Help Desk Technician

Help Desk Technician
- Onsite Chattanooga

MHP is a German management and IT consultancy headquartered in Ludwigsburg.

Operative responsibility in incident, problem, and configuration management in support of our client’s Production environment.

To support the IT Infrastructure and Services organization in defining, documenting, supporting and validating processes necessary to maintain Chattanooga Help Desk Operations. The role will be the first line of service delivery handling critical and day‑to‑day requests from users from Help Desk, Tech Hub or Dispatch areas. Works with application teams, server teams and business units to coordinate services under the direction of the local ITP.

Maintains the client’s Chattanooga help desk 24x7 and works with other Help Desk and partners to ensure speedy resolution of requests. Specializes in delivering first‑level support solutions for production‑connected systems. Documents processes necessary to maintain such an environment and understands the technology solutions used to support business processes. Works directly with other support teams and business‑process owners to identify and improve support delivery to end users.

Involved in supporting all defined facility processes and works to improve service delivery. Responsible for review, logging and maintenance of monitoring solutions providing alerts in case of priority instances and reviewing pre‑emptive warnings to avoid critical issues. Identifies and reports on key performance indicators to assure availability of production systems. Handles ticket auditing and reporting. Owns operative responsibility for manning, maintaining and delivering phone support with the production control room for all production equipment and coordinating with internal resources and third‑party suppliers to reach resolution under tight timelines.

• 1st Shift: 8:00 AM – 5:00 PM, weekend coverage 7:00 AM – 7:00 PM
• 2nd Shift: 1:00 PM – 10:00 PM, weekend coverage 7:00 PM – 7:00 AM
• 3rd Shift: 10:00 PM – 7:00 AM, weekend coverage 7:00 PM – 7:00 AM

The specific schedule will be confirmed when finalized by the hiring manager.

• Operative responsibility in problem management (incident & problem management) for all items impacting plant operations.
• Create Application and Hardware (System) Lifecycle Plans.
• Work with ITP management to ensure a multiyear lifecycle plan covering 1st to 3rd level support, including milestones for all known firmware/software versions, upgrades, sunset and successor systems.
• Assess and manage system requirements and production program fulfillment.
• Work with the ITP department to determine current performance expectations and risks with current processes and systems.
• Create requirement plans for continuous improvement with business areas.
• Identify automated solutions that support business process maturity or improvement.

• Bachelor in Computer Science/Info Technology Management (preferred)

• Good phone skills (patient, clear communicator)
• TCP/IP Services
• Microsoft Office
• Microsoft Windows
• Basic application configuration
• Strong analytical skills.
• Strong written and verbal communication skills.
• Work under pressure.
• Ability to work on multiple activities concurrently.
• Strong systemic thinking and problem solving skills.
• Experience in business process definition and validation.
• Strong troubleshooting skills.
• Client focus when engaging with internal departments / customers.
• Strong technical skills.
• Works well as part of a team.

• Knowledge of equipment and technologies:
  Microsoft Windows Server, VMware, Sun Technology, Citrix, ITIL Processes (Incident, Change, & Problem Management), Enterprise Monitoring Systems.

Percentage of required travel: 0%

• Job operates in an office environment, using standard office equipment.
• Must be able to lift 15 pounds at times.
• Must be able to talk, hear, walk, sit, stand, climb stairs occasionally with prolonged periods of sitting at a desk and working on a computer.
• Must be able to work effectively in an open office/noisy environment.
• Must be able to sit for prolonged periods while traveling in a car or airplane.

Appl…