Job Description

　　The Field Support Technician II is responsible for desktop support, customer service, local business analysis and basic technical support for different sites.

　　The Field Support Technician II will receive guidance from and report directly to the Field Support Supervisor/Manager, Field Support. The Field Support Technician II will provide support to employees and customers located in various Gerdau locations, including mills, downstream, recycling, and administrative offices.

　　SCOPE:

　　Ensure highest level of customer satisfaction through the receipt, research, problem solving, resolution and/or coordination of resolution for IT related issues and requests in accordance with established policies, procedures, guidelines and internal processes.

　　This role will serve as the IT Business Analyst liaison. Work with local management with regards to technology challenges, project implementation and innovation. The Field Support Technician II is expected to be the local voice back to NAIT group. This individual is also responsible to share NAIT and Global IT strategy and other critical IT related information back to local site management.

　　ACCOUNTABILITIES:

　　Desktop Support:Troubleshoot and resolve issues that result from employee laptop/desktop computers and peripherals.

　　Ensure customer issues/tickets are resolved in a timely manner.

　　Assist end users with packaged software and some basic support of Gerdau critical applications.

　　Software installations and license tracking and support.

　　Provide hardware support to end users (laptop, desktop, related accessories, printers, copiers, telephones, etc). Work closely with Corporate IT on hardware purchasing and asset management.

　　Customer Service:Provide quality support to user community, employing a high degree of customer service, technical expertise, and timeliness.

　　Resolve problems with a high degree of patience and problem management techniques.

　　Convey technical issues in laymen's terms so the customer can understand.

　　Business Analyst:Support the location as the local IT Business Analyst. Bring location IT needs to the NAIT BA team to ensure local needs are being planned for and addressed.

　　Support IT by actively supporting the local implementation of projects that arise from the business or IT.

　　Serve as the voice of IT to local site management (both communication from local management and communication from NAIT & Global IT back to local management).

　　Technical:Provide more advanced infrastructure support to devices resident at the location that are not supported by Gerdau infrastructure outsourcing partner.

　　Acquire and maintain in depth understanding of the location Local Area Network (LAN) setup/topology in order to troubleshoot network issues that may occur at the site.

　　Provide onsite (basic support) to Gerdau infrastructure outsourcing partner with regards to server and network infrastructure resident at the location.

　　Acquire and maintain current knowledge relevant product offerings and support policies to provide technically accurate solutions to users.

　　Skills and Requirements

　　BASIC QUALIFICATIONS:

　　Associates Degree in Computer Science, Management Information Systems, Industry Recognized Certifications, or related discipline, combined with 3 to 5 years work experience in desktop support

　　Proficient in Microsoft OS and other regular packaged software.

　　Intermediate networking and server skills

　　Excellent customer service and interpersonal skills

　　Excellent organizational skills

　　Strong oral and written communication skills (technical and non-technical)

　　Ability to work in a team environment and always maintain a positive attitude

　　Driver's license + access to a vehicle to drive; ability to travel occasionally as required null

　　We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].