Tier II Technician

With more than 120 operations and approximately 20,000 employees worldwide, Precision Castparts Corp. is the market leader in manufacturing large, complex structural investment castings, airfoil castings, forged components, aerostructures and highly engineered, critical fasteners for aerospace applications. In addition, we are the leading producer of airfoil castings for the industrial gas turbine market. We also manufacture extruded seamless pipe, fittings, and forgings for power generation and oil & gas applications; commercial and military airframe aerostructures; and metal alloys and other materials for the casting and forging industries. With such critical applications, we insist on quality and dependability – not just in the materials and products we make, but in the people we recruit.

PCC is relentless in its dedication to being a high-quality, low-cost and on-time producer; delivering the highest value to its customers while continually pursuing strategic, profitable growth.

In 2016, Berkshire Hathaway, led by Chairman and CEO Warren E. Buffett, acquired Precision Castparts Corp.

Summary

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.

Essential Functions

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

Additional Responsibilities

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

Qualifications

Competencies

Customer Focus – Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect

Problem Solving – Uses rigorous logic and methods to solve problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn’t stop at the first answers

Interpersonal Skills – Focuses on solving conflict, not blaming; Listens to others without interrupting; Keeps emotions under control. Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position

Organizing – Can orchestrate multiple activities at once to accomplish a goal; uses resources effectively and efficiently; arranges information and files in a useful manner. Shows good time management skills

Perseverance – Pursues everything with energy, drive, and a need to finish; seldom gives up before finishing, especially in the face of resistance or setbacks

Process Management – Good at figuring out the process necessary to get things done; knows how to organize activities; understands how to separate and combine tasks into efficient workflow

Communication – Is able to communicate clearly in a variety of communication settings and styles; can get messages across that have the desired effect

Initiative – Self-starter and “hands on;” must be able to function with minimal supervision

Education and Experience

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

Experience with Incident Management systems is desirable

SAP R/3 experience is desirable

Special Skills

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 morale.