IT Technical Support Specialist - 3rd Shift

Oshkosh Corporation, Inc.; South Carolina; On-site; USD 58,000 - 90,000; Full time

Job summary

Oshkosh Corporation, Inc. is seeking an IT Helpdesk professional to support end users across the enterprise, manage incidents, and escalate issues as needed. You will document requests in ServiceNow, troubleshoot software on desktops and laptops, and contribute to SOPs for the helpdesk team.

Two or more years in IT support are required, with experience in ITIL/ITSM, hardware, and operating systems. The role involves collaboration with stakeholders and a focus on customer service excellence

Qualifications

• Two or more years of experience in IT support or related area.
• Experience with hardware, operating systems, ITSM, and ITIL.

Responsibilities

• Provide day-to-day operational support and troubleshooting for the end user support ecosystem.
• Route problems to the correct point of contact for immediate resolution or escalation.
• Document user requests in ServiceNow ticketing system.
• Troubleshoot software applications on desktop and laptop computers.
• Contribute to helpdesk SOPs and training materials.

Skills

ITIL

ITSM

Hardware

Operating systems

Customer service

Education

Bachelor's degree in Information Technology or related field

Tools

ServiceNow

Microsoft 365

Job description

About Oshkosh Delivery, an Oshkosh companyOshkosh Delivery is dedicated to redefining the future of last-mile and commercial delivery. Built on Oshkosh Corporation’s legacy of engineering excellence and innovation, we design and manufacture advanced delivery vehicles that are durable, efficient, and sustainable. With a focus on reliability, driver experience, and cutting-edge technology, Oshkosh Delivery empowers fleets and businesses to move goods smarter, safer, and with confidence, today and for the road ahead.Responsible for supporting enterprise organization information technology requests, incident management, and outages. Appropriately route problems to the correct point of contact for immediate resolution or further escalation. Ensure customer satisfaction and operational excellence across enterprise end users.YOUR IMPACT:•Providing day-to-day operational support and troubleshooting for the end user support ecosystem using appropriate standards for installation, configuration, response time, and ensure customer support excellence.•Working on small projects and operational tasks•Intimate knowledge of the ITIL process, ticket resolution, and stakeholder response•Enhance technical knowledge and capabilities through training, understanding technical/organizational direction, and cross-training.•Support and troubleshoot software applications on desktop and laptop computers, including basic to advanced operations and general computer use.•Foundational troubleshooting network and connection issues for AV equipment, OT gear, and telephony (Cisco/Avaya).•Document user requests and actions in ServiceNow ticketing system.•Foundational troubleshooting client device break-fix, IMAC, imaging, and incident response support (PC, laptop, iPad, USB encryption, etc.).•Directly engage stakeholders on incident response and event management escalations through timely response and excellent customer support•Contribute to helpdesk SOPs and training manuals for level I and II support.•Utilize office product suites, including M365 cloud applications (Word, Excel, PowerPoint, Outlook, OneDrive, Teams, etc.).•Other duties as assigned.•Regular attendance is required.MINIMUM QUALIFICATIONS:• Two (2) or more years of experience in the field or in a related area.• Hardware, operating systems, ITSM, ITIL• Written and verbal communication skills, customer service, issue resolution, and problem solvingSTANDOUT QUALIFICATIONS:• Bachelors degree in Information Technology or related field.#LI-TA1Pay Range:$57,600.00 - $90,400.00The above pay range reflects the minimum and maximum target pay for the position across all U.S. locations. Within this range, individual pay is determined by various factors, including the scope and responsibilities of the role, the candidate's experience, education and skills, as well as the equity of pay among team members in similar positions. Beyond offering a competitive total rewards package, we prioritize a people-first culture and offer various opportunities to support team member growth and success.Oshkosh is committed to working with and offering reasonable accommodation to job applicants with disabilities. If you need assistance or an accommodation due to disability for any part of the employment process, please contact us at [e-mail] Corporation is a merit-based Equal Opportunity Employer. Job opportunities are open for application to all qualified individuals and selection decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, or other protected characteristic. To the extent that information is provided or collected regarding categories as provided by law it will in no way affect the decision regarding an employment application.Oshkosh Corporation will not discharge or in any manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with Oshkosh Corporation's legal duty to furnish information.Certain positions with Oshkosh Corporation require access to controlled goods and technologies subject to the International Traffic in Arms Regulations or the Export Administration Regulations. Applicants for these positions may need to be \"U.S. Persons,\" as defined in these regulations. Generally, a \"U.S. Person\" is a U.S. citizen, lawful permanent resident, or an individual who has been admitted as a refugee or granted asylum.