Jun 15, 2019

End User IT Support Coordinator

  • Worthington Industries
  • Delta, OH 43515, USA
Full-Time Engineering Human Resources Inventory Logistics Manufacturing Program Management Transportation Warehouse

Job Description


We are looking for an accountable IT End User Support Specialist at our Worthington Steel plant in Delta, OH. This role will provide support, will troubleshoot and resolve end user issues, complete service requests, and complete project work. The candidate must be able to work collaboratively in the spirit of Our Philosophy.

  • High quality completion of incidents, service requests, and other work efforts meeting or exceeding department standards for completion time and quality
  • High end user satisfaction rate for work completed
  • Completes all work in a secure and safe manner meeting or exceeding department standards for security and safety
  • Continually develops skills to meet the needs of our company
  • Uses voice of customer (VOC) best practices and empathy when working with end users
  • Works in a professional, friendly, and timely manner over all appropriate communication channels (phone, in person/onsite, Email, IM, WebEx, etc.) when performing work
  • Accurately captures all information from end users to assess what is needed (i.e. work required/by when, issues/symptoms, etc.)
  • Troubleshoots and performs proper root cause analysis for all issues. Provides accurate diagnosis and resolution for all issues. Accurately identifies and implements work for service requests.
  • Completes all required system documentation (ticketing system, knowledge base, project documents, etc.) in a timely manner
  • Provides accurate estimates of work (tasks, hours, etc.) and reports status of work in a timely manner. Properly builds and manages work plan to accommodate planned and unplanned work. Works with others (end users, team, etc.) to schedule and coordinate time to perform work.
  • Performs testing of solutions/systems before they are deployed into production
  • Ability to learn and provide Tier 1 and Tier 2 level of support for ERP, CAD, other and business systems (before escalating to Tier 3/SMEs)
  • Requires after hours support if needed (on-call, projects, issues resolution)
  • Ability to travel as needed to remote sites (about 25%) if needed

Desired Experience
Minimum Requirements:
Bachelor's Degree with a discipline in Computer Science, Information Technology, or related field OR equivalent experience.
A minimum of 5+ years in end user support experience in a structured work environment is preferred.
Certifications are preferred, like A+, CompTIA, ITIL, Microsoft certifications

Essential Skills:
PCs (Windows based) and mobile devices (Windows, Apple, Android)
Windows operating systems (7, 10, etc.) and BIOS/UEFI
Upgrading Windows PCs (to Windows 10) and installing required applications, imaging, configuring, and deploying Windows PCs
Troubleshooting, diagnosing, and resolving end user issues
Basic computing security like malware, access control, Email filtering, firewall, encryption, data loss prevention, etc.
Basic networking (wiring, wireless, ports, switches, routers, access points, etc.)

High School Diploma or equivalent

Company Information
Worthington Industries operates under a long-standing corporate philosophy rooted in the Golden Rule, with earning money for its shareholders as the first corporate goal. As a market leader in metals manufacturing for nearly 60 years, we put people first, whether they're our employees, shareholders, customers or suppliers. We're looking for individuals who share our people-first philosophy and can help us continually innovate and grow through their insights, leadership and unique talents.
Worthington Industries (NYSE: WOR) is a global metals manufacturer serving growing end markets including automotive, construction, energy, agriculture, alternative fuel and many other markets. Our family of 10,000 employees in over 80 facilities throughout 10 countries has helped us earn the respect of our customers, our communities and our industry. With sales of approximately $ 3 billion annually, our company has been recognized by FORTUNE magazine as a "Most Admired Company" and four times as a "100 Best Companies to Work For."
Worthington Industries Inc., and its subsidiaries, is an equal employment opportunity employer. Qualified applicants are considered regardless of race, color, religion, age, national origin, sex, disability or veteran's status.

Alternate Locations:

Nearest Major Market: Toledo
Job Segment: CAD, Drafting, Network, Computer Science, ERP, Technology, Engineering


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