IT Help Desk Technician

United States of America
West Virginia
Full Time
September 1 2020


Special Metals


Precision Castparts Corp. (PCC) is a leading worldwide, diversified manufacturer of complex metal components and products. It serves the aerospace, power, and general industrial markets. PCC is the market leader in manufacturing large, complex structural investment castings, airfoil castings, and forged components used in jet aircraft engines and industrial gas turbines. The Company is also a leading producer of highly engineered, critical fasteners for aerospace and other general industrial markets, manufactures extruded seamless pipe, fittings, forgings, and clad products for power generation and oil & gas applications, and supplies metal alloys and other materials to the casting and forging industries. PCC is a high quality business with dominant positions in most segments of the markets in which it serves.

Headquartered in Portland, Oregon, this over 10 billion dollar company employs more than 29,500 people worldwide.  PCC has over 160 plants and has a presence in twenty-six states in the US and in over a dozen countries. PCC is relentless in its dedication to being a high-quality, low-cost and on-time producer; delivering the highest value to its customers and shareholders while continually pursuing strategic, profitable growth.

Effective early February 2016, Berkshire Hathaway, led by chairman and CEO Warren E. Buffett, acquired Precision Castparts Corp.

Special Metals is the world leader in the invention, production and supply of high-nickel alloys for critical engineering.
The largest facility of its type in the world, our Huntington division offers a 130-acre operational footprint exclusively devoted to the development, production and sale of nickel alloys.  


Working within the IT Service Desk function, the IT Service Desk Technician maintains a central point of contact providing frontline IT support services for TIMET and SMC and its employees. With emphasis on customer service this position primarily focuses on tier one and two desktop, network and application support while undertaking system access and customer account administration.



Promptly respond to all IT related incidents presented to the IT Service Desk

Ensures accurate documentation of incidents is being recorded

Facilitates problem resolution by reviewing ticket assignments, gathering additional information, updating case information, proactively providing status to customers, and driving the resolution process

Installs personal computers, software, and peripheral equipment

Responsible for the daily monitoring, maintenance, and availability of computer hardware

Enforces IT policies, procedures, and standards, including systems security, to ensure conformity with all information systems and company objectives

Acts as a key escalation point for critical problems and customer complaints

Builds relationships with customers and strive to understand their problems and needs

Maintains effective communication with the Information Services organization

Maintains effective communication with customer base concerning network service availability

Point of contact for outside vendors, contractors and consultants

Assists with network, server and telecommunications administration and support as needed

Provision of ‘out of hours’ support when required

Be available to work at TIMET and SMC locations when required

Stay abreast of new technologies, strategies, and services related to areas of responsibility

Participation in Incident and Problem Management meetings


Recognized qualifications in Computer Science, Business or a related discipline; equivalent experience acceptable

2+ years of analytical job experience in an Information Technology organization

2+ years of systems administration or technical support experience

Technical understanding of internetworking architectures, client/server computing architectures, desktop/laptop operating systems, business and productivity applications


Excellent customer service, telephone etiquette, and interpersonal skills

Strong troubleshooting skills

Broad understanding of Microsoft client/server systems, networking, Microsoft Windows operating systems, and Microsoft Office productivity tools

Excellent organizational and time management skills

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

Ability to solve problems independently, quickly, and completely and to communicate and present to diverse types of audiences (management, teammates, users, vendors, and other staff)

Ability to work productively either independently or in a collaborative team environment

Capable of managing small projects and problem resolution in a cross-functional environment

Ability to consistently meet deadlines and commitments

Knowledge, concern, and understanding of business needs, with the ability to establish and maintain a high level of customer trust and confidence in the IT organization

Ability to demonstrate and maintain a high level of initiative, motivation, drive, goal orientation, and positive moral


Experience with Incident Management systems is desirable

SAP R/3 experience is desirable