IT Support Associate - Level III

IT Support Associate - Level III – Cummins Inc., Rocky Mount, NC

We are looking for an IT Support Associate – Level III to join our Systems/Information Technology team at Cummins Inc. facility in Rocky Mount, NC.

• Ensure System Reliability – Provide operational support and monitor IT resources to maintain high availability and accuracy for end users, minimizing downtime and disruptions.
• Drive Efficiency – Troubleshoot and resolve hardware & software issues quickly to streamline workflows and reduce delays across the organization.
• Empower Others Through Coaching – Mentor and train less experienced IT Support Associates, building team capability and fostering continuous learning.
• Enhance Collaboration – Work closely with peers and other departments to ensure smooth communication and alignment on IT priorities, improving overall service delivery.
• Improve Processes – Create and maintain clear documentation and standards to establish consistency, reduce errors, and support scalability for future growth.
• Strengthen Problem‑Solving Culture – Encourage root cause analysis for recurring issues, leading to long‑term solutions and reduced repetitive incidents.
• Deliver Exceptional End‑User Support – Use the Incident Management system effectively to ensure timely resolution of requests and transparent tracking of actions, boosting user satisfaction.
• Adapt and Contribute Beyond Core Duties – Assist with additional IT responsibilities to demonstrate flexibility and commitment, becoming a trusted resource for critical initiatives.

• Approach new challenges and urgent issues with energy and enthusiasm.
• Be proactive in identifying opportunities to improve IT support processes.

• Understand and anticipate the needs of end users, IT leadership, and cross‑functional teams.
• Prioritize tasks effectively when multiple stakeholders have competing demands.

• Build partnerships with peers and other departments to resolve issues quickly.
• Share knowledge openly and support team goals.

• Tailor your communication style for different audiences (technical vs. non‑technical).
• Use clear, concise updates in Incident Management logs and when training associates.

• Make timely, well‑informed decisions to keep systems operational.
• Use data and documented processes to guide troubleshooting and problem resolution.

• Own your commitments and follow through on assigned incidents and projects.
• Hold others accountable when coaching or mentoring less experienced associates.

• Analyze large amounts of information to diagnose issues accurately.
• Apply structured problem‑solving techniques to identify root causes and prevent recurrence.

• Continuously improve IT support workflows and documentation.
• Leverage Incident Management data to identify trends and optimize resolution times.

• Adjust your approach based on urgency, stakeholder needs, and evolving priorities.
• Stay calm and flexible during high‑pressure incidents.

• Master Incident Management tools for logging, tracking, and reporting.
• Apply systematic troubleshooting and root cause analysis using industry‑standard methodologies.

• Value different perspectives when collaborating and problem‑solving.
• Foster an environment where all team members feel respected and heard.

High school diploma, certificate of completion of secondary education, or equivalent experience required. Associate Degree, relevant industry training, certification or equivalent experience preferred. This position may require licensing for compliance with export controls or sanctions regulations.

Requires significant relevant work experience or specialized skills obtained through education, training or on‑the‑job experience.

• Helps maintain and support the Manufacturing Execution Systems (MES) throughout the plant.
• Works with cross‑functional groups to triage issues and drive resolutions.
• Demonstrates sound knowledge of commonly used…