Job Purpose

Assist all users with resolving hardware and software issues related to desktop, printer and network operations.  Specify and requisition hardware and software as required to support user functions.  

Job Duties and Responsibilities Responds to and diagnoses service issues through discussions with users and is responsible for leveraging resources across all levels of the organization Provide technical support to the user devices (Laptops, PC’s, printers). Provide technical support to the shop floor devices (PC’s, handhelds, printers, etc.) Support to critical meetings. Provide analytical and administrative support to other functional areas (Finance, Operations, and Quality). Responsible for the good deployment of Dana IT standards on hardware, software and processes. Responds to and diagnoses service issues through discussions with users and is responsible for leveraging resources across all levels of the organization Follows procedures in documenting customer issues, troubleshooting steps and resolution in the call tracking tool Diagnoses customer issues and assigns appropriate support, if outside scope of support Resolves issues and/or ensures resolution of issues Promotes customer relations in tune with company plans and policies Installs and maintains hardware and software used for plant operations Works with next level of support for the resolution of issues Conveys customers’ perspective to project teams responsible for newly implemented products and existing product enhancements. Organizing and tracking IT hardware inventory for the assigned plant. Documenting and updating common plant IT issues and associated resolutions. Tracking and maintaining appropriate level of supplies for IT hardware (spare devices, commonly used adapters, toner for printers, etc).

Qualifications Desired:

Associates or Bachelor’s Degree preferred: in a business/technical discipline, related vocational training, or related certification program or equivalent experience of 5-7 years related professional experience 3+ years’ experience in a business environment with 2 years in a systems analyst, IT Analyst or similar role. Experience working on Windows 7, Windows 10, Windows 20016 Server based devices Experience working with MS-Office tools Knowledge on handheld devices (RF Scanners etc) Experience supporting Barcode/metal tag scanners and printers Responsible for facilitating clear understanding of all business processes, goals, and drivers to effectively define system, process, and training solutions. Direct desktop hardware & software support. Be available after hours and on weekends in the event of hardware, software and/or data communications related issues that impact Shop Floor Production and/or Shipping