improvements activities, working closely with business process owners to understand how IT can support the business more effectively and with other IT teams as they develop and enhance applications, services, and infrastructure

For unique Logistics application and hardware, coordinate risk assessments with the client's IT Risk Management and Security team

The role requires multi-tasking, prioritizing workload / issues, and balancing multiple problems.

The ability to sense and detect repeat/recurring issues and ensure these are visible to the appropriate IT owners.

Must be able to engage with the appropriate Business and IT owners to ensure that problem gets resolved.

Participate in IT new service rollout, software releases, system upgrades, evaluate and install patches and resolve IT related problems.

This may involve working on projects across multiple client sites as changes are prepared and rolled out to supported logistics centers globally.

Provide the initial triage on issues, i.e., observe, assess, and determine the best approach to solving the problem that maximizes employee up-time.

Coordinate issue resolution with the Agilent Help Desk and IT Service Line Managers as appropriate

Ensure that employees and contractors are engaging the standard IT support processes when appropriate and focus on those areas where you can add unique value

Job Posting Qualifications

Bachelor’s in computer science, Information Systems, or its equivalent

At least 5-7 years’ work experience in a global IT organization Ability to work independently in a IT organization Experience supporting a logistics operation including infrastructure (PC’s, printers, scanners, networks) and applications (SAP) Experience working with Office 365 tools (Office, Teams, Delve, etc.) Ability to effectively communicate in English, both written and verbal.

Excellent interpersonal skills with the ability to work on complex and globally distributed teams across many time zones.

Strong organizational skills. Be able to demonstrate the ability to set priorities based on alignment with business goals and strategic direction, define timelines and deliver to commitments.

Skills:

Desktop Management - Infrastructure Services (IS)