Rotating Help Desk Technician (Onsite - Chattanooga, TN)

MHP - Mieschke Hofmann und Partner Gesellschaft für Management- und IT-Beratung mbH; Chattanooga (TN); On-site; USD 50,000 - 80,000; Full time

Job summary

MHP - Mieschke Hofmann und Partner Gesellschaft für Management- und IT-Beratung mbH is seeking a capable IT Support professional to manage incident, problem, and configuration management in a Chattanooga-based Production environment. The role covers 24x7 help desk operations, coordinating with application and server teams, and ensuring rapid resolution of user requests.

You will document processes, monitor performance, and improve service delivery across IT services.

Qualifications

• Bachelor in Computer Science/Info Technology Mgmt preferred.
• Strong verbal and written communication skills required.
• Experience with incident/problem/change management and IT support processes.
• Proactive problem solving and analytical thinking essential.
• Ability to work under pressure and manage multiple tasks simultaneously.

Responsibilities

• Handle first-line IT support for production environments and 24x7 help desk operations.
• Coordinate with application, server teams and business units to ensure timely resolutions.
• Document processes and monitor KPIs for system availability.
• Audit tickets and maintain monitoring to preempt issues.
• Liaise with internal resources and vendors to resolve incidents within tight timelines.

Skills

Phone skills

TCP/IP

Microsoft Office

Microsoft Windows

App configuration

Analytical skills

Communication skills

Multitasking

Troubleshooting

Teamwork

Education

Bachelor in Computer Science/Info Technology Mgmt

Tools

VMware

Citrix

ITIL processes

Job description

Operative responsibility in incident, problem, and configuration management in support of our client’s Production environment.

To support the IT Infrastructure and Services organization in defining, documenting, supporting and validating processes necessary to maintain Chattanooga Help Desk Operations. He / She will be the first line of service delivery to handle critical and day to day request from users from Help Desk, Tech Hub or Dispatch areas. He / She will be working with application teams, server teams, and business units to provide coordination services under the direction of the local ITP. He / She will be responsible for maintaining the client’s Chattanooga help desk 24X7 and working with other Help Desk and partners to ensure speedy resolution of request. This individual specializes in delivering of first level support solutions for the production connected systems. This individual is responsible for documenting the processes necessary to maintain such an environment and understanding the technology solutions that are used to support business processes. This individual works directly with other support teams and business process owners (and technology users) to identify and improve support delivery to the end users. This individual will be involved in supporting all defined facility processes and works to improve service delivery. This individual is responsible for review, logging, and maintenance of monitoring solutions designed to provide alerts in case of priority instances and reviewing preemptive warnings to avoid critical issues. This individual will identify and report on key performance indicators to assure availability of the production systems. This individual will be responsible for ticket auditing and reporting. This position owns operative responsibility for manning, maintaining, and delivering phone support, in conjunction with the production control room, for all production equipment and, where necessary coordinating with internal resources and 3rd parties suppliers on the client’s behalf to reach a resolution under tight timelines.

Responsibilities

• Operative responsibility in problem management (incident management, problem management) for all items impacting plant operations.
• Create Application and Hardware (System) Lifecycle Plans
• Work with the ITP management to ensure that a multiyear lifecycle plan is created to support from 1st to 3rd level support including milestones for all known firmware/software versions or functional upgrades and sunset and successor systems.
• Assess and Manage System Requirements and Production program fulfillment
• Work with the ITP department to determine, the current level of performance expected and risk with current process and systems. Create with the business area requirements plans for continuous improvement of the process and systems throughout the plant.
• Identify Automated Solutions which support business process maturity or improvement

Qualifications:

Education:

• Bachelor in Computer Science/Info Technology Mgmt (preferred)

Experience:

• Good phone skills (patient, clear communicator)
• TCP/IP Services
• Microsoft Office
• Microsoft Windows
• Basic application configuration
• Strong analytical skills.
• Strong written and verbal communication skills.
• Work under pressure
• Ability to work on multiple activities concurrently.
• Strong systemic thinking and problem solving skills.
• Experience in business process definition and validation.
• Strong troubleshooting skills
• Ability to take a “client” focus when engaging with internal departments / customers.
• Strong technical skills.
• Works well as part of a team.

Desired Skills:

Knowledge in equipment and technology from:

• Microsoft Windows Server, VMWare, Sun Technology, Citrix, ITIL Processes (Incident, Change, & Problem Management), Enterprise Monitoring Systems

Percentage of required travel: 0%

Physical requirements:

• This job operates in an office environment. This role routinely uses standard office equipment such as computers, phones, cameras, photocopiers, and filing cabinets.
• Must be able to lift 15 pounds at times.
• While performing the duties of this job the employee is required to talk, hear, walk, sit, stand, climb stairs on occasion with prolonged periods of sitting at a desk and working on a computer.
• Must be able to effectively work and complete tasks in an open office/noisy environment.
• Must be able to sit for prolonged periods of time while traveling in a car or airplane.

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with MHP Americas, Inc. (i.e., H1-B visa, F-1 visa (OPT), or any other non-immigrant status).