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Technical Support in Indianapolis, IN at Spartan Resources, LLC

Date Posted: 5/15/2018

Job Snapshot

Job Description

Technical SupportVance, AL12+ month contract, potential extension Mandatory Tasks 
  • Provides advice to users on systems, products and services which are available to them. 
  • Provides an effective interface between users and service providers, including external commercial suppliers where applicable. 
  • This interface includes documenting problems, progress checking, and ensuring all diagnostic information is provided for error resolution and incident analysis. 
  • Assists users in making more effective use of desk-top systems, products and services. 
  • Makes initial diagnosis of any problems and advises known solutions where applicable. 
  • Obtains diagnostic data to assist in the investigation and resolution of problems. 
  • Matches unresolved incidents against existing problems, known errors and other incidents. 
  • Ensures that incidents and problems in systems and services are fully documented within the configuration management defect/problem reporting system. 
  • Classifies and prioritizes unresolved incidents. Initiates and co-ordinates investigations to discover root causes, and progresses the implementation of remedial action. 
  • Ensures that investigations are fully documented, to facilitate the optimum implementation of remedies. 
  • Ensures that existing problems and known errors in systems and services being brought into operation are understood and managed in the same way as those arising from operational incidents. 
  • Ensures that the requirements of agreed internal and/or external levels of service are met. 
  • Keeps relevant staff informed of the status of systems and services, by producing reports/registers on defect/problem reporting data extracted from the configuration management system. 
  • Ensures that agreed actions relating to problem investigation and clearance are taken within the allotted timescales. 
  • Assists in the analysis of incidents and problems to show trends and potential problem areas, so that action can be taken to minimize the occurrence of incidents and to improve the process of problem reporting, analysis and clearance. 
  • Monitors plans and actions to investigate and resolve incidents and problems, including any suppliers and specialists involved, and contributes to problem management policy decisions. 
 Optional Tasks 
  • For all products, services and systems within the area of responsibility, demonstrates, installs and commissions desk-top systems and their routine upgrades. 
  • Provides information on updates, known errors, changes in availability, new facilities etc. 
  • Interprets technical or procedure manuals on behalf of non-technical users and provides routine training in normal usage of systems, products and services, providing information on the full range of capabilities. 
  • Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. 
  • Responds to telephone calls, radio calls, email and personnel requests for technical support. 
  • Documents, tracks, and monitors the problem to ensure a timely resolution. 
  • Requires a degree in a related area or 2 years of experience in the IT field or in a related area. 
  • Familiar with a variety of the field's concepts, practices, and procedures. 
  • Relies on experience and judgment to plan and accomplish goals. 
  • Performs a variety of complicated tasks. 
  • May lead and direct the work of others. 
  • Typically reports to a supervisor or manager. 
  • A wide degree of creativity and latitude is expected. 
  • 2 year of experience in an IT environment supporting end users. 
  • Windows Operating System Installation and Troubleshooting experience. 
  • PC Hardware/Software Troubleshooting experience. 
  • Understanding of Communication methods and the utilization of such methods. 
  • Windows based PDA/Barcode Scanner Device troubleshooting. 
  • SharePoint Experience. 
  • Customer service oriented approach. 
  • A+ Certification a plus. 
  • ITIL Certification a plus. 
  • Knowledge of HMI Development and Configuration. 
  • Understanding of HMI/PLC Communication methods.

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