Specialist II, Support - Progress Rail Services : Job Details

Job PurposeIT Support Specialist role is to provide support in order to drive operational efficiency. ITSS is responsible for assisting customers with technical issues or questions related to computer hardware or software. This includes taking phone calls from end users or communicating with themthrough support management software, helping others diagnose and resolve technical issues over the phone.Company DescriptionRailroads transport goods and people millions of miles every day. At Progress Rail, we believe in going the distance with them. We are looking for talented and innovative team players to address the challenges of the rail industry today, ensuring success for the future. Build a long-term career with opportunities for growth and advancement as part of a vibrant network of close to 200 global locations. Our innovative team members work together to forge the bridge between ideas and success!As a Caterpillar company, Progress Rail is an integrated rolling stock and infrastructure provider, delivering a full range of products and services to domestic and international railroad customers. Our customers enjoy one-stop shopping and comprehensive railway solutions - whether it rolls on the rail or is the rail itself. From locomotives, transit, freight cars and engines, to tracks, signals and advanced technology, we ensure customers can count on us to meet their needs.Learn how we keep our customers rolling by following us on Facebook, Twitter, Instagram, YouTube and LinkedIn, and by visiting progressrail.com.Education / Training* High School diploma or equivalent is required;* Associate's degree in IT related field; preferred;* Bachelor's degree in an IT related field; preferred;* Microsoft certifications; preferred.Key Job Elements* Ability to solve common user problems in real time including software functionality, network trouble shooting and installation, personal computer and network configuration, operating systems and browser related issues; installing hardware or software as needed;* Global incident routing including validation, processing, triage, routing decision points and assignment;* Prioritize production-critical issues and escalate issue(s) to the appropriate technical staff;* Complete domain maintenance;* Assist with Webfilter, Internet and Firewall issues;* Entry level application maintenance;* Network and server hardware configuration;* Sarbanes-Oxley reporting;* Provide extra phone support and coverage, as needed;* Setup and configuration for new device procurement;* Prepare statistical and data reports, including usage trends and analysis;* Troubleshoot and accurately record caller's requests/issues;* Provide remote and on-site support to all staff;* Active involvement in problem resolution, follow-up, testing, workarounds and equipment suggestions;* Facilitate warranty claims and exchanges;* Accurately record customer support issues in tracking system;* Minimal travel to domestic facilities;* Other duties as assigned.Qualifications and ExperienceRequired:* Basic networking experience with TCP/IP and Windows network;* Basic system administration experience, Windows preferred;* Familiar with Microsoft products, Linux, IBM, LN and SAP.Preferred:* 2 plus years IT/Computer experience;* Basic Microsoft Office experience, including Word and Excel;* Prior technical support/call center experience;* CompTia A+ Certified;* CompTia Network Certified.Technologies in use on this job:* Windows 10;* Citrix;* Active Directory;* SCCM;* Windows Server 2016;* Microsoft Office 365 / 2016;* Cisco Software / Hardware;* Dell Hardware.* Strength - Position typically involves work in a standard office environment. Occasional standing and walking. Heavy lifting is rare but may be required;* Motion - Position regularly requires standard repetitive motions and hand/eye coordination associated with office communications. May require bending, lifting, standing, climbing, kneeling, crouching, walking, etc. in cases where Safety investigations require them;* Vision/Hearing Requirements - Constant verbal communications, including both talking and hearing;* Emotional Demands - Responsible for audits and reporting. Requires interpersonal skills and communication;* Safety - Position required to follow all safety guidelines and requirements.EEOEqual Opportunity Employer - Race/Color/Sex/Religion/National Origin/Sexual Orientation/Gender Identity/Vets/DisabilitiesBenefits* Competitive Salary* 401(k) plan with up to 6% company match (no waiting period with immediate vesting)* Medical/Dental/Vision/Life/Disability Insurance* Supplemental Accident, Critical Care, and Hospital Insurance available along with an HDHP and HSA with seed money* Flexible Spending Accounts* Paid Vacation* Paid Holidays* Paid Time-Off (PTO)* Employee Assistance Plan* Education Assistance Program* Employee Recognition Programs* Site specific Production and Incentive Plans* Site specific Step and Skill Level Wage Adjustment Plans* Site Specific Relocation and Sign-on Bonus Programs* Benefits eligibility varies by job position, full-time/part-time and regular/temporary status. The provisions of the plan documents control such benefits.Job CategoryInformation Technology