IT Help Desk Support Specialist (GFS)

  • Celanese
  • Florence, KY, USA
  • Nov 09, 2020
[Information Technology]

Job Description

OverviewCelanese is a Fortune 500 global chemical innovation company that engineers and manufactures chemicals used in products essential to everyday living. Headquartered in Dallas, TX, we employ over 7,700 dedicated people working between 43 facilities across 18 countries. We are committed to employee growth and creating shareholder value to ensure continued opportunities make a difference. Our company focuses on the safety of its employees, provides competitive compensation (including benefits starting day 1), and emphasizes giving back to the community. For more information about Celanese and our products please visit www.celanese.comResponsibilities* Resolves Level 1/Level 2 incidents and fulfills service requests (phone, e-mail, walk-up, web service portal) for all end users in accordance with service level targets while demonstrating the highest level of customer service. Provisions and maintains all end-user computing equipment, such as desktop/laptop hardware, software, and peripherals in accordance with IT operations policy and procedures. Escalates incidents to the appropriate IT operations resources in accordance with established procedure. Monitors open tickets for accuracy, urgency, and problem resolution within prescribed Service Level Agreements. Creates and maintains document repository of fixes, installation procedures, technical tips, and other office technology processes Identifies, researches, and assists with implementation of new technologies in accordance with IT operations policy and procedures. Tracks and manages IT assets (logical and physical) in accordance with IT operations policy and procedures.QualificationsRequired Knowledge/Skills/Abilities:* 2 years in a technology support role* A+ Certification or equivalent* Excellent English (written and oral) with experience interacting with all levels of management and staff.* Strong knowledge of Microsoft based operating systems with emphasis on Windows 10, Office365, OneDrive, Teams, and Internet Browsers.* Must possess a professional demeanor, excellent interpersonal and communication skills, and an aptitude for excellent customer service* Proven track record of collaborative working across business functions.* Proven track record of collaborative working with global teams.* Successful delivery against commitments and deadlines.* Promotes and supports standardization and continuous improvement.* Ability to work independently and make decisions where necessary.Desirable Knowledge/Skills/Abilities:* Familiarity with ITIL and HDI Incident Management Best Practices.* Familiarity with Wintel (Windows server technology), networks (Cisco preferred), anti-virus, general security.* Familiarity with Network Standards, Protocols, and Security Policies,* Familiarity with IT ticketing systems* Familiarity with hardware and software-based encryption solutions such as Wave, DDPE, BitLocker, etc.* 2 years in a customer facing or customer service role
Associated topics: assist, client, deskside, front desk, help, information technology support, service, support specialist, technician, technology