IMS Support Technician

Corning - Union City, CA4.0

Full-timeEstimated: $79,000 - $110,000 a year
Corning is one of the world’s leading innovators in materials science. For more than 160 years, Corning has applied its unparalleled expertise in specialty glass, ceramics, and optical physics to develop products that have created new industries and transformed people’s lives.

Corning succeeds through sustained investment in R&D, a unique combination of material and process innovation, and close collaboration with customers to solve tough technology challenges.

The global Information Technology (IT) Function is leading efforts to align IT and Business Strategy, leverage IT investments, and optimize end to end business processes and associated information integration technologies. Through these efforts, IT helps to improve the competitive position of Corning's businesses through IT enabled processes. IT also delivers Information Technology applications, infrastructure, and project services in a cost efficient manner to Corning worldwide.

Scope of Position: Provide manufacturing systems support, IMS hardware support and technical assistance to Corning IT as requested. Provide backup support for the Site Leader as requested.

Roles & Responsibilities:
Lead technical support, providing support to manufacturing and the daily operations.
Backup IT Site Leader as needed.
Work closely with, IT service delivery, project management, and functional/business resources to deliver projects and services on time.
Participate on IMS Projects as needed.
IMS Infrastructure Support, including computers, printers, switches, servers and security.
Interface with Corning IT to resolve issues.
Advanced Issue Resolution for IMS cases.
Communicate Infrastructure needs and issues to Site Leader.
Responsible for the effective acquisition, installation, maintenance, and use of desktop technology.
May be responsible for the purchase and installation of hardware/software.
Represents bridge between technology and business needs.
Resolves problems with new and existing equipment.
May train end users on software.
Administers end user requests and projects.
Coordinates resources to solve problems.
Limited use and/or application of technical principles, theories and concepts.
Develops solutions to routine technical problems of limited scope.
Follows specific, detailed instructions.
May be assigned to small projects or to phase(s) of larger projects.
Contributes to the completion of routine technical tasks.
May or may not have frequent external customer contacts.

Performance Metrics:
Project tasks completed within time limits and financial constraints.
Cases completed with SLA requirements.
Compliance with shared service model.
Infrastructure is maintained 100% in the appropriated inventory system.

High level of understanding of networks, network administration and network installation.
Knowledge of structured data cabling techniques.
Knowledge of Computer Room management and maintenance.
Implements network security at the plant level as established by corporate information security.
Understands viruses and security effects on a network.
Oversees troubleshooting, systems backups, archiving, and disaster recovery and provides expert support when necessary.
Responds to escalated help desk issues.
Reports predefined metrics to BUIT management.
Ability to prioritize and work on multiple projects simultaneously.
Demonstrates a working knowledge of processes and tools for managing all phases of a project – initiation, planning, implementation and control, and close-out.

Communicate and Engage:
Listens actively to promote understanding.
Communicates with honesty, clarity and directness.
Encourages different views.

Focus on Customers:
Demonstrates knowledge of customer and their requirements.
Adjusts tasks in alignment with project changes.
Demonstrates a positive attitude towards change.
Education Requirements: Bachelor’s degree in an IT related field or combination of IT education and work experience.

Work Experience:
Some experience in an IT department in a manufacturing environment.
IT Infrastructure support experience.

Required Skills:
Comfortable Around Management
Can deal comfortably with managers as well as the hourly workforce.
Can present to managers without undue tension and nervousness.
Can negotiate skillfully in tough situations with both internal and external groups.
Gains trust quickly of other parties to the negotiations.
Has a good sense of timing.
Fosters a feeling of belonging in the team.
Good at figuring out the processes necessary to get things done.
Can simplify complex processes.
Is able to write clearly and succinctly in a variety of communication settings and styles.
Can get messages across that have the desired effect.
Effective leadership, organization, and planning skills, with ability to handle changing priorities
Excellent communications, interpersonal and influencing skills
Demonstrated track record of on time delivery within budget; ability to drive projects to successful conclusion using influencing tools
Ability to lead international teams across multiple initiatives that span various lines of business, geographic borders, time zones, and cultures
Must be a self-starter, able to work in team environment and motivate others
Travel: 5% to 10%, international and domestic.

This position does not support immigration sponsorship.

We prohibit discrimination on the basis of race, color, gender, age, religion, national origin, sexual orientation, gender identity or expression, disability, or veteran status or any other legally protected status.

Nearest Major Market: San Francisco
Nearest Secondary Market: Oakland