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End User Support Specialist

TRC Professional Solutions Chattanooga, TN

  • Posted: over a month ago
  • Full-Time
  • Benefits: medical, vision, dental,
Job Description

Operative responsibility in incident, problem, and configuration management in support of production environment. To support the IT Infrastructure and Services organization in defining, documenting, supporting and validating processes necessary to maintain Chattanooga Help Desk Operations. He / She will be responsible to handle complaints from customers on their day to day requests. He / She will be responsible to work with Chattanooga plant departments to document FAQ for the department and provide this information to the Chattanooga Help Desk Operations. He / She will be working with application teams, server teams, and business units to provide coordination services under the direction of the local ITP. He / She will be responsible for watching aging tickets and assist team to ensure speedy resolution of request. This individual specializes in delivering of second level support solutions for the production connected systems. This individual is responsible for documenting the processes necessary to maintain such an environment and understanding the technology solutions that are used to support business processes. This individual works directly with other support teams and business process owners (and technology users) to identify and improve support delivery to the end users. This individual will be involved in supporting all defined facility processes and works to improve service delivery. This individual is responsible for review, logging, and maintenance of monitoring solutions designed to provide alerts in case of priority instances and reviewing preemptive warnings to avoid critical issues. This individual will identify and report on key performance indicators to assure availability of the production systems. This individual will be responsible for ticket auditing and reporting. This position owns operative responsibility for manning, maintaining, and delivering phone support, in conjunction with the production control room, for all production equipment and, where necessary coordinating with internal resources and 3rd parties suppliers on company’s behalf to reach a resolution under tight timelines.

·       Operative responsibility in incident management and problem management for all items impacting plant operations.

·       Create Application and Hardware (System) Lifecycle Plans

o   Work with the ITP management to ensure that a multiyear lifecycle plan is created to support from 1st to 3rd level support including milestones for all known firmware/software versions or functional upgrades and sunset and successor systems.

·       Assess and Manage System Requirements and Production program fulfillment

o   Work with the ITP department to determine, the current level of performance expected and risk with current process and systems. Create with the business area requirements plans for continuous improvement of the process and systems throughout the plant.

·       Identify Automated Solutions which support business process maturity or improvement




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Chattanooga, TN




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