IT Technical Support Specialist

About JLG, an Oshkosh company

JLG began in 1969, when our founder, John L. Grove set out to resolve growing safety concerns in the construction industry. Since then we have been committed to understanding the challenges and delivering innovative solutions to the access market. We partner with customers to provide quality equipment, training opportunities and trusted support within the access industry. We are a global company, and our products—including mobile elevating work platforms, telehandlers, utility vehicles and accessories—can be found all over the world.

JOB SUMMARY

The Computer Services team manages computing platforms for the enterprise including desktop, laptop, thin-computing, mobile devices, digital signage, conference equipment, and workstation peripheral devices in the office and manufacturing environments. As a member of this team, the Technical Support Specialist will work with end-users to address Information Technology client side problems and requests impacting end-user productivity.

ESSENTIAL DUTIES AND RESPONSIBILITIES

These duties are not meant to be all-inclusive and other duties may be assigned.

• Responsible for resolving moderately complex problems experienced by end-users working with company PCs, conference rooms, multi-function printers, thin client terminals, mobile devices, bar-code label printers and scanners.
• Procures, configures, and tests computer hardware and software to fulfill requests.
• Provides timely resolution of moderately complex problems or escalations on behalf of the end user.
• Provide cases status updates to management and end users.
• Interacts with third party service providers to resolve problems and fulfill requests.
• Evaluate requests for new software solutions.
• Monitor, gather, and provide recommendations for issues regarding product and technical support functions that affect diagnostics, quality, tooling, computer communication, etc.
• Perform tasks as assigned by the Project manager in compliance with End-Users Standards.
• Taking part in projects which incl. working off hours and travel.
• Must be able to work independently.
• Self-directed and flexible in work routine to accommodate fluctuating workflow, which includes regular interruption.
• Must have the ability to break down complex technical explanations for non-experts.

MINIMUM QUALIFICATIONS

• Associate’s degree in Information Technology, Computer Science, Engineering or equivalent.
• Three (3) or more years of experience in desktop support, service desk or related experience.
• Knowledge of networking protocols.
• Knowledge of computer hardware.
• Ability to install, maintain and troubleshoot computer hardware and software.
• Ability to work off hours when needed.
• Ability to travel for projects, maintences, and site survey support.
• This job will be 100% on-site in Hoofddorp, The Netherlands.

PREFERRED QUALIFICATIONS

• Bachelor’s degree in Information Technology, Computer Science, Engineering or equivalent.
• Relevant industry recognized certifications (Certified Microsoft Technology Associate (MTA) - IT Infrastructure, Certified ITIL Foundation, etc.).
• Experience working with video and audio conferencing (WebEx, MS Teams), end user services certificate management, and physical security systems.
• Experience working with Windows 7/10, imaging, networking and troubleshooting.
• Experience and proficiency with various web-based software applications including Microsoft Office Word, Excel, PowerPoint, SharePoint, etc.
• Customer focused with ability to promptly answer support related email, phone calls, and other electronic communications.
• Ability to effectively communicate at all levels of the organization.
• Ability to work in a team environment.
• Strong organizational skill with exceptional follow through and attention to detail.
• Strong time-management and prioritization skills, able to multi-task and prioritize competing requirements and meet deadlines.
• Ability to work in a fast-paced environment where requirements are constantly changing.