The Role:
The Manufacturing Operations Specialist Mid-Level team member has on-site responsibility for performing activities pertaining to information technology and business unit objectives in a large Manufacturing facility. More specifically, this role will perform tasks requiring on-site support for basic and intermediate level requests for applications, IT end user devices, and infrastructure support. A wide degree of creativity and latitude is required.
End user support involves an evolving set of tools to remotely analyze and resolve issues. In many cases each day, however, this support also involves visits to the end device on the manufacturing floor. Employees should expect to spend a portion of the day on their feet, performing physical tasks that include lifting and climbing up stairs and vertical ladders to screen guarded environments. This is a very hands-on role, requiring good multi-tasking and problem-solving skill sets.
What You'll Do (Responsibilities):
Support End-User Devices (PCs, Printers, Scanners, Mobile Phones and Tablets)
Use remote PC Management tools to assist users
Complete assigned IT project tasks
Use corporate IT tools to perform remote device management and user support
Build clients (PCs, Laptops, printers, wireless devices) per common procedure(s)
Participate with cross-functional teams as required
Maintains, analyzes, basic troubleshooting, and repair of computer systems, hardware, and computer peripherals (important to success)
Coordinate and perform work under general direction from the site IT manager and in-line with GMIT policies and procedures
Provide production shift support by operating as a focal point to address all IT related requests as well as coordinate resolution of IT related incidents (able to support a plant manufacturing shift alone)
Coordinate fact finding and business impact assessment by contacting business partners
Initiate incident management process to coordinate resolution of issues and operate as focal point coordinating communication between central support and business partners
Use common corporate IT tools to perform asset management, patching, and software installation.
Client patching to maintain Cyber Security protection on end devices utilizing BigFix tool.
Perform hardware refresh and repair (break-fix)
Power up/down infrastructure equipment such as Data Center equipment
Manage IT best practices and industry standards for data center operations and plant floor telecommunication closets (Cornerstone)
Interface to the plant business personnel, outside vendors, launch teams, as well as the Global Telecom engineering staff
Perform and Support network Change Controls as required
Ability to climb a ladder or open stairways to access network cabinets on mezzanine level platforms as needed.
IT Footprint:
# of PCs ~ 450 (GMOL, 10M, EDWS, other end devices)
Common processes: Just deploying ServiceNow (change, incident, problem)
Initial plant need(s): One new auto product is in deployment and one new auto engine product is being kicked off. This growth is positive for the Rochester plant.
Upcoming projects: Deployment of new product lines associated with EV battery cooling and gas engine fuel delivery systems. Roll out of ServiceNow, completion of Win7 upgrades to Win10, data center to internal GM facilities requirements, deployment of a Cyber Security initiatives, Controls network (Macro segmentation).
Top 3 Skills:
3-5 years of experience
Customer service experience
Windows 7/10/11 and Windows Server operation experience (Migration experience)
Skill Set:
Experience in manufacturing environments preferred
Hands-on experience configuring, supporting, and deploying various Cisco and similar hardware
Routing and switching knowledge to include networking protocols, VLANs, Spanning Tree, etc
Technical capability to support PCs, printers, and a variety of applications (both office and production data collection and reporting type apps) | Support end-user devices (PC, printers, scanners, mobile phones, tablets, etc.)
Experience migrating win7 to win10, to win11 OS
Active directory experience, this would stand out
Experience working with projects is a plus
Demonstrates initiative and quick learning ability by reaching beyond work assigned to improve output and/or help others
Strong interpersonal skills and ability to work with minimum supervision
Over time, become technically adept with all the systems on site with the intent to be able to execute site playbook(s) for incident handling
Familiarity with a variety of the IT field's concepts, practices, and procedures
Excellent level of analytical ability, communication and interpersonal skills required to build relationships with team members and customers to solve problems and resolve issues
Possesses strong analytical ability, communication, and interpersonal skills required to build relationships with team members and business partners
Experience with VLANs, NAT/PAT, VPNs, IPSec, and TCP/IP protocols (basic network concepts)
Experience with data, video, and voice services
Knowledge using ServiceNow, BigFix, Bomgar, MS Teams & Slack, Monitoring tools.
Associate’s degree | prefers a really good problem solver than a 4-year degree
Good communication skills
Location: Rochester, NY | Fully Onsite (7:30 AM to 4:00 PM) Duration: 12+ month W2 contract Travel: Some regional travel (Western New York area (Buffalo, Lockport areas) may be required initially for training purposes. Possibility that they might go to another site in Buffalo, about an hour drive. They have people at his facility doing the same job
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