The CPP IT Technical Support Specialist's role is to ensure proper computer operations so that end users can accomplish organizational tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests. Problem resolution may involve the use of diagnostics and help request tracking tools, as well as require that the individual give hands-on help at the desktop level using remote support tools when appropriate.
* Evaluate documented resolutions and analyze trends for ways to prevent future problems.
* Daily, weekly and monthly priority lists that are actively updated and adjusted as business needs dictate.
Field incoming help requests from end users via both telephone and work orders in a courteous manner.
Build rapport and elicit problem details from help desk customers.
Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
Record, track, and document the help desk request problem-solving process, including all successful and document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
Successful decisions made, and actions taken, through to the final resolution.
Apply diagnostic utilities to aid in troubleshooting.
Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
Identify and learn appropriate software and hardware used and supported by the organization.
Perform hands-on fixes at the desktop level, including installing and upgrading software, and configuring systems and applications.
Insure that daily backups are functional
Insure that DR plan is in place for Production Computer based systems
Test fixes to ensure problem has been adequately resolved.
Perform post-resolution follow-ups to help requests.
Develop help sheets and knowledge base articles for end users.
Perform related duties consistent with the scope and intent of the position.
About Consolidated Precision Products:
Consolidated Precision Products is a collection of foundries that has over 20 locations around the globe, including the USA, Poland, Belgium, Slovakia and Mexico. Our customers are based in the Aerospace and land based turbine industries.
Sponsorship is not available for this role. Candidates must be legally authorized to work in the US on a permanent and consistent basis without company sponsorship now and in the future.
This position requires use of information or access to hardware which is subject to the International Traffic in Arms Regulations (ITAR). All applicants must be U.S. persons within the meaning of ITAR. ITAR defines a U.S. person as a U.S. Citizen, U.S. Permanent Resident (i.e. 'Green Card Holder'), Political Asylee, or Refugee.
It is the policy of CPP Corporation to cooperate to the fullest extent with the applicable regulations of the Civil Rights Act and any legislation on Equal Employment Opportunity. CPP Corporation is an Equal Opportunity Employer that recruits, hires, trains, and promotes employees in all job classifications without regard to race, color, religion, age, sex, sexual orientation, gender identity, marital status, national origin, disability, veteran's status, or other legally protected status.
This is a non-management position
This is a full time position
Consolidated Precision Products is an Equal Employment Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, national origin, pregnancy, age, disability, veteran status, genetic information, or any other characteristic protected under applicable law. It is the policy of the company to comply with all aspects of the Americans with Disabilities Act. Upon request, the company will provide reasonable accommodations to individuals with disabilities who need an accommodation to fully participate in the application process.