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PC Support Specialist

CROWN Cork & Seal USA, Inc., a wholly owned company of Crown Holdings, Inc. is a global leader in the design, manufacture and sale of packaging products for consumer goods. At Crown, we are passionate about helping our customers build their brands and connect with consumers around the world. We do this by delivering innovative packaging that offers significant value for brand owners, retailers and consumers alike. With operations in 36 countries employing over 24,000 people and net sales of over $8?billion, we are uniquely positioned to bring best practices in quality and manufacturing to our customers to drive their businesses locally and globally. Sustaining a leadership position requires us to build a team of highly talented, dedicated and driven individuals.
GENERAL DESCRIPTION
The PC Systems Support Specialist provides first-level computer support to users by resolving computer problems, researching and resolving issues, and providing resources to solve those issues. This position will focus primarily on remotely troubleshooting customer computers, phone-based IT support, new pc/laptop builds & hardware repairs. The position will provide Tier I level technical assistance to over 1500 staff members via phone/email. Secondary responsibilities include assisting with quality assurance of deployed assets; training in the usage of computers and telecommunications systems; assist with the procurement and disposition of IT related equipment.
FLEXIBILITY & ADAPTABILITY
Applicants must be extremely flexible, adaptable and willing to learn. As an employee in a demanding IS function the PC Systems Support Specialist must have the ability to prioritize tasks and work on multiple tasks simultaneously.?
RESPONSIBILITIES
  • Provides first-level IT support to clients by connecting to the remote computer, identifying problems; resolving problems. The PC System Support Specialist may need to research answers and guide the client through corrective steps.
  • Fully documents corrective steps taken in Help Desk Tracking System to be used for subsequent calls of similar nature.
  • Prepares workstation (PC and Mac) by configuring hardware, software, and network interface cards, printers, and peripherals.
  • Supports workstation performance by troubleshooting and resolving desktop issues; responding to and correcting problems; researching and developing solutions; keeping inventory of all systems.
  • Adheres to departmental standards related to the configuration of workstations, asset management and tracking, and Active Directory group membership / account creation.
  • Improves client references by writing and maintaining documentation.?
  • Improves system performance by identifying problems proactively; recommending changes.?
  • Accomplishes information systems and organizations world class performance mission by completing related results as needed in a professional manner.?
  • Performs setup of company issued iPhones and iPads to company standard. Supports mobile users that have been issued mobile devices.?
  • Performs setup of handheld and truck mount scanners used in the warehouse environment. Remotely troubleshoots and supports scanners.
  • Will work as point of contact for end users. Will work closely with Microsoft Exchange, security, operations, and network support teams to resolve issues.
  • Sets up and breaks down meeting rooms with telecom equipment for presentations and workshops.?
  • Assists the setup of temporary Wi-Fi accounts for meetings, seminars, and guests.?
  • Works with manufacturers on warranty issues with PCs and other devices.?

QUALIFICATIONS & EXPERIENCE
Must have excellent problem solving, verbal communication and writing skills, and must have strong follow-up skills.
Experience working in a Help Desk environment, strong customer service skills, and PC and network troubleshooting experience are required.
Ability to: Express ideas clearly in both written and verbal communication; plan and organize own time and work; quickly learn and apply new technologies.
Working knowledge of: Windows 10 and Windows 7 operating systems, Mac OSX, Citrix, computer hardware repair, basic networking and client-server integration, familiarity with Active Directory and remote access tools such as Dameware, RDP, and other remote connection software, etc.
MINIMUM REQUIREMENTS
Associates degree in Information Technology and 1 years? experience in Information Technology, directly related to Helpdesk support and troubleshooting
OR
High school diploma and a minimum 5 years? experience in Helpdesk and user support.


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