Technical Support Analyst SG 24 - Evening Shift

Location: Columbus, MS, US, 39701

Company: PACCAR

Company Information
PACCAR is a Fortune 500 company established in 1905. PACCAR Inc is recognized as a global leader in the commercial vehicle, financial, and customer service fields with internationally recognized brands such as Kenworth, Peterbilt, and DAF trucks.

Requisition Summary

If you are a bright, dynamic, and self-motivated individual, we have the perfect opportunity for you to accelerate your career at PACCAR Engine Company. We are looking for a Technical Support Analyst to help us provide superior technical support for associates at our $400 million Plant in Columbus, Mississippi.

The ideal candidate has a four-year bachelor’s degree, two-year IT-related technical degree, and is detail-oriented, ambitious, individually driven to succeed, has great organizational skills, and can provide exceptional customer service in a fast-paced manufacturing environment.

Job Functions / Responsibilities

• Perform installation of updates, patches, and replacement of faulty hardware components (operational changes).
• Perform operational tests of hardware/software components.
• Perform analysis of root cause and development of solutions and workarounds in case of incidents.
• Identify root causes to repetitive issues and provide solutions to resolve permanently.
• Carry out measures in the event of recurring incidents.
• Install, maintain, and document information technology solutions for engine machining, engine assembly operations, and office support groups following defined change management processes.
• Advise users on hardware and software (use of applications) usage.
• Responsible for the implementation of recovery measures.
• Deploy plant floor hardware, as required, including new PCs and specialty hardware.
• Investigate, resolve and/or escalate 1st Level incidents.
• Administer access rights and accounts.
• Provide 2nd and 3rd Level support for services and applications, as assigned or required.
• Consult on services or applications with respect to a support topic on assigned services and applications.
• Implement and apply IT security guidelines, requirements, and concepts concerning data protection, where required.
• Lead and/or assist in evaluating incidents and problems including escalation, as necessary.
• Attend department-specific and other IT-sponsored meetings, workshops, and training, as required.
• Manage daily work activities such as email, non-project related meetings, and non-operational (run) requests indirectly related to project management.
• Participate in meetings and activities as requested by business partners.
• Support weekend "On Call", System Patching and "Tech Time" activities, on a rotational basis, with other team members.
• Other duties as assigned.

Qualifications & Skills

Primary Competencies include: Help Desk, Platform Knowledge, ITIL, Technical Knowledge, Problem Management, Incident Management, Ticketing Systems, Monitoring Tools, and Identity & Access Management.

Required:

• Minimum two-year degree in IT technical field or 2+ years IT manufacturing experience.
• Excellent verbal and written communication skills.
• Excellent interpersonal and behavioral skills.
• Capable of moderating and presenting IT incidents and topics in a team environment.
• A minimum of two (2) years technology experience (work and school).
• Working level knowledge of Microsoft Office suite.

Desired:

• Experience with Manufacturing Execution Systems (integrated with robotics) and other factory automation technology preferred.
• Familiarity with networking and Windows server environments.
• Familiarity with building and repairing computer hardware.
• Familiarity with Microsoft SQL Server support.
• Microsoft, Comp TIA, Cisco certifications or training preferred.