IT Support Specialist II

Company / Location Information

A.O. Smith is a global leader applying innovative technologies and energy-efficient solutions to products manufactured and marketed worldwide. The company is one of the world’s leading manufacturers of residential and commercial water heating equipment and boilers, as well as a manufacturer of water treatment products for residential and light commercial applications. A. O. Smith is headquartered in Milwaukee, Wisconsin, with approximately 12,000 employees at operations in the United States, Canada, China, India, Mexico, the Netherlands, and the United Kingdom.

Primary Function

This role is responsible for delivering exceptional customer service and technical support across the global organization. They will ensure maximum uptime of IT services in support of production and back-office operations. This individual will have a strong background in delivering IT support services plus have an excellent, service-oriented approach to IT operations. This role provides hands-on technical support, but also acts as a site advocate for local sites, third-party partners, and internal team members. They are expected to effectively collaborate and communicate with team members and leadership.  This support role assists with Hardware, Software, Connectivity, Telephony, Audio/Video support of our office associates and plant/manufacturing teams.

Responsibilities

• Ability to determine and diagnose support issues based on variables such as equipment, software, and environment.
• Experience with desktop prep, deployment and setup in a business environment.
• Ability to prioritize and manage work.
• Provide on-site and remote break-fix services to assigned location(s) as required for incident resolution.
• Provide install, move, add, and change services as appropriate for IT equipment, such as new installations, equipment moves, technology refresh/upgrades, and configuration.
• Ensure incidents and service requests are submitted through the Service Desk process.
• Respond appropriately to incident and request tasks assigned to the end user services team per established guidelines and Service Level Agreements (SLAs), including major incidents.
• Coordinate and assist with installation and support of managed technology services, such as core infrastructure, unified communications, and supported plant operations technology.
• Identify opportunities to continuously improve the end-user support experience through problem resolution and self-service interactions.
• Ability to work occasionally after hours and weekends in support of maintenance, project, or emergency outage activities.
• Experience with network switches, routers, AP’s for troubleshooting and diagnosing.
• Assist with IP desk phones, soft phones, mobile devices, and audio/visual conference rooms
• Ensure IT service and support activities adhere to global security/operational policies and procedures.
• Responsible for identifying and conducting IT equipment preventive maintenance.
• Assist with inventory and asset management in adherence to company policies.
• Perform additional activities as needed or as assigned by IT management.

Qualifications

• Bachelor’s degree preferred or Associate’s degree with relative work experience
• Minimum of 3+ years of related IT work experience
• Strong verbal/written communication and collaboration skills
• Ticketing system experience (JIRA, ServiceNow, ZenDesk, TrackIt)
• Knowledge of IT security best practices impacting IT support
• Experience providing IT service and support in an office and manufacturing environment
• Understanding of software and asset deployment tools and services, such as Microsoft Endpoint Manager, Coreview, and Microsoft Autopilot
• Lean and agile mindset
• ITIL certified a plus
• Experience working in a manufacturing environment, specifically with production/label/laser printers/scanners/VMU’s.
• CompTia A+, Network+, Security+ or other certifications in the IT Industry are preferred.
• Lift and carry computer equipment weighing up to 50 pounds and move equipment under desks

We Offer

Competitive compensation package and comprehensive benefits plans which include medical and dental insurance, company-sponsored life insurance, retirement security savings plan, short- and long-term disability programs and tuition assistance.

ADA Statement & EEO Statement

In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

We consider all applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, marital or military status. We also provide reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.