Field Tech Lead

Location:

Cincinnati, OH

Education:

4-yr College degree in Computer Science, MIS, or related field experience preferred.

Norfolk Southern is seeking a high-level PC Support technician to be a part of the team responsible for the Field Team support of the Norfolk Southern Transportation Operations Center. The position requires extensive face to face interactions with end users. The successful candidate must have the ability to diagnose PC issues, laptop / workstation connectivity issues, perform software installations and user profile transfers for PC Refreshes.

Printer/copier support experience is a plus. Excellent decision-making skills are a must have. The successful candidate will be able to work independently, without supervision or as part of a larger team as required. Attention to detail and a high level of customer service are also required. Service Now CMDB inventory knowledge is a plus.

Norfolk Southern is seeking a high-level PC Support technician to be a part of the team responsible for the Field Team support of the Norfolk Southern Transportation Operations Center. The position requires extensive face to face interactions with end users. The successful candidate must have the ability to diagnose PC issues, laptop / workstation connectivity issues, perform software installations and user profile transfers for PC Refreshes.

Printer/copier support experience is a plus. Excellent decision-making skills are a must have. The successful candidate will be able to work independently, without supervision or as part of a larger team as required. Attention to detail and a high level of customer service are also required. Service Now CMDB inventory knowledge is a plus.

• Experience with Microsoft Windows 10 and 11 Enterprise
• Thorough understanding of Microsoft Office 2016 and O365.
• Intermediate understanding of Microsoft Active Directory Users and Computers
• Understanding of Microsoft networking technologies (DNS, WINS, DHCP, etc.)
• Thorough understanding of Ethernet based TCP/IP Networking Technologies
• Ability to upgrade desktop and laptop computers with RAM, hard drives, etc
• Experience with PC imaging technologies including Microsoft Deployment Toolkit (MDT)
• Excellent interpersonal skills
• Excellent verbal and written communication skills
• Basic understanding of application technologies
• Basic understanding of security controls and systems
• Ability to troubleshoot and support PC hardware/ software.
• Ability to analyze business problems and help define technical solutions.
• Ability to work independently or as a team member.
• Ability to learn and train others on the use of new and existing devices and applications.
• Ability to work Service Now Tickets from Queue
• Prioritize support of Operation center issues

• Support of Train Control Computers (UTCS)
• Support of Train Dispatcher Workstations/Laptops (General Use PC’s)
• Support of Crew Management Computers
• Support Specialized Application Computers (Wind Detectors/Track Line View/Remote Camera PC’s)
• Act as the point of contact for any Information Technology related issue or efforts in the operation center.
• Support office staff and remote users and computers.
• Install, upgrade and repair desktop/laptop computers, printers and other technology equipment.
• Addressing inquiries, the ability to patiently listen, diagnose and resolve problems effectively is critical.
• Respond to telephone calls, e-mails, and Teams messages from customers seeking technical assistance.
• Provide basic training with standard office and business applications for end users.

• SLA adherence (response & resolution)
• First-time fix rate
• Ticket closure quality
• Customer satisfaction (CSAT)
• Preventive maintenance compliance

The selected candidate must be able to work independently or as a team member in a fast paced, challenging environment. They must be able to work effectively with remote IT groups such as Application Development to assist in support of local technology in various areas of IT. The ability to patiently listen, diagnose and resolve problems effectively is critical. The selected candidate will deal directly with multiple levels of staff and management.

They will provide IT with feedback on products and services and will be leveraged by other areas within IT for information about the customer’s technical issues or concerns.

• On call:
  No
• Travel:
  Yes

Computer Science

10

15