Duties and Responsibilities

Handle escalated tickets from Tier 1.

Performs customer support, training, and troubleshooting activities for various IT services.

Interacts with customers, troubleshoots, and resolves problems related to hardware, software and/or process to the customers' satisfaction via phone, chat, email or in-person.

Escalates issues that require more detailed analysis to more experienced personnel.

Receives and records customer inquiries regarding IT-related problems and/or services. Notifies customers when problems have been resolved and logs closure entries.

Assists in evaluating and making recommendations regarding hardware, software, processes, and services that will improve overall IT support for customers.

Performs Asset Management activities that identify and labelling new IT assets, request to purchase new IT assets, and documentation associated with IT Asset Management tools or systems.

May perform periodic audits with both internal and external auditors.

Completes customer support tasks and assignments given by more senior personnel. Coordinates assistance from others for highly complex technical support areas.

Assists in training activities required for various capabilities in support of business and customer needs.

You Must Have

High School diploma

2 or more years of related information technology experience

Ability to travel up to 5% of the time

United States Citizenship

Ability to work on-site as directed by management and as determined by the needs of the business

Regular and reliable attendance is an essential function of this job

Ability to obtain and maintain a U.S. Department of Energy (DOE) security clearance (some positions require additional DOE designations)

We Value

Associates degree in computer-related field or equivalent IT work experience.

Demonstrated experience using ServiceNows ticketing system in a medium to large size company.

General knowledge of desktop computer systems.

Intermediate skills for identifying and resolving technical problems.

Skill in using operating system software, companion software and utilities.

Effective communication skills, interpersonal and customer-service skills.

Some positions within this classification may require unique computer skills.

Honeywell FM&T

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