Primarily responsible for providing computer support for all office automation products at Coperion. Also responsible for the implementation and training of users on new and existing software programs. Troubleshoot and fix a variety of hardware, software and networking problems and supervise any subordinates as assigned. Prioritize daily tasks and manage a variety of long term and short term projects assigned by the Manager of IT.
a. Develop procedures for providing support/help to corporate computer users.
b. Establish and Maintain a User Support database for tracking of user hardware and software problems and requests.
c. Prioritize and manage workload assignments.
d. Provide statistical analysis of User Support efforts to Manager of Information Technology.
e. Develop and implement methods that foster computer user self-help.
f. Develop programs/procedures and train users in Windows and office automation products, such as word processing, spreadsheets, electronic mail and presentation graphics.
g. Assist in the training of users and in the implementation of new and existing software, including QAD ERP, LANDesk Help Desk, ProjectWise Document Management and GSS CRM.
h. Assist in the development and maintenance of user and IT department related procedures and documentation.
i. Continue to update herself/himself on the latest developments in office automation products, user support products and make recommendations to the Manager of IT for the acquisition and subsequent training on these products.
j. Troubleshoot and fix a variety of hardware and network related problems dealing with notebooks, desktops, printers, scanners, copiers and fax machines, telephones.
k. Perform hardware and software installations as assigned.
l. Create and maintain local intranet where company information is published and shared with other Coperion sites using HTML editing software.
m. Create and maintain user account information, passwords and access rights for all systems.
n. Contact suppliers to schedule maintenance and repair of hardware such as notebooks, desktops, printers and copiers.
What Software programs are necessary for this function?
Microsoft Windows Server 2003 - 2012, Windows 7 Professional, Microsoft Office 2010, GroupWise 2012 Email, QAD ES 2012 ERP, Internet Explorer, Citrix, Adobe Acrobat, Adobe Reader, IPass/Cisco VPN.
Education / experience necessary for this function:
BS Computer Science or equivalent job experience.
Two or more years of experience in IT support and training in data processing and , office automation. Experience with basic hardware, software and network troubleshooting tech.