Providing end-user, network, infrastructure, and application support through creative thinking and latitude is the key to success in this role. Support for end users involves a growing set of tools and software that allows remote analysis and resolution of problems. It is also common for support agents to visit manufacturing floors for inspections and troubleshooting, as well as to interact with different production team members and executives. Employees will be on their feet throughout the day, lifting, climbing, and maneuvering stairs and ladders to reach screen-guarded areas.
Provide production shift support by operating as a focal point to address all IT related requests and coordinate resolution of IT related incidents. The shift you work (1st, 2nd, 3rd) depends on the plant/location where you work and can vary.
Build and support End-User Devices (PCs, Printers, Scanners, Mobile Phones, VOIP phones, Motorola Radios, and Tablets)
Use remote PC management tools to assist users and other corporate IT tools to perform software patching/installation, asset management and change management functions
Support all GM managed LAN, WAN, and WLAN network infrastructure, including GM managed Supplier networks, distributed antenna system (DAS) for mobile phones, and plant radio systems.
Support the incident management process to coordinate issue resolution
Support the label printing process at locations where IT has responsibility
Complete assigned IT project tasks. Projects are highly centralized/owned by other IT teams, however we play an integral role in site-level implementation and execution
Work with our Business Partners to ensure their IT needs are met. Interact with all levels of the workforce from hourly union production workers up to plant executive leadership
Minimum Qualifications
Support users at multiple physical sites, flexibility to work weekend production overtime as needed, and flexibility to work multiple shifts depending on the plant location and production schedule (shared with other members of the team).
3-7 years of experience supporting end-user devices/networks in Information Technology
Degree Required – Bachelor Degree no specific field required
Face to face in person interaction with customers. Ability to develop relationships with business partners and team members through analytical skills, communication, and interpersonal skills.
Demonstrate initiative beyond the assigned work to improve output and/or assist others
Manufacturing background experience
Help Desk Experience – working tickets, managing ticket flow
Preferred Qualifications:
Ability to maintain, analyze, troubleshoot, and repair end-user equipment (PCs, laptops, printers, scanners, tablets, Motorola Push-to-Talk radios, and phones), computer peripherals, and network connections.?
Ability to support Windows PCs and peripherals?
Knowledge of client hardware use, repair, and replacement
Knowledge of Client Operating Systems (Windows 10, Windows 11)
A working knowledge of Microsoft Office products (SharePoint, Edge, Teams, OneDrive, OneNote, Yammer, Excel, Word, PowerPoint).
Familiarity with remote PC management tools (VNC, VPN, RDP, Bomgar)
Working knowledge of Cisco routers, switches, and wireless access points as well as network sniffers and analyzers (Wireshark), cable testers, and IT security fundamentals.
Protocols such as VLANs, NAT/PAT, VPNs, IPsec, and TCP/IP?
Troubleshooting skills for Layer 1-4 switching and routing?
Technical knowledge of data, video, and voice network services
Basic understanding of Active Directory management
Knowledge of ITIL concepts including Incident Management, Change Management, IT Asset Management, Release Management, Service Request Management, Service Desk.
As a 25-year veteran of Technical Recruiting, I have one top priority: keeping you informed. I believe in being transparent and straightforward with you so that every interaction is comfortable and easy – together, we’ll get you the information and opportunities you need. Let’s have a conversation!
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