IT Technical Support Specialist

Harsco is recognized for technical leadership and worldwide experience in virtually all major aspects of railway track maintenance.  We enable railroads to operate at peak efficiency over a smooth, precisely aligned track that increases railway safety while reducing fuel consumption and other key operating costs. Our broad array of equipment and services supports every type of railway operator, from major national and international railway systems to short lines and high-speed urban transit networks.

Job Description

This candidate is a self-starter who can work with minimal supervision providing IT support.  Responsible for maintenance of site servers, site network equipment, site telephony, desktop hardware and peripherals.  Responsible for installation and support of desktop hardware and desktop software.  Responsible for responding to user calls and requests for assistance.

Key Responsibilities:

• Self-motivated to complete assignments on time, yet able to determine when to ask questions for clarification or further direction.
• Provide first point of contact for all support issues for end-user technical support maximizing the end user’s experience.
• Establish and maintain effective relationships with all levels of users at office and the field site.
• Ensures an outstanding level of customer service by providing direct IT support to individuals throughout the organization.
• Additionally, IT aspects of tendering. Such as document uploads, ensuring website support.
• Prioritize service issues based on multiple competing priorities and objectives.
• Setup, install and maintain desktop and laptop hardware/software and peripherals and network printers
• Maintain site network file structures, access rights, network security, network users, network printing and desktop user environments.
• Maintain site network servers by applying patches, logging changes and monitoring error logs.
• Troubleshoot and repair problems with the site network, server, and telephony infrastructure and systems.
• Troubleshoot and resolve problems encountered in the use of site systems and desktop applications.
• Assist with maintaining computer room, site network cabling and department documentation.
• Non-business hour time may be required to repair and troubleshoot problems to provide efficient, quality service.
• Maintain site specific desktop application setup, standards and streamline processes to eliminate future problems.
• Prepare cost requests and procure equipment to meet business needs.
• Maintain site hardware/software inventories and assist with the audit of site hardware and software.
• Monitor site-based server hardware uptime, virus protection and site-based software updates.
• Assist with system backups and disaster recovery plans.
• Escalate issues and concerns to the manager, as appropriate.
• Ensure all technical support related activities comply with the global Harsco compliance standards and procedures.
• Document all support calls for systems performance and metrics reporting.
• Dependability, regular attendance, and the ability to work extended hours are required.
• Perform other reasonably-related tasks as assigned by management
• Travel to field-site to support an IT installation may be needed as required

Qualifications:

• Minimum of Graduation/Diploma in Computer Science, BSc., BCA.

Required Knowledge, Skills, and Experience:

• A minimum of 2 to 5 years of related experience in the support of desktop hardware/peripherals and desktop software systems.
• Advanced proficiency with Microsoft operating systems and environments required.
• Strong analytical and problem-solving skills.
• Must have excellent written and verbal communication skills.