/*generated inline style */ Opportunity ID
18981
/*generated inline style */ Company ProfileWith more than 120 operations and approximately 20,000 employees worldwide, Precision Castparts Corp. is the market leader in manufacturing large, complex structural investment castings, airfoil castings, forged components, aerostructures and highly engineered, critical fasteners for aerospace applications. In addition, we are the leading producer of airfoil castings for the industrial gas turbine market. We also manufacture extruded seamless pipe, fittings, and forgings for power generation and oil & gas applications; commercial and military airframe aerostructures; and metal alloys and other materials for the casting and forging industries. With such critical applications, we insist on quality and dependability – not just in the materials and products we make, but in the people we recruit.
PCC is relentless in its dedication to being a high-quality, low-cost and on-time producer; delivering the highest value to its customers while continually pursuing strategic, profitable growth.
In 2016, Berkshire Hathaway, led by Chairman and CEO Warren E. Buffett, acquired Precision Castparts Corp.
/*generated inline style */ Job DescriptionJob Summary:
As a Client Technology Analyst Level 3, you assume a senior role within our IT support team. Your primary responsibility is to provide expert-level technical support, resolving complex IT issues, and managing escalated support requests from Level 1 and Level 2 technicians. In this role, you will be a crucial problem solver, diagnosing intricate hardware, software, network, and system-related problems. Additionally, you will play a key role in IT projects, offering your expertise in planning, executing, and documenting projects.
Your responsibilities also include maintaining records of support activities, updating our knowledge base with documented solutions to recurring issues, and providing guidance to junior IT support staff. Security and policy compliance are paramount, and you will ensure our organization adheres to security policies, standards, and regulations. Your communication skills will be vital in keeping end-users informed about the status of their support requests and explaining technical issues and resolutions clearly. To perform well in this job, you should be able to quickly form friendly, professional relationships with a variety of co-workers.
The Help Desk Level 3 technician is a senior-level position in the IT support hierarchy. These professionals are responsible for providing high-level technical support, solving complex technical issues, and often managing and overseeing the Help Desk team. The ideal candidate resides within easy commuting distance of the supported office, although some remote work and occasional travel may be required.
Job Description:
• Provide expert-level technical support from past experience to resolve complex and challenging IT issues, including hardware, software, network, and system-related problems.
• Act as the point of escalation for Level 1 and Level 2 support technicians, guiding them in resolving difficult issues and ensuring timely resolution, and ensuring more challenging and complex issues are resolved with support from engineering, systems administration and/or application development teams.
• Identify, diagnose, and resolve complex IT issues efficiently, often involving in-depth analysis, research, and collaboration with other IT teams.
• Maintain thorough records of support activities, resolutions, configurations, and project documentation. Ensure the knowledge base is continually updated with solutions to recurring issues.
• Provide guidance, mentoring, and on-the-job training to junior IT support staff. Help develop their technical skills and knowledge.
• Ensure compliance with security policies, standards, and regulations. Assist in managing security incidents and implementing security best practices.
• Collaborate and coordinate with third-party vendors and service providers when necessary to resolve issues or implement solutions.
• Proactively identify areas for improvement in IT processes, procedures, and systems to enhance efficiency and reliability.
• Maintain effective communication with end-users, keeping them informed about the status of their support requests, and providing clear explanations of technical issues and resolutions.
• Be available as part of the on-rotation to address critical IT issues outside of regular business hours.
• Occasional travel only as needed, up to 10%
Qualifications:
• 5-7 years of experience in IT user support or a related role, including prior experience as a Level 2 technician.
• Hands-on knowledge of a wide range of IT systems, hardware, software, networking, and server infrastructure. Proficiency in troubleshooting and problem-solving.
• Strong verbal and written communication skills for conveying complex technical information to both technical and non-technical audiences.
• A solid understanding of cybersecurity best practices and the ability to implement security measures effectively.
• Willingness to adapt to new technologies and stay up to date with industry and technology trends.
• Collaboration and teamwork abilities to work effectively with other IT teams and departments.
• Strong critical thinking and problem-solving skills to address complex technical issues.
Desired Qualifications:
• College degree (associate’s or bachelor’s) or equivalent experience in an information technology field
• Experience as a direct contributor, coordinator or manager of long-term or complex IT projects
• Hand-on experience with Dell hardware and support, Splunk, ServiceNow, LANSweeper, Solarwinds, Veeam, VMWare, MS-SQL or other industry-leading IT management tools.
Perfect Fit:
• A perfect fit for this role is someone willing to step out of their comfort zone with the desire and passion to find creative solutions and solve problems.
• A can-do attitude and the ability to self-start and self-manage is critical.
• Experience within the manufacturing industry and companies with corporate-style leadership will make the work environment feel more familiar.
• Patience, compassion and the ability to handle multiple tickets and projects while providing kind and respectful support to internal customers.
• Ability to prioritize and reorganize task lists on the fly to adapt with changing business needs and priorities.
• Broad experience across multiple sectors of IT such as helpdesk, cyber security, user and system administration, desktop deployment, infrastructure and networking.
• Collaborative mindset. This position is one of the highest-level members of a diverse, successful, happy and positive-minded team. Collaboration between team members is essential to sharing knowledge, mentoring junior teammates, meeting challenges, and working together to achieve common goals. Negative personality types need not apply.