Description
Trinity Industries, Inc., headquartered in Dallas, Texas, is a holding company that owns a variety of market-leading businesses which provide products and services to the industrial, energy, transportation and construction sectors. Trinity reports its financial results in five principal business segments: the Rail Group, the Railcar Leasing and Management Services Group, the Inland Barge Group, the Construction Products Group and the Energy Equipment Group. We offer our employees a comprehensive, competitive wage and benefits package. Learn more about Trinity Industries by visiting our website at www.trin.net.
POSITION: it Support Operations III
Provide administrative and/or technical support for IT products, processes and programs. Responsible for setup/configuration/installation of hardware and software, or providing second level technical support for end-users. Within Operations, this position will be responsible for the ongoing support, administration and maintenance of hardware and/or software systems.
Job Description
Participate in maintaining an enterprise Knowledge portal. Responsible for identifying and documenting team requirements, assessment, design, testing and implementation of knowledgebase data for supported PC hardware platforms, operating systems and applications. Will also be responsible for supporting customer escalations related to hardware and software issues or requests.
Directly involved in hardware-independent image creation, certification and automation, along with process documentation.
Focal in designing and implementing an enterprise standard hardware image. Will be responsible for identifying and documenting customer requirements, assessment, design, testing and implementation of standard PC image for all supported PC hardware platforms. Responsible for supporting image change activities related to hardware and software evolution.
Responsible for the overall client hardware and software certification process. Work with customer to gather requirements and coordinate testing for all new PC hardware, peripheral, applications or updates. Responsible for maintaining and continuously improving on existing installation and problem resolution documentation as it relates to hardware and software configurations.
Responsible for software packaging and distribution processes, and scripting to automate repetitive tasks. The position requires excellent communication skills (verbal and written), the ability to work flexible hours, rhythmic follow-up, and detailed orientation.
Responsible for day-to-day operational tasks and management of incidents within the enterprise incident management system, including C-Level Executive Support. The position requires excellent communication skills (verbal and written), the ability to work flexible hours, rhythmic follow-up, and detailed orientation.
Become an integrated team member, responsible to brief and update the team regarding processes and or any potential impact with regards to processes or environment changes.
Minimize system/hardware downtime and ensure customer satisfaction. Provide customer familiarization, if necessary, and use diagnostic procedures and test equipment for problem solving.
Responsibilities
Provide Level 3 support for a medium sized Enterprise Windows PC based environment. Focus on delivery of customer services to all staff. Own issues and requests throughout their lifecycle
Take ownership of and directly manage all incidents assigned to the Deskside incident management queue, including distribution to Deskside techs and/or other support groups as required
Handle day-to-day OGS Deskside tech issues and customer escalations
Develop and maintain knowledge base and FAQ for Helpdesk and customers
Research new technologies and present recommendations and justification on major hardware and software purchases.
Troubleshooting of incident tickets, involving complex issues, escalated through the team’s ticket queue.
Answer technical questions posed by our 1st and 2nd level support technicians.
Provide ongoing training to our 1st and 2nd level support technicians.
Document incident solutions in the Enterprise Knowledge Center portal.
Perform ongoing review of incidents where inaccuracies exist (wrong customer, categories, group assignment, lack of t/s, incorrect info in the description, etc)
Review existing processes and procedures for accuracy and compliance with current work requirements
Develop new processes and procedures as needed
Participate in on-call rotation after normal business hours during the week and on weekends
All other tasks as assigned
Requirements
WMI
VBScript
Microsoft Windows XP
Microsoft Office Suite
Batch, Advanced ability to automate repetitive tasks
Symantec Ghost Suite
Enterprise image development and maintenance
Dell desktop and laptop hardware
Hardware and Software Certification best practices
Technical Process documentation
Software packaging
Required Experience:
7 years experience supporting a Microsoft Windows based computing environment
4-5 years experience in managing several simultaneous activities with a demonstrated sense of ownership to drive activities to completion on schedule, and be successful in a collaborative environment.
Knowledge of PC hardware and imaging technologies
Detailed knowledge of Windows XP OS. This includes knowledge of native performance and command line tools
Knowledge of WMI and VBS/Batch File Scripting
Detailed knowledge of Windows Active Directory, including knowledge of Windows Groups, DNS, GPO, and OU
Knowledge of LAN/WAN topologies and technologies
Excellent troubleshooting, analytical, and customer service skills
Excellent oral and written business and technical communication skills
Self-starter with the ability to work independently and as part of an overall team
Ability to follow instructions with high degree of accuracy, take an assignment from inception to completion with minimal supervision or by following broad guidelines
High client service ethic and a proven record in delivering exemplary client satisfaction to external and internal client constituencies
Ability to exchange information and to present ideas, report facts and other information clearly and concisely
Strong technical aptitude and understanding, including ability to quickly learn new technologies
Ability to apply effective independent judgment and big picture understanding to decision making
Strong organizational skills; ability to prioritize work, and work within competing deadlines, under sometimes stressful conditions
Advanced skill to assess issues and needs and to provide responsive solutions
EEO/AA
Trinity Industries, Inc. is an Equal Opportunity/Affirmative Action Employer. It is our policy to consider applicants for employment without regard to race, religion, color, sex, age, national origin, disability, or veteran status. However, Trinity is required by law to maintain certain information about applicants that is not used in the hiring processes. If you supply us with this EEO information, it will be strictly in accordance with the law. If you choose not to supply the information to Trinity it will have no affect whatsoever on the employment process.
In order to be considered for this position, qualified candidates are required to APPLY NOW (hot button on the left side of the screen).
