IT Support Specialist

Progress Rail seeks an onsite IT Support Specialist to deliver end-user technical assistance and maintain efficient operations at the Albertville, Alabama facility. This role focuses on helping staff resolve hardware and software issues through phone support and remote diagnostics.

Responsibilities

• Resolve common user problems in real time, covering software functionality, network troubleshooting and installation, PC and network configuration, operating systems, and browser-related issues; install hardware or software as needed.
• Route global incidents through validation, processing, triage, routing decisions, and assignment.
• Prioritize production-critical issues and escalate to the appropriate technical staff.
• Perform domain maintenance tasks as required.
• Assist with Web filtering, Internet access, and firewall-related issues.
• Maintain entry-level application support and maintenance.
• Configure network and server hardware.
• Support Sarbanes-Oxley reporting requirements.
• Provide additional phone support and coverage as needed.
• Set up and configure devices for new procurements.
• Prepare statistical and data reports, including usage trends and analysis.
• Troubleshoot and accurately log caller requests and issues.
• Deliver remote and on-site support to all staff.
• Actively participate in problem resolution, follow-up, testing, workarounds, and equipment recommendations.
• Facilitate warranty claims and exchanges when applicable.
• Maintain precise records of customer support issues in the tracking system.
• Travel minimally to domestic facilities as required.
• Perform other duties as assigned.

Requirements

• Foundational networking experience with TCP/IP and Windows networking.
• Basic system administration experience, with a preference for Windows environments.
• Familiarity with Microsoft products, Linux, IBM, LN and SAP.

Technologies

• Microsoft Windows operating systems (current enterprise supported versions)
• Citrix
• Active Directory
• SCCM
• Microsoft Windows Server environments
• Microsoft Office 365 / 2016
• Cisco software and hardware
• Dell hardware

Benefits

• Competitive salary
• 401(k) plan with up to 6% company match, immediate vesting with no waiting period
• Medical, dental, vision, life, and disability insurance
• Supplemental Accident, Critical Care, and Hospital Insurance options along with 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

Job Purpose

The IT Support Specialist role centers on delivering support to enhance operational efficiency. This position assists customers with technical questions or issues related to computer hardware or software, handling end-user calls or interactions through the support management system and guiding others through diagnosis and resolution over the phone or remotely.

Details

• Req ID: 11997BR
• Location: Albertville, AL (onsite)
• Facility: PRSC Corp HQ

Equal Opportunity

Progress Rail is an Equal Opportunity Employer, including Veterans and Individuals with Disabilities.