Computer Support Specialists jobs in Montana

JOB SUMMARY/PURPOSE

The Sr. IT Specialist is a member of Magris Talc IS&T and is responsible for server, desktop, and network support in a 24x7 environment and will be required to respond to phone calls, chats, e-mail, and personnel requests for tech support, coaching, and training as well as contributing to and overseeing components of projects related to the IT support and infrastructure in Magris Talc. Sr. IT Specialist are also responsible for assistance in coordination of external consultancy for ongoing project work and elevated support issues.

JOB SCOPE/DIMENSIONS

This position exists to provide IT support for Magris Talc employees and contractors in the US and Canada regions and to support office (IT) and control systems (OT) infrastructure and needs where applicable.

KEY TASKS AND RESPONSIBILITIES

Support and work according to HSE goals and objectives.
Perform all tasks with a focus on customer service and sensitivity to business process.
Perform role functions according to Magris Talc/ Magris standards, and industry best practices. Respond to telephone calls, e-mail and personnel requests for support, coaching, and training.
Thoroughly document, track and monitor problems ensuring timely resolution while adhering to change control procedures.
Setup, install, configure, test, deploy, maintain, upgrade, and troubleshoot hardware and software working with external vendors as required.
Setup, deploy and maintain workstation, laptop and mobile devices throughout the organization
Maintain existing IT systems, operations, and network infrastructures.
Maintain system security, firewalls, antivirus programs, Windows updates/patches, data backup/recovery.
Monitor, manage and troubleshoot computer equipment, servers, LAN/WAN, including all related routers, hubs, switches and peripherals with assistance from consultancy as required.
Complex problem resolution relating to connectivity and application inter-operability.
Participate in Business Continuity and Disaster Recovery planning and documentation maintenance.
Possess an understanding of telecommunications (phone systems & external circuits), Network WAN/LAN/VPN technologies and protocols. Act as primary Administrator for Company phone systems (Cisco Webex).
Contribute to IT policies, procedures, practices and documentation.
Support Senior Management contributing to specific projects, planning and implementation.
Participate and oversee projects related to Magris TALC IT
Roll out and maintain computer imaging program to ensure process efficiency and minimize user downtime
Manage remote access software used for efficient troubleshooting and support methods
Assist in implementation and maintenance of Mobile Device Management Solution
Collaborate with Business Unit staff employees to ensure all relevant requirements are met in the delivery of services to customers.
Work collaboratively with Control systems engineers to ensure they are actively supported in projects and in areas where infrastructure is shared
Travel locally and to other locations to support Magris Talc client environment and participate in project work
Participate in after hour’s emergency support for customer’s IT systems.

Recommend and assist in implementations of new technologies that enhance the ability to perform all aspects of this role.

OTHER IMPORTANT FUNCTIONS

Troubleshooting user and computer issues in a standard windows environment. This is the primary component of the role and may include referencing AI, online forums, and or vendor specific sites. Will at times also need to relate to other technical staff and multiple vendors simultaneously to solve complex issues caused by complex technology interactions.
Providing training to users in all aspects of technology on an ad-hoc basis
Troubleshoot and escalate complex networking issues both internal and external to Magris TALC sites, utilizing known procedures and networking tools as well as working with other technical staff and vendors
Participate and oversee projects related to Magris TALC technology as allocated. This also may involve the investigation of complex issues utilizing a large variety of source information to produce a solution suitable to the customers needs
Being able to differentiate between a technical problem and a user training issue, and be able to effectively and constructively communicate training issues to users without causing offence, whilst encouraging and possibly providing suitable training.
Dealing with conflicting and varied priorities with both technology and staff. Being able to not only multitask when required, but to manage the priorities and expectations of the users, and know when to escalate to leadership for assistance. A good knowledge of business practices and priorities will assist in this task also.
Proactively checking server and backup logs to detect errors and find from multiple sources the solutions to these issues without causing downtime to the business
Significant time spend working autonomously and making decisions without direct supervision, yet knowing when to escalate to management or other technical staff.
Operating at sites with remote management, often for long periods of time.
Do other tasks as assigned and required

JOB SPECIFICATIONS

Education and Experience requirements:

Education/Experience:

Bachelor’s degree in Computer Science or related field experience preferred or
Minimum 3 years’ experience supporting PCs and applications in an IT/OT environment
Cisco and Ubiquity (routers, switches, firewalls), MS SQL Server, Infor, Hyper V/VMWare and VoIP experience helpful

Licenses/Certifications:

MCSE or Cisco certifications desired
Valid driver’s license

Knowledge, skills, abilities and other characteristics:

Work in a semi-directed manner as part of a team that has specific and general roles.
Observe and respect the safety requirements of the environment or business unit.
Work in a manner that observes and respects global, national, and local business ethics
Able to work independently and/or in a team.
Multi-task and work under pressure in a fast-paced environment.
Work occasional evenings and weekend when upgrades or projects require.
Committed to a high level of integrity and teamwork.
Ability to foster a cooperative work environment.
Proficient administration of Windows based workstations, applications, printers, and other hardware in an Active Directory/Azure environment.
The ability to troubleshoot and specifically diagnose hardware, software, and networking issues.
An understanding of IS&T systems interoperation.
Clearly identify ways to advance personal skill set both technical and professional (ie through mentoring from more advanced technicians or managers, targeted training, reading, etc…).
Windows Active Directory: (including DNS, DCHP, Group Policy, Security Management).
File/Print, NAS and SAN.
VPN and Remote Desktop Services.
Symantec Antivirus or other enterprise antivirus solution.
Veeam, VCenter and HyperV
Contribute to team environment with excellent communication skills (both verbal and written), thorough documentation and follow through being succinct and non-technical when required.
Strong customer service, analytical and problem solving skills.
Ability to listen and respond objectively to the thoughts and ideas of others.
Interact with customers, peers, and management in a professional manner at all times.

SPECIFIC ASPECTS

Knowledge and understanding of key business principles and priorities to effectively manage time and project commitments based on true importance
Working on live (hot) technology which if performed incorrectly has the ability to stop production at a site or corporate office for periods greater than 24 hours, causing significant financial impact
Knowledge and understanding of key auditing and security principles. Knowledge of Cyber risk remediation and best practices.
Direct responsibility over large dollar value (>100K) items and groups of technology, including maintenance, storage and support, eg, high value servers or large volume of PC equipment during refresh.
Administrative access to highly sensitive company data.

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