Level 1 Support Analyst

Job Title: Line Support / Level 1 Support Analyst
Location (On-site, Remote, or Hybrid?): Haw River, NC (onsite)
Contract Duration: Contract until  03/31/2027


Job Description
The Line Support Technician is responsible for maintaining the overall stability of Tier I (Production Critical) Line Applications and equipment by following documented processes to return to normal operations or to diagnose the situation and escalate to appropriate support group if and when incidents occur.

What will this person be working on

• Plant floor client and end-user desktop, application, and network support for all Tier 1 computer systems
• Interaction with plant floor users and clients (in order to understand production line processes and customers)
• Support projects such as technology upgrades\implementations of Tier 1 computer systems
• Review, understand and react to various monitoring systems for Tier 1 computer systems

TOP SKILLS

• Completed post-secondary education in Computer Science or equivalent related experience
• 1-3 years of experience Level 1
• Experience supporting computer applications and end-user computing devices
• Experience supporting Windows 7/10, Active Directory, LAN/Networking
• Experience using MS-Office, and problem ticketing applications
• Experience executing processes on an AIX/UNIX environment
• Experience managing 2nd level support calls (Level 1)
• Experience managing 3rd level support calls (Level 2)
• Demonstrated hardware troubleshooting for printers, scan guns, desktop PCs/laptops, handheld devices
• Preferred general functional knowledge of GALC/ALC systems and associated business processes/systems
• Ability to follow and document processes
• Ability to adapt/learn in a changing environment
• Experience with general IT processes and development methodologies
• Solid analysis, proven problem solving and decision-making skills
• Good time management and prioritization skills
• Strong communication skills both verbal and written