IT Customer Support Supervisor

The primary focus of this role is to provide exceptional top tier user support for the Arcadia Tubular Facility located in Arcadia, LA, and the Haynes Wire Facility located in Mt. Home, NC. Support is given to all users both on site and off via remote tools such as VNC, RDP and MS Teams and other remote collaboration tools. It is the responsibility of the Supervisor of IT Customer Support to not only be the main point of contact for any high level support duties which include but are not limited to:
Backup and recovery of onsite servers, Industrial HMI machine support, Telephone system support specifically to Cisco Webex IP phone system, monitoring of all support request via ticketing system for Arcadia and North Carolina users, but also provide additional support to users at other facilities when needed. This role will be responsible for the ongoing maintenance of the emergency communications systems which are used onsite, and across all US facilities.

Additionally, ensuring that Support Analyst promptly, accurately, and methodically performs all functions of that position’s responsibilities. All server updates for LA and NC facilities are completed timely and accurately along with maintenance of WSUS. As the Supervisor of IT Customer Support, it is your responsibility to ensure all IT operations are effectively running 24/7/365, attend all Management meetings to report on all ongoing tasks and projects, troubleshoot and/or resolve inhouse Shop Floor reporting errors, assist users with high level reports via MS Excel/SQL integrations, and ensure all production equipment is in operation along with Microsoft Dynamics and D365 support requests.

Coordinate with Cybersecurity department on all security questions, policies and configurations expeditiously.

Education:

Associates degree in related field (P) or equivalent experience (R)

Experience:

Five years’ experience with PC and Windows Server setup and installation/troubleshooting (R). Network Troubleshooting (R), Plant floor/Manufacturing IT operations (P), Microsoft environment including Azure, M365 (R).

Areas of Knowledge:
Project Management, Personnel Management, Mobile device support, Server backup procedures, PC setup and navigation, printer usage, software installation and troubleshooting, network management, SQL Management, Excel VBA. DHCP, Windows Server, Networking, Basic HMI troubleshooting and data acquisition, D365, Azure, M365, Microsoft CoPilot, Cisco Meraki, Cybersecurity, Cisco Webex Calling.

Skills:

Problem solving, Project Management, Communications, Keyboarding, Interpersonal, Excel VBA Programming techniques, Basic SQL Server query ability and navigation, IP Telephony system knowledge. High level PC, Server and hardware support.

• Manage projects for facilities or corporate organization.
• Provide assistance to users as requested or as escalated through Fresh Service ticketing system.
• Manage the setup of new PCs, migrate data, deliver, and install/decommission.
• PC and Server high level support to include repair, swap, update, instruct users. Coordinate efforts of direct report(s).
• Liaison to Plant Managers and provide expertise on selection, installation, ongoing support, and support contracts for process control and data acquisition hardware installed at the Haynes manufacturing facilities.
• Monitor and manage networks, phone systems, and all infrastructure at facilities.
• Dynamics AX/D365 issue resolution
• Other accountabilities as assigned by corporate, cybersecurity and site management.