Management Information Systems-BTS Specialist II

Job Title Job Title Job Description Installs, modifies, configures, and repairs computer hardware and software systems, and provides Tier I/II technical assistance to system users. Perform oversight and administration of ITSM Tools, accuracy of information in ticketing system, and compliance to current & future KPI's and Performance Metrics. Incident Queue Management & Problem Management (RCA) in ITSM Tool. Installs, configures, troubleshoots, and upgrades computer related production equipment, such as automated/manual labeling equipment, shop floor data collection terminals, mobile devices, HMI's, etc. Continuous Improvement, Innovation, & Technical & Functional Testing of new technologies. Administration, Management, and Monitoring of Telephony & Voicemail Systems. Performs Tier I/II Support and troubleshoots/resolves Incidents or Problems related to telephony and voicemail systems. Installs and maintains extensions, phone lines, and fax devices as needed. Acts as liaison between equipment vendors and the company. Performs administration and integration of local area network(s) (LAN) and wireless local area networks (WLAN), under the direction of the IT Systems Support Supervisor, IT Systems Support Manager, and/or Network & Security Team. Implements, Maintains, & Supports any future electronic or technical systems as may be required. Installs, configures, monitor's, troubleshoots, and maintains stand-alone/network LaserJet printers and/or Multi-Function Devices. Assist IT System Support Analysts with triaging and resolving Tier I Oracle EBS, WMS, MWA, OPM, etc related issues. Creates, Updates, and maintains Standard Operating Procedures, How To Documents and Work Instructions at the direction and/or request of the IT Systems Support Supervisor, IT Systems Support Manager. Reviews documentation for accuracy and integration into Knowledge Management System. Essential Duties and Responsibilities Provide supplementary Service Desk responsibilities as needed at the direction of the IT Service Support Associate and/or BTS Service Support Manager. Installs or assists in installation of hardware and peripheral components, such as HMI's/MMI's, projectors, monitors, keyboards, printers, mobile devices and other similar or related equipment. Installs & Configures standard or specific software packages, such as operating systems, standard applications that include but are not limited to Microsoft Office Suite Applications, proprietary ERP applications, or custom applications, etc. Instructs users in use of equipment, software, and manuals, including one on one training, and the creation of value added documentation. Provides additional and continued training as need in support of integrated hardware & software systems. Performs infrastructure troubleshooting to isolate and diagnose common network related problems, creates relevant documentation, such as network diagrams and maintains accuracy of data in IPAM Tool or relevant management systems. Upgrades network hardware and software components as required and at the direction of IT System Support Supervisor, IT System Support Manager, and/or Network & Security Team. Support IT Technical & IT Operations Team in continued expansion and ongoing support of Infrastructure & Server Equipment, including but not limited to UPS, Servers, Switch Gear, Storage, etc.. Installs and troubleshoots wiring as required for local area network and telephony systems, including isolated or segmented networks. Monitor functioning of manufacturing or distribution equipment, including mobile devices, to ensure systems operation & function within compliance with OEM specifications. Maintain accurate transactional record of IT Company assets in accordance to policies and procedures. Site administration of the local and enterprise CMDB, documentation and allocation of assets within the asset lifecycle. Perform or Assist in the Preventive Maintenance on computers, HMI's, labeling & printing devices, peripherals, etc. Administration & Monitoring of Incident Management & Request Fulfillment queues in ITSM Tool, focusing on continuous improvement and emphasis on root cause analysis. Education and Experience High School Diploma Required; Associates/Bachelor's Degree Preferred One (3) to three (5) years of proven experience in a Manufacturing or Distribution environment. Support of ERP/MSC preferred. A+ Certification or equivalent Network + CCENT Certifications and/or equivalent ITIL Foundations or Equivalent Certification a plus Additional Responsibilities Additional responsibilities as directed by the IT Systems Support Supervisor, IT Systems Support Manager or IT Operations SRQ. Work Environment Ability to work various hours, including 2nd/3rd shift & weekends. Work schedules vary based on production needs: will include extended hours and weekend work. Ability to work in confined areas, ceilings, and attic spaces to run wire for system integration or telecommunications. Ability to lift up to 50 lbs. in order to move and/or install necessary equipment. Ability to work in refrigerated (34-38 degree) environment for prolonged periods. Ability to work in high temperature areas (attic space) for prolonged periods. Willing to travel if necessary for training & on-site systems support. About Us Since 1905, Boar's Head Brand has been the name you can trust for quality products and service. Our vision is to nourish the human spirit through the love of food. Our secret ingredient has always been our people. Each person brings a unique perspective, background, and experience to the table and this is what drives our culture of positivity, acceptance, and support. We are a company that believes we win when we work together and connect over a passion for the highest standards in food. Boar's Head