End User Computing Specialist

The Role

Operative responsibility in incident, problem, and configuration management in support of production environment. To support the IT Infrastructure and Services organization in defining, documenting, supporting and validating processes necessary to maintain Chattanooga Help Desk Operations. He / She will be responsible to handle complaints from customers on their day to day requests. He / She will be responsible to work with Chattanooga plant departments to document FAQ for the department and provide this information to the Chattanooga Help Desk Operations. He / She will be working with application teams, server teams, and business units to provide coordination services under the direction of the local ITP. He / She will be responsible for watching aging tickets and assist team to ensure speedy resolution of request. This individual specializes in delivering of second level support solutions for the production connected systems. This individual is responsible for documenting the processes necessary to maintain such an environment and understanding the technology solutions that are used to support business processes. This individual works directly with other support teams and business process owners (and technology users) to identify and improve support delivery to the end users. This individual will be involved in supporting all defined facility processes and works to improve service delivery. This individual is responsible for review, logging, and maintenance of monitoring solutions designed to provide alerts in case of priority instances and reviewing preemptive warnings to avoid critical issues. This individual will identify and report on key performance indicators to assure availability of the production systems. This individual will be responsible for ticket auditing and reporting. This position owns operative responsibility for manning, maintaining, and delivering phone support, in conjunction with the production control room, for all production equipment and, where necessary coordinating with internal resources and 3rd parties suppliers on company’s behalf to reach a resolution under tight timelines.

Responsibilities

• Operative responsibility in problem management (incident management, problem management) for all items impacting plant operations.
• Create Application and Hardware (System) Lifecycle Plans
  • Work with the ITP management to ensure that a multiyear lifecycle plan is created to support from 1st to 3rd level support including milestones for all known firmware/software versions or functional upgrades and sunset and successor systems.
• Assess and Manage System Requirements and Production program fulfillment
  • Work with the ITP department to determine, the current level of performance expected and risk with current process and systems. Create with the business area requirements plans for continuous improvement of the process and systems throughout the plant.
• Identify Automated Solutions which support business process maturity or improvement

Qualifications:

Education:

• ITIL (Problem, Incident, Change Management) Knowledge.
• Bachelor in Computer Science/Info Technology Mgmt (preferred)

Experience:

• 1-3 years of professional work experience in related field
• Help Desk / ticketing support
• Good phone skills (patient, clear communicator)
• TCP/IP Services
• Microsoft Office
• Microsoft Windows
• Basic application configuration
• Works well under pressure
• Strong analytical skills.
• Strong written and verbal communication skills.
• Work under pressure
• Ability to work on multiple activities concurrently.
• Strong systemic thinking and problem solving skills.
• Experience in business process definition and validation.
• Ability to take a “client” focus when engaging with internal departments / customers.

Desired Skills:

Knowledge in equipment and technology from:

• Microsoft, Sun Technology, Citrix, ITIL Processes (Incident, Change, & Problem Management), Enterprise Monitoring Systems

Desired Certifications:

• Troubleshooting Fundamentals, ITIL Process (Incident, Change, Problem Mgmt.)

Percentage of required travel: 0%

Physical requirements:

• This job operates in an office environment. This role routinely uses standard office equipment such as computers, phones, cameras, photocopiers, and filing cabinets.
• Must be able to lift 15 pounds at times.
• While performing the duties of this job the employee is required to talk, hear, walk, sit, stand, climb stairs on occasion with prolonged periods of sitting at a desk and working on a computer.
• Must be able to effectively work and complete tasks in an open office/noisy environment.
• Must be able to sit for prolonged periods of time while traveling in a car or airplane.

MHP Americas, Inc. is an equal opportunity employer and we take pride in our diversity. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Porsche will be based on merit, qualifications and abilities. Porsche does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, pregnancy, status as a parent, national origin, age, disability, family medical history, ancestry, medical condition, genetic information, sexual orientation, gender, gender identity, gender expression, marital status, familial status, registered domestic partner status, family and medical leave status, military status, criminal conviction history, or any other characteristic protected by federal, state or local law.

If you are an applicant from the state of California, please review the California Applicant Privacy Notice here.

As a digitalization pioneer in the mobility and manufacturing industries, MHP transfers its expertise to a wide range of industries and is a premium partner for thought leaders on their way to a Better Tomorrow. MHP serves over 300 customers worldwide. Among them are leading corporations, innovative medium-sized companies, and disruptive start-ups. MHP provides both operational and strategic consulting and delivers proven IT and technology expertise as well as specific industry know-how.

As OneTeam, MHP operates internationally, with headquarters in Germany and subsidiaries in the US, UK, Romania, and China. For over 26 years, MHP has been shaping the future together with its customers. More than 4,000 MHP employees are united by the aspiration for excellence and sustainable success. This aspiration continues to drive MHP - today and in the future.

The salary range for this role is $40,000-$45,000. However, it is important to note that at MHP, compensation range is dependent on geographic location. Individual salaries within each range are determined through a wide variety of factors including but not limited to education, experience, knowledge and skillset. MHP reviews compensation regularly and may adjust base salaries to reflect market competitiveness.

In addition to salary, individuals may be eligible for a discretionary performance bonus. Our full suite of benefits includes:

• Paid Vacation
• Paid Holidays
• Paid Sick leave
• 401(k) match
• Medical, dental and vision coverage
• Tuition and certification reimbursement
• Life Insurance
• Short and Long Term Disability Coverage
• Subsidized gym membership program
• Subsidized Porsche and VW leasing programs

With MHP you have a hand in shaping tomorrow, today. Apply now on our JobLocator. Please include all documents like cover letter, resume, references and project lists (if applicable).

By the way, our recruiting team will review your application both in the context of the specified job, and also cross- departmentally. This way we can evaluate whether there is a suitable position for you anywhere at MHP.

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with MHP Americas, Inc. (i.e., H1-B visa, F-1 visa (OPT), or any other non-immigrant status).

You can reach our recruiting team at hr-services-americas@mhp.com