IT User Experience Professional

IT User Experience Professional – Wendell, NC

Manage onsite IT support for the Siemens team in both office and factory settings at the Wendell, NC location.

Responsibilities include:

• Provide onsite IT support to the Siemens team in both office and factory settings at the Wendell, NC location
• Manage a queue by utilizing a ticketing system to track and prioritize user support needs. Balance ‘walk-up’ requests with existing workload with the goal of maintaining customer satisfaction.
• Troubleshoot and resolve issues related to IT equipment located in the Wendell office and factory (i.e. AV equipment in a conference room, network equipment, etc.)
• Provide consultation and support to end users on various IT topics such as (PCs, cell phones, docking stations, general IT infrastructure, etc.) – emphasizing the use of self-service IT tools to make employees more independent and self-sufficient in their daily activities.
• Provide initial consultation on IT operational issues/opportunities, engage with the appropriate service providers, and ensure follow-up through closure of the issue.
• During peak periods of onboarding or when admins are experiencing challenges imaging laptops, provide hands on support.
• Investigate trends of incoming requests to provide proactive assistance to end users.
• Coordinate the rollout of new services or applications and provide training to end users on any major changes to help people be effective and efficient in their work.
• Collaborate with other locations on large projects and global rollouts, as well as ensuring remote employees are considered and supported.
• Engage with service providers as needed, potentially outside of business hours.
• Build relationships with end users and provide a positive working experience with IT team and IT tools.
• Amplify mass communications to end users on new tools and technologies that have been released from various internal IT service providers.

• High school diploma or GED equivalent
• 2+ years of experience in IT end user support with an IT ticketing system
• Proficient in English both written and verbal
• Legally authorized to work in the United States on a continual and permanent basis without company sponsorship.

• Bachelor’s Degree in IT related field
• 2+ years of experience in a manufacturing and office environment
• Advanced knowledge of IT services and operations
• Experience with Service Now ticketing systems
• Exposure working with executive (C-Suite, Director, etc.) level support
• Capable of working under high pressure in a demanding environment

We value your unique identity and perspective. We are fully committed to providing equitable opportunities and building a workplace that reflects the diversity of society.

Salary: $61,547 - $105,509