Position Responsibilities:

• Establish and maintain business relationships with local management at field locations to understand and address their needs
• Act as escalation point for resolution of support and managerial incidents, demonstrate consistent ability to own issue resolution from start to finish, escalating where appropriate
• Assist in solving issues with business applications through personal knowledge and by working with other team leaders
• Coordinate within Field IT team to ensure projects are successful and within budget
• Assign project tasks and responsibilities within the team environment where applicable
• 24/7 support for business impacting P1 and P2 Incidents
• Travel up to 40%
• Other projects or duties as assigned

Required Education and Experience:

• Bachelor’s Degree in engineering, Computer Science, Management Information Systems/Science with 3 plus years of related experience and 0 to 1 plus years of leadership experience or High School Diploma/General Education Degree with 6 plus years of specific experience and 2 to 3 plus years of leadership experience
• Ability to provide remote support to end users over telephone or screen sharing
• Proficient in Microsoft Office
• Proficient with End User Devices – PC, Laptop, Tablets, Windows, Android, IOS

Preferred Education and Experience:

• Bachelor’s Degree
• LAN/WAN Cisco experience
• Service Now, Service Desk Plus, or other ITIL system knowledge
• Experience in distribution or manufacturing
• Lift certified
• Experience installing/troubleshooting Access points, routers, switches, and other IT Equipment supporting distribution/manufacturing facilities