Who We Are
We are Textron Systems, best known for innovative defense technologies and services. We are a part of Textron Inc, one of the world's leading multi-industry companies, recognized for its powerful brands such as Bell, Cessna, Beechcraft, E-Z-GO, Arctic Cat and many more. Our company leverages its global network of aircraft, defense, industrial and finance businesses to provide customers with innovative products and services.
But our business is all about people - the customers who rely on us and the exceptional team that brings our mission to life.
We've been in the industry for more than 50 years and embraced the unique capabilities that come with being a mid-sized player. We bring the agility of a small business to meet our customers' most urgent requirements and empower our team members to push past possible. We can scale quickly to solve the big problems, working across functions, sites, and business lines to make it happen. We're comprised of 7 domains specializing in Air, Sea, Land, Weapons Systems, Electronic Systems, Propulsion, and Testing and Training Simulations.
Start your career in a big way by joining Textron Systems. We are here to provide necessary and life-changing services and products to our customers. We are right where the real work happens. By joining our team, you will gain exciting and versatile experiences from day one to fuel your growth. Talent development is a big part of who we are. Don't just start your career - go big.
Visit TextronSystems.com to read more about who we are and the products we make!
About This Role
In this role, you will be responsible for:
Being the initial IT point of contact for end user services, using critical thinking and process adherence to quickly assess and triage incoming requests and incidents
Delivering outstanding service to all business users through service ticket fulfillment, supporting activities such as onboarding and offboarding, software application support, PC and mobile device support, process documentation, and user training
Account provisioning and access management - provisioning and reclaiming access to network and applications in accordance with IT and cybersecurity requirements to ensure secure and efficient IT environments across users and systems.
Asset management including PCs, printers, and peripherals, ensuring owner and state accuracy, OS currency, and security controls are met
Technical troubleshooting and issue remediation for computer hardware, software, printers, mobile devices, audio/video presentation technology, various peripherals, and basic network equipment
Ticket queue management to ensure timely initial contact, assignment and closure of incidents and requests, maintaining team workload, and tracking resolution accuracy
I dentifying and collaborating across IT teams , including application teams, corporate IT, and third-party providers to deliver solutions for advanced customer inquiries and challenges.
Designing, implementing, and maintaining IT operational processes & procedures, best practices, and customer service guidelines with a focus on continuous improvement
Working collaboratively with IT application teams, end users, business leadership, corporate IT, and third-party IT service providers
Identify and implement process automation to reduce manual repeated tasks and optimize efficiency across the team
Develop and maintain ticket metrics to measure ticket resolution status, ensure we are meeting target Service Level Agreements (SLAs) and identify focus areas of improvements
Conference room software and hardware support, and hands-on support for meetings
Supporting executive leaders and on-site executive meetings
Actively participating on various IT strategic project teams and drive timely delivery of key milestones
Vendor relationship management for hardware, software, service and audio/visual support
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
- Dice Id: RTL97951
- Position Id: fca03261ac4cd843eee17a35be1a7039
- Posted 4 days ago
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