CP Kelco - Charlotte, NC
posted 4 months ago
The IT Help Desk Technical Specialist role at J.M. Huber Corporation is a pivotal position within the Help Desk team, primarily supporting the Help Desk Lead in managing the HEW Helpdesk. This role is essential for ensuring that the delivery of information services meets the requirements of both general business operations and Manufacturing Operations. The specialist will focus on documenting Helpdesk and ITIL processes, which are crucial for maintaining efficient systems and improving processes. The position also involves administering various projects aimed at enhancing business processes and technology solutions, requiring a comprehensive understanding of diverse business processes and applications across multiple domains, including manufacturing, finance, sales & marketing, supply chain, human resources, and reporting & analytics systems. This combination of business acumen and technical expertise is vital for contributing to the company's transformation goals. In this role, the specialist will manage Help Desk tickets promptly and effectively, responding to customer issues through various channels such as phone, email, and in-person support. Responsibilities include maintaining and upgrading PC software and operating systems, installing and configuring desktops, laptops, printers, and mobile devices, and assisting end users with iOS compliance. The specialist will also aid in establishing and ensuring adherence to help desk processes, procedures, and standards, while maintaining compliance with company-wide lease procedures, including imaging and decommissioning systems. Documentation of processes and procedures relevant to assigned duties is also a key responsibility, along with keeping an updated inventory of IT hardware and software. The role requires building effective working relationships with HEW's functional business and manufacturing personnel and supporting and monitoring systems, processes, and applications to ensure system integrity and reliability.