Computer Operator II in Galion, OH at Lifetouch Church Directories and Portraits Inc.

Date Posted: 10/17/2018

Job Snapshot

Job Description

Detailed investigation, diagnosis and troubleshooting of technical issues with manufacturing facility hardware/software.

  • Provide first and second level technical support to plant. Update incident tracking tool with ongoing status and resolution in accordance with Service Desk processes.  
  • Provide detailed investigation, diagnosis, resolution and recovery for technical issues related to facility technology and applications (e.g. desktops, servers, telecommunications, printers, laptops, MS Office, Operating Systems.) Work with technical 3rd level resources to resolve problems quickly and effectively.
  • Provide on-site technical support as required.
  • Setup new technology and applications in the plant in accordance with technology standards (e.g. server installations, desktop installations, software installs).
  • Through detailed investigation and diagnosis, assess scope & impact of issue. Escalate global desktop/networking incidents to 3rd level technical resources in accordance with Service Desk processes.
  • Manage service requests for plant including new computer or software setups.
  • When requested, participate in testing of new technology prior to release.
  • Keep current and accurate records within the incident management tool (e.g. troubleshooting steps, resolution.)
  • Perform other projects or miscellaneous duties as requested or assigned.

 Minimum General Requirements:

 Education:

  • Associates degree in related business or technology area required or a minimum of 5 years of experience in the field or a related area.

Experience and Knowledge:

  • Application management or IT development/production support.
  • Knowledge of basic computer hardware.
  • Strong problem solving, troubleshooting, repairing and debugging skills.
  • Experience with multiple desktop environments (Mac OSX is a plus).
  • Experience with mobile computing.
  • Experience with VMware or other virtualization technologies is a plus.
  • Extensive application support experience.
  • Working knowledge of a range of diagnostic utilities.
  • Good understanding of the organization's goals and objectives.
  • Exceptional written and oral communication skills.
  • Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills with both users and management.
  • Strong documentation skills.
  • Proven proficiency with Microsoft product suite.
  • Comfortable in a fast dynamic high-pressure environment with an ability to handle multiple tasks simultaneously.
  • Ability to quickly process information, correlate, disseminate.

 

Other knowledge, skills, and abilities:

  • Analytical – Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs work flow and procedures.
  • Problem Solving – Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
  • Technical Skills – Assesses own strengths and areas for improvement; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
  • Customer Service – Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
  • Interpersonal Skills – Focuses on solving conflicts, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others’ ideas and tries new things.
  • Communication – Speaks and writes clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions.
  • Teamwork – Balances team and individual responsibilities; Exhibits objectivity and openness to others’ views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests.
  • Change Management – Communicates changes effectively. Prepares and supports those affected by change; Monitors transition and evaluates results.
  • Business Acumen – Understands business implications of decisions.
  • Judgment – Displays willingness to make decisions; Includes appropriate people in decision-making process.
  • Planning/Organizing – Prioritizes and plans work activities; Uses time efficiently.
  • Quality – Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
  • Adaptability – Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
  • Dependability – Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
  • Initiative - Volunteers readily; Undertakes self-development activities; Asks for and offers help when needed.
  • Provide first and second level technical support to plant. Update incident tracking tool with ongoing status and resolution in accordance with Service Desk processes.  
  • Provide detailed investigation, diagnosis, resolution and recovery for technical issues related to facility technology and applications (e.g. desktops, servers, telecommunications, printers, laptops, MS Office, Operating Systems.) Work with technical 3rd level resources to resolve problems quickly and effectively.
  • Provide on-site technical support as required.
  • Setup new technology and applications in the plant in accordance with technology standards (e.g. server installations, desktop installations, software installs).
  • Through detailed investigation and diagnosis, assess scope & impact of issue. Escalate global desktop/networking incidents to 3rd level technical resources in accordance with Service Desk processes.
  • Manage service requests for plant including new computer or software setups.
  • When requested, participate in testing of new technology prior to release.
  • Keep current and accurate records within the incident management tool (e.g. troubleshooting steps, resolution.)
  • Perform other projects or miscellaneous duties as requested or assigned.