Manufacturing Plant Help Desk Specialist at NTT Data Services in Swepsonville, North Carolina

Posted in Other 27 days ago.

Job Description:

Our Swepsonville, NC based client is looking for a Manufacturing Plant Help Desk Specialist.

Responsibilities in this role include maintaining the overall stability of Tier I (Production Critical) Line Applications and equipment by following documented processes to return to normal operations or to diagnose the situation and escalate to appropriate support group if and when incidents occur. This includes:

- Troubleshoot and repair equipment

- Verify the integrity of accessories and clean the equipment

- Configure equipment to customer specifications

- Install RAM, hard drives, video cards, CD ROM's, and other peripherals

- Keep the tracking and inventory databases up to date

- Set, configure, and troubleshoot PC/laptop and printers in a LAN environment

- Analyze, test and evaluate new products

- Maintain library of current BIOS, drivers and patches for supported equipment

- Support remote access for laptop users and maintain call tracking and inventory databases

Daily Tasks Performed

" Plant floor client and end-user desktop, application, and network support for all Tier 1 computer systems

" Interaction with plant floor users and clients (in order to understand production line processes and customers)

" Support projects such as technology upgrades\implementations of Tier 1 computer systems

" Review, understand and react to various monitoring systems for Tier 1 computer systems

" Preparation of documents for production lots


- BA/BS in Information Technology, Computer Science, or related field or equivalent work experience.

- Basic ability to use personal computer and software applications

- Basic knowledge of application, connectivity, hardware, peripheral including printers and scanners, network monitoring tools, and TCP/IP protocol

- Basic knowledge of new technology in the Information Technology Field

- Basic knowledge in a variety of PC software programs, remote tools

- Basic knowledge in the areas of SQL, WAN/LAN, Telecommunications (T1s, Modems, Hubs, Routers, Frame relay) and AS400

- Basic knowledge of Security Administration procedures

- Basic knowledge of interfaces

- Basic knowledge of MIS environment

- Basic knowledge of data and mobile device support


1 to 2 years Computer Technician Service experience w/desktop and networking applications

" Experience supporting computer applications and end-user computing devices

" Experience supporting Windows 7/10, Active Directory, LAN/Networking

" Experience using MS-Office, and problem ticketing applications

" Experience managing 2nd level support calls (Level 1)

" Experience managing 3rd level support calls (Level 2)

" Demonstrated hardware troubleshooting for printers, scan guns, desktop PCs/laptops, handheld devices Preferred general functional knowledge of manufacturing line systems and associated business processes/systems

" Ability to follow and document processes

" Ability to adapt/learn in a changing environment

" Experience with general IT processes and development methodologies

" Experience with ticket entry and management, experience with Service Now preferred

" Solid analysis, proven problem solving and decision-making skills

" Good time management and prioritization skills

" Strong communication skills both verbal and written