IT Support Services Specialist II
Requisition ID:
17510
Reflected in our name, AM/NS Calvert is a joint venture between ArcelorMittal and Nippon Steel Corporation, two of the world s leading steelmakers. We use the most innovative technology to create the steels tomorrow s world will be made of. As part of ArcelorMittal, every day over 190,000 of our talented people, located in over 60 countries, push the boundaries of digitalization and use advanced technology to create a world that is stronger, faster and smarter. Our strength comes from having a rich tapestry of high-performance, multi-cultural teams, each of them working together effectively to achieve the same organizational goals. AM/NS Calvert promotes an innovative, diverse team experience, while supporting our team members in advancing their careers
Located in Calvert, 35 miles north of Mobile, Alabama, our state-of-the-art steel processing facility has the capacity to process 5.3 million tons of high-value steel grades in the North America market. We are constantly striving to work safer and smarter, and to make our products stronger, lighter and more sustainable so we can meet the ever-changing needs of our customers, our communities and the wider world.
OVERALL RESPONSIBILITY:
Perform all expected job functions related to the IT Support Services role, including customer service and technical troubleshooting to assist in effective resolution of incidents and requests within designated Service-level Agreement (SLA). As a Specialist II, the requirements will be to assist in all daily business support functions as well as incident and request management and exhibit excellent teamwork, communication, and adaptability.
EDUCATION &
Experience:
- Bachelor s degree in related field or equivalent experience described below
- 2
years experience minimum required in the following:- Providing technical customer service to non-technical customers or users
- Experience with enterprise incident management systems (i.e. ServiceNow, SolarWinds Service Desk, Zendesk)
- Providing PC hardware & software support, as well as support for printers and PC peripherals
- Active directory account and group management
- Office 365 user management
- Preferred experience with:
- ServiceNow Incident management
- Cisco Unified Communications Manager
- Microsoft SCCM imaging and software deployment
- SAP enterprise environment
- VMware View user administration
- Preferred qualifications / certifications:
- ITIL V3 Foundation or higher
- CompTIA A+, Network+, Security+
ACCOUNTABILITIES:
- Respond to requests for technical assistance in person, via phone, chat or email in an approachable and friendly manner
- Diagnose and resolve all technical hardware and software issues for end-users
- Research questions using available information resources, such as a knowledge base or other team members
- Advise users on appropriate actions and work with a team to resolve incidents or fulfill requests in a timely manner
- Follow all standard help desk procedures to ensure SLAs are met
- Log all help desk interactions to ensure metric reporting accuracy
- Administer back end and user facing help desk software (AD, Bomgar, VMware, O365 etc.)
- Assist in hardware imaging, deployment, and inventory reporting to include PCs, peripherals, cellular devices, and any other required hardware
- Follow up with customers and users to ensure timely and complete resolution of all incidents
- Redirect problems to correct resources by following correct escalation procedures
- Identify and escalate situations requiring urgent attention affecting mill production or shipping
- Track and route problems and requests and document resolutions to assist Knowledge Base efforts
- Inform management of recurring problems that require cross team involvement
- Stay current with system information, changes and updates to ensure competency for user assistance
- Assist in updating training documents and Standard Operations Procedures for new and revised software and hardware
SKILLS:
- Able to operate independently and utilize strong critical thinking to solve complex problems
- Display high level of adaptability
- Providing excellent customer service in a friendly and compassionate manner
- Demonstrates strong decision-making, analytical, and problem-solving skills
- Able to competently handle a fast-paced, challenging, results-oriented environment, with strong organizational, multi-tasking, and prioritization skills
- Ability to deal sensitively with confidential information or materials
- Demonstrates strong interpersonal communications skills, written and verbal
- Demonstrates strong work ethic and displays a high degree of professionalism
TOOLS & EQUIPMENT:
- Laptop, Desk Phone, Cell Phone and PC peripherals
WORKING CONDITIONS:
- Interest and ability to work at our site location in Calvert, Alabama
- Office Environment; possibility of visits to mill environment
- Possible work-from-home days
HOURS OF WORK:
- Days 8:
00am-5:
00pm, Monday through Friday
Benefits:
- Quarterly bonuses
- Paid vacation starting at 13 days per year; 10 paid holidays
- Paid parental leave
- State-of-the-art training and communications programs
- On-site 24/7 convenience stores
- 401k employer match 6%
- Robust Safety Culture Program
- Uniforms provided to applicable jobs
- Comprehensive relocation package
- Health insurance; prescription drug insurance; dental insurance; vision insurance
- Option of high deductible health plan with HSA or traditional PPO plan
- Life insurance; short- and long-term disability plans; AD&D insurance
- Flexible spending accounts (FSA)
- Diversity and Inclusion initiatives
- Health and wellness programs with on-site gym
- Community Outreach opportunities
- Positive work-life balance
- Work from home opportunities
- Employee assistance program
- Tuition reimbursement
- Employee discounts
Please note:
The Job Profile is only a summary of the typical functions of the job, not an exhaustive or comprehensive list of all possible job responsibilities, tasks, and duties.
If you need an accommodation to complete any part of the application process due to a disability or medical condition, you may call 251-289-3000 or email AMNS.ApplicantTracking@arcelormittal.com to communicate your accommodation request. Do not email your application materials to this email address. Application materials sent to this email address will not be considered.
AMNS Calvert is an EEO Employer:
Race, Color, National Origin, Religion, Sex, Sexual Orientation, Gender Identity, Disability, Age, Vet, and Other Protected Group Status.
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