About this role
Calderys Group
Calderys is a leading global solution provider for industries operating in high temperature conditions. The Group specializes in thermal protection for industrial equipment with a wide range of refractory products, and advanced solutions to enhance steel casting, metallurgical fluxes and molding processes.
As an international business with a presence in more than 30 countries and a strong footprint in the Americas through the brand HWI, a member of Calderys, we offer our employees a world of opportunity.
With a legacy of over 150 years, and an unwavering commitment to excellence, we continue to shape our future through teamwork, customer-centricity and a proactive mindset. We are the vital partner of all high temperature industries and our purpose places sustainability and innovation at the heart of our business. It reflects our reason for existing: to support our customers building a better world through sustainable solutions.
Our values are a driving force in this purpose: We are tenacious, accountable, multicultural and authentic..
In our company, performance is recognized and learning is promoted. Our services and solutions depend upon the expertise and commitment of our employees. So we ensure that they have the scope and opportunities to develop their potential within a diverse, inclusive and collaborative setting. It is an environment for people to grow, where every day is a new day and more exciting than the last.
Calderys - Forged in legacy. Fueled by excellence.
For more information, please visit Calderys.com
Calderys has a fantastic opportunity to join our Information Technology Team as a Support Desk Technician.
Summary
The Information Technology Support Desk Technician II provides professional technical support for issues involving end-user devices, accounts and connectivity (data and voice). The Support Desk Technician documents, troubleshoots and resolves of all level 1 and level 2 support request and ticket operations while referring level 3 support issues onto other IT team members.
Responsibilities
- Completing level 1 and level 2 technical support operations for incoming tickets
- Administering all end-user equipment operations including inventory management, configuration, deployment and support (PCs, Printers, Desk Phones and Phone System, Cell Phones, and A/V equipment), software and software license administration
- Administering account operations including creation, configuration and audit of network and system-specific accounts
- Administering support request operations including creating, categorizing, prioritizing, documenting, distributing, and processing support tickets
- Performing project-based tasks associated with developing new processes and procedures to support business requirements
- Performing end-user training for general device, network, business systems and PC software
- Supporting the HarbisonWalker Business System (HBS) including 5S by identifying and implementing opportunities for continuous process improvement as metrics warrant
Requirements
- A.S. degree in Computer Science, Information Systems, Software Engineering, or related field
- Requires in-depth knowledge of MS Office products
- Requires in-depth knowledge of computer hardware and peripheral devices, imaging techniques, desktop and server operating systems, and demonstrated ability using a ticketing system
- Requires in-depth knowledge of Microsoft Active Directory is required
- Requires strong analytical, interpersonal and communications skills and the ability to work effectively in a team environment
- The Information Technology Support Desk Technician II requires two (2) – four (4) years of experience in a technical support position within a mid to large size company, with hands on responsibilities for end-user device and account support utilizing specific support requests processes and ticketing systems.
Physical and Environmental Requirements
- Physical Activity: Requires 1/3 to 2/3 of the time sitting and less than 1/3 of the time standing, walking, using hands and fingers, reaching, and speaking/hearing.
- Lifting: Requires lifting up to 25 pounds less than 1/3 of time.
- Vision: Requires accurate close and distance vision.
- Environment: Requires more than 2/3 of the time working in an office setting with very limited exposure.
- Noise: Requires exposure to moderate noise