Help Desk

Operative responsibility in problem management (incident management, problem management) within the Office environment. He/she will play a support role in business application (system) troubleshooting, to ensure that key business process metrics are addressed. This individual specializes in a subset of Volkswagen Group of America’s core business processes and is responsible for understanding and executing the technology solutions that are used to support the office processes.

Responsibilities:

• Operative responsibility in problem management (incident management, problem management) in the office environment and/or on the production floor.
• Create and maintain Technology Architecture documentation for transparency
• Create and Maintain Procedure / Work Instructions
• Work with the client’s imaging framework to ensure proper staging, configuration, and recovery of respective hardware supporting key business processes
• Identify Automated Solutions which support business process maturity or improvement

Work Schedule: The Help Desk role will follow one of three possible schedules, which are still being finalized. The shifts include:

• 1st Shift: 8:00 AM – 5:00 PM, with weekend coverage from 7:00 AM – 7:00 PM
• 2nd Shift: 1:00 PM – 10:00 PM, with weekend coverage from 7:00 PM – 7:00 AM
• 3rd Shift: 10:00 PM – 7:00 AM, with weekend coverage from 7:00 PM – 7:00 AM

Qualifications:

• Education: Associates - Management Information Systems or related discipline preferred
• Experience: 3-6 years of professional work experience in related field
• Technical equipment – Troubleshooting / Setup / Configuration Skills (Scanners, Android based hand held, Windows Mobile/CE, IP based Cameras, Desk/laptop based PCs, Presentation Displays, Embedded system PCs)
• Linux, Windows (CE, XP, 7, 10)
• Microsoft Office Proficient (including Visio / OneNote)
• Monitor / Alerting Systems (eg. Solarwinds)
• Basic Network (IP Mgmnt, Switches, WiFi)
• ITIL Process Knowledge (Change/Problem Mgmt)
• Competence in Ticket / Work Order Management systems
• Asset management
• Presentation equipment
• Strong analytical skills.
• Strong written and verbal communication skills.
• Work under pressure
• Ability to work on multiple activities concurrently.
• Strong systemic thinking and problem solving skills.
• Experience in business process definition and validation.
• Ability to take a “client” focus when engaging with internal departments / customers.
• Strong technical skills.
• Works well as part of a team.

Desired Skills:

• Database interface / connection knowledge
• Windows Server (2010, 2012, 2016)
• SCCM Knowledge
• Acronis Image Management
• Power Shell Scripting
• Production: Version Dog

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with MHP Americas, Inc. (i.e., H1-B visa, F-1 visa (OPT), or any other non-immigrant status).

Experience Level: mid Employment Type: full-time Workplace Type: onsite Category: IT Industry: Automotive Salary Range: Not Stated Salary Min: 0 Salary Max: 0 Salary Currency: USD Salary Period: year Required Skills: [Technical equipment – Troubleshooting / Setup / Configuration Skills (Scanners, Android based hand held, Windows Mobile/CE, IP based Cameras, Desk/laptop based PCs, Presentation Displays, Embedded system PCs), Linux, Windows (CE, XP, 7, 10), Microsoft Office Proficient (including Visio / OneNote), Monitor / Alerting Systems (eg. Solarwinds), Basic Network (IP Mgmnt, Switches, WiFi), ITIL Process Knowledge (Change/Problem Mgmt), Competence in Ticket / Work Order Management systems, Asset management, Presentation equipment, Strong analytical skills., Strong written and verbal communication skills., Work under pressure, Ability to work on multiple activities concurrently., Strong systemic thinking and problem solving skills., Experience in business process definition and validation., Ability to take a “client” focus when engaging with internal departments / customers., Strong technical skills., Works well as part of a team.] Preferred Skills: [Database interface / connection knowledge, Windows Server (2010, 2012, 2016), SCCM Knowledge, Acronis Image Management, Power Shell Scripting, Production: Version Dog]