IT Technical Support Specialist - 3rd Shift

oshkoshcorporation; Spartanburg (SC); On-site; USD 58,000 - 90,000; Full time

Job summary

Oshkosh Delivery is seeking an IT Support professional to provide day-to-day operations support, incident management, and end-user assistance across enterprise systems. You will work within an ITIL framework, logging requests in ServiceNow and escalating issues to appropriate teams to ensure quick restoration and high customer satisfaction.

The role requires at least two years of IT experience, knowledge of hardware, operating systems, ITSM/ITIL, and familiarity with Cisco/Avaya networking and

Qualifications

• Two or more years of IT experience in end-user support, ITSM, and ITIL processes.
• Experience with hardware, operating systems, and enterprise software support.
• Strong written and verbal communication, customer service, issue resolution, and problem solving.

Responsibilities

• Provide day-to-day operational support and troubleshooting for end-user IT services.
• Route problems to the correct point of contact and ensure timely resolution.
• Support and troubleshoot software applications on desktops and laptops.
• Document user requests and actions in ServiceNow; participate in incident response.
• Engage stakeholders during incident response and contribute to support SOPs.

Skills

Hardware

Operating systems

ITSM

ITIL

Customer service

Communication

Education

Bachelors degree in Information Technology or related field

Tools

Cisco

Avaya

M365

Job description

About Oshkosh Delivery, an Oshkosh company

Oshkosh 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 solving

STANDOUT QUALIFICATIONS

• Bachelors degree in Information Technology or related field.

Pay Range

$57,600.00 - $90,400.00

The 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].

Oshkosh 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