Job Description

Job Description:

Provide IS technical support at the plant level, acting as client support and first responder to issues relating to plant IS and process control systems.

• Represent the needs of the plant and act as liaison between the plant and Corporate IS functions.
• Support Corporate IS projects involving computers and networking systems at the plant level.
• Provide IS support services to user departments in identifying, evaluating, implementing, and maintaining computer-based solutions to business problems.

The Assoc Systems Support Specialist may delegate to others to support multiple shift operations but shall retain overall responsibility.

Ongoing Responsibilities:

• Hardware and software support for Windows PCs, printers, network equipment, time clocks, barcode systems, IP phone system, paging system, and any other IS-related work as required by the manager.

Responsibilities:

End User Support:

• Respond to plant user support needs as assigned by the Help Desk process. This includes PC software and hardware, printers, WinSPC, Barcode systems, LPR, PI, AIM, MPS, LMS, and time clocks.
• Troubleshoot and correct problems as possible.
• Verify correct configurations and connectivity prior to coordinating assistance with next levels of support.
• Facilitate MyAccess requests, user training, and manage user accounts as required.

Desktop/Laptop System Installation and Maintenance:

• Install software and install new PCs, re-image PCs as necessary.
• Coordinate requests for new PCs, provide PC hardware and software troubleshooting and repairs.
• Install new software when required by corporate projects.
• Maintain a current list of all IS-related enterprise assets.

Support Corporate IS Projects and Upgrades:

• Work with corporate and local plant staff on implementation of corporate-driven hardware, software, and network infrastructure projects.
• Facilitate communications to plant staff of system upgrades and IS projects.

IS Systems Management and Maintenance:

• Provide on-site monitoring and support for corporate servers and the local area network (LAN).
• Coordinate service requests for wireless devices, laser printers, barcode printers, IP phones, and time clocks.
• Provide support for the paging system, coordinating hardware support with outside resources as needed.
• Coordinate assistance from the next level(s) of support as needed.

Support Process Control Network and Systems:

• Support VMWare Server farm running 100 virtual machines for plant SCADA and HMI systems.
• Maintain virtual machines running support and programming software for the EES department.
• Maintain thin clients network and support continued upgrade of systems to thin client–VM architecture.

Plant Applications:

• Support plant-developed/purchased applications, including development support, troubleshooting, testing, training, and upgrades.
• Assure applications are compatible with current hardware and software and comply with IS and Engineering guidelines.

Disaster Recovery:

• Coordinate local plant Disaster Recovery plans and activities with appropriate IS Department groups and individuals to ensure policies are followed.
• Maintain clones of virtual machines for the process control network.
• Act as the "Plant Owner" of the local computer room(s), ensuring that security, fire protection, utility supply, etc., are well maintained, in order, and clean.

Minimum Knowledge, Skills, and Abilities Required:

• Must demonstrate the client Values.
• Proficiency in the English language.
• Works safely and follows all established plant policies and procedures.
• Possess good time management skills.
• Possess good math skills.
• Follows directions and pays attention to details.
• Ability to work independently and in a group environment.
• Possess good communication skills, both written and verbal.
• Demonstrated ability to handle multiple priorities.
• Proficient knowledge of personal computers and printers.
• Proficient knowledge of Windows Server and Windows 10 operating systems.
• Proficiency in management of VMWare virtual environments.
• Knowledge of network communications and hardware (Cisco).
• Some knowledge of programming languages and databases.
• May be required to flex work hours based on need.
• Understanding of when to address issues and when to escalate to the next level for resolution.

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