IT Support Specialist: Remote & Onsite Help Desk

Progress Rail, A Caterpillar Company; Albertville (AL); On-site; USD 40,000 - 65,000; Full time

Benefits offered by this job

401(k) plan with company match

Medical/Dental/Vision Insurance

Paid Vacation

Paid Holidays

Paid Time-Off (PTO)

Employee Assistance Plan

Education Assistance Program

Job summary

Progress Rail, a Caterpillar Company, is seeking an IT Support Specialist to provide technical assistance for hardware and software, drive operational efficiency, and handle end-user inquiries via phone or support software. The role covers on-site Albertville operations with occasional travel and strong collaboration across teams.

Ideal candidates have basic networking, Windows administration, and familiarity with Microsoft products; Linux, SAP, and ITIL knowledge are a plus.

Qualifications

• Required: Basic networking experience with TCP/IP and Windows network.
• Required: Basic system administration experience, Windows preferred.
• Required: Familiar with Microsoft products, Linux, IBM, LN and SAP.
• Preferred: 2+ years IT/Computer experience.
• Preferred: ITIL principles knowledge (incident, problem, change).
• Preferred: MS Office experience (Word/Excel).
• Preferred: Prior tech support/call center experience.
• Preferred: CompTIA A+ and CompTIA Network Certified.

Responsibilities

• Ability to solve common user problems in real time including software functionality, network troubleshooting and installation.
• Global incident routing including validation, processing, triage, routing decisions and assignment.
• Prioritize production-critical issues and escalate to appropriate staff.
• Provide remote and on-site support to all staff.
• Prepare statistical and data reports, including usage trends and analysis.

Skills

Technical troubleshooting

Customer service

Phone support

Documentation

Education

Associate's degree in IT related field; preferred

Bachelor's degree in IT related field; preferred

High School diploma or equivalent

Microsoft certifications; preferred

Tools

Windows OS

Citrix

Active Directory

SCCM

Office 365

Job description

Progress Rail, a Caterpillar Company, is seeking an IT Support Specialist to provide technical assistance for hardware and software, drive operational efficiency, and handle end-user inquiries via phone or support software. The role covers on-site Albertville operations with occasional travel and strong collaboration across teams.

Ideal candidates have basic networking, Windows administration, and familiarity with Microsoft products; Linux, SAP, and ITIL knowledge are a plus.