IT Support Specialist

Job Purpose

IT Support Specialist role is to provide support in order to drive operational efficiency. ITSS is responsible for assisting customers with technical issues or questions related to computer hardware or software. This includes taking phone calls from end users or communicating with them through support management software, helping others diagnose and resolve technical issues over the phone.

12214

IT Support Specialist role is to provide support in order to drive operational efficiency. ITSS is responsible for assisting customers with technical issues or questions related to computer hardware or software. This includes taking phone calls from end users or communicating with them through support management software, helping others diagnose and resolve technical issues over the phone.

12214

Albertville

Alabama

Progress Rail stands at the intersection of legacy and innovation—driving the future of rail with a pioneering spirit. Since its founding in 1983, the company has grown to become one of the world’s largest and most trusted providers of railroad products, services, and technologies. Today, Progress Rail delivers a comprehensive portfolio of cost-effective solutions to railway customers around the globe. From the rails themselves to the EMD® locomotives that ride them, the company’s products are in operation across more than 100 countries—powering progress and connecting communities.

In 2006, Progress Rail joined Caterpillar Inc., further strengthening its ability to lead the rail industry with cutting‑edge technology, unmatched expertise, and a commitment to excellence. At Progress Rail, the team is not just building the future of rail—they are making history every day.

• Ability to solve common user problems in real time including software functionality, network trouble shooting and installation, personal computer and network configuration, operating systems and browser related issues; installing hardware or software as needed;
• Global incident routing including validation, processing, triage, routing decision points and assignment;
• Prioritize production‑critical issues and elevate issue(s) to the appropriate technical staff;
• Complete domain maintenance;
• Assist with Webfilter, Internet and Firewall issues;
• Entry level application maintenance;
• Network and server hardware configuration;
• Sarbanes‑Oxley reporting;
• Provide extra phone support and coverage, as needed;
• Setup and configuration for new device procurement;
• Prepare statistical and data reports, including usage trends and analysis;
• Troubleshoot and accurately record caller's requests/issues;
• Provide remote and on‑site support to all staff;
• Active involvement in problem resolution, follow‑up, testing, workarounds and equipment suggestions;
• Facilitate warranty claims and exchanges;
• Accurately record customer support issues in tracking system;
• Minimal travel to domestic facilities;
• Other duties as assigned.

• High School diploma or equivalent is required;
• Associate's degree in IT related field; preferred;
• Bachelor's degree in an IT related field; preferred;
• Microsoft certifications; preferred.

Required:

• Basic networking experience with TCP/IP and Windows network;
• Basic system administration experience, Windows preferred;
• Familiar with Microsoft products, Linux, IBM, LN and SAP.

Preferred:

• 2 plus years IT/Computer experience;
• Working knowledge of ITIL principles, including incident, problem, and change management processes;
• Basic Microsoft Office experience, including Word and Excel;
• Prior technical support/call center experience;
• Comp Tia A+ Certified;
• Comp Tia Network Certified.

• Microsoft Windows operating systems (current enterprise - supported versions);
• Citrix;
• Active Directory;
• SCCM;
• Microsoft Windows Server environments;
• Microsoft Office 365 / 2016;
• Cisco Software / Hardware;
• Dell Hardware;
• Strength – Position typically involves work in a standard office environment. Occasional standing and walking. Heavy lifting is rare but may be required;
• Motion – Position regularly requires standard repetitive motions and hand/eye…