IT Desk Side Support Specialist (Onsite - Chattanooga, TN)

The Role

Operative responsibility in problem management (incident management, problem management) within the Office environment. He/she will play a support role in business application (system) troubleshooting, to ensure that key business process metrics are addressed. This individual specializes in a subset of Volkswagen Group of America’s core business processes and is responsible for understanding and executing the technology solutions that are used to support the office processes. This individual works directly with technology users (and Business Process Owners) to identify where processes can be improved and how the technology solutions supporting these processes can facilitate that improvement. He / She is also responsible for working with the PIO to understand the technology roadmap for the client and how this technology roadmap impacts the business process(es) that they have the responsibility to support. This individual works with the respective operations Manager, respective PIO, and technology strategy areas to identify and report on key performance indicators on how a given technology solution has impacted these key performance indicators. 

Responsibilities

• Operative responsibility in problem management (incident management, problem management) in the office environment and/or on the production floor.
• Create and maintain Technology Architecture documentation for transparency
• Create and Maintain Procedure / Work Instructions
• Work with the client’s imaging framework to ensure proper staging, configuration, and recovery of respective hardware supporting key business processes
• Identify Automated Solutions which support business process maturity or improvement

Work Schedule:

The Help Desk role will follow one of three possible schedules, which are still being finalized. The shifts include:

• 1st Shift: 8:00 AM – 5:00 PM, with weekend coverage from 7:00 AM – 7:00 PM
• 2nd Shift: 1:00 PM – 10:00 PM, with weekend coverage from 7:00 PM – 7:00 AM
• 3rd Shift: 10:00 PM – 7:00 AM, with weekend coverage from 7:00 PM – 7:00 AM

The specific schedule will be confirmed once finalized by the hiring manager.

• This position requires onsite availability in Chattanooga, TN
• Nights and Weekends Required
• Work Hour flexibility required based on Production Schedule
• Additional Job Duty Overtime will be required to support with system updates and additional requirements

Education:

• Associates - Management Information Systems or related discipline preferred
• Bachelor in Computer Science/Info Technology Mgmt (preferred)

Experience:

• 3-6 years of professional work experience in related field
• Technical equipment – Troubleshooting / Setup / Configuration Skills (Scanners, Android based hand held, Windows Mobile/CE, IP based Cameras, Desk/laptop based PCs, Presentation Displays, Embedded system PCs)
• Linux, Windows (CE, XP, 7, 10)
• Microsoft Office Proficient (including Visio / OneNote)
• Monitor / Alerting Systems (eg. Solarwinds)
• Basic Network (IP Mgmnt, Switches, WiFi)
• ITIL Process Knowledge (Change/Problem Mgmt)
• Competence in Ticket / Work Order Management systems
• Asset management
• Presentation equipment
• 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.
• Ability to take a “client” focus when engaging with internal departments / customers.
• Strong technical skills.
• Works well as part of a team.

Desired Skills:

• Database interface / connection knowledge
• Windows Server (2010, 2012, 2016)
• SCCM Knowledge
• Acronis Image Management
• Power Shell Scripting
• Production: Version Dog

Percentage of required travel: up to 10%

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).