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Field Support Technician I

Date Posted: Jul 16, 2019

Location: Midlothian, TX, US

Company: Gerdau

Scope:

The Field Support Technician I is responsible for desktop support, customer service, local business analysis and basic technical support for Gerdau sites. The Field Support Technician I will receive guidance from and report directly to the  Manager, Field Support. The Field Support Technician I will provide support to employees and customers located in various Gerdau locations, including mills, downstream, recycling, and administrative office. The Field Support Technician I is responsible for ensuring the highest level of customer satisfaction through the receipt, research, problem solving, resolution and/or coordination of resolution for IT related issues and requests in accordance with established policies, procedures, guidelines, and internal processes. Additionally, the Field Support Technician I may serve as the IT Business Analyst liaison and will work with local management with regards to technology challenges, project implementation, and innovation.  The Field Support Technician I is expected to be the local voice back to NAIT group.  This individual is also responsible to share NAIT and Global IT strategy and other critical IT related information back to local site management.

 

Responsibilities:

  1. Desktop Support:
    • Troubleshoot and resolve issues that result from employee laptop/desktop computers and peripherals.
    • Ensure customer issues/tickets are resolved in a timely manner.
    • Assist end users with packaged software and some basic support of Gerdau critical applications.
    • Software installations and license tracking and support. 
    • Provide hardware support to end users (laptop, desktop, related accessories, printers, copiers, telephones, etc).  Work closely with Corporate IT on hardware purchasing and asset management.
  2. Customer Service:
    • Provide quality support to user community, employing a high degree of customer service, technical expertise, and timeliness.
    • Resolve problems with a high degree of patience and problem management techniques.
    • Convey technical issues in laymen’s terms so the customer can understand.
  3. Business Analyst:
    • May support the location as the local IT Business Analyst.  Bring location IT needs to the NAIT BA team to ensure local needs are being planned for and addressed.
    • Support IT by actively supporting the local implementation of projects that arise from the business or IT.
    • Serve as the voice of IT to local site management (both communication from local management and communication from NAIT & Global IT back to local management)
  4. Technical:
    • Provide more advanced infrastructure support to devices resident at the location that are not supported by Gerdau infrastructure outsourcing partner.
    • Acquire and maintain a basic understanding of the location Local Area Network (LAN) setup/topology in order to troubleshoot network issues that may occur at the site.
    • Provide onsite (basic support) to Gerdau infrastructure outsourcing partner with regards to server and network infrastructure resident at the location.
    • Acquire and maintain current knowledge relevant product offerings and support policies to provide technically accurate solutions to users.

 

Basic Requirements:

  • Associates Degree in Computer Science, Management Information Systems, Industry Recognized Certifications, or related discipline, combined with 1 to 3 years work experience in desktop support
  • Proficient in Microsoft OS and other regular packaged software
  • Essential networking and server skills
  • Excellent customer service and interpersonal skills
  • Excellent organizational skills
  • Strong oral and written communication skills (technical and non-technical)
  • Ability to work in a team environment and always maintain a positive attitude
  • Ability to travel occasionally as required


Nearest Major Market: Dallas
Nearest Secondary Market: Fort Worth

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