IT Support Associate - Level II

DESCRIPTION

Key Responsibilities

• IT Production Support:
• Perform IT production support for assigned area(s) according to documented processes.
• Diagnose and solve issues with IT hardware or software components with direction.
• Install, configure, or disposition IT hardware and/or application issues as required.
• Troubleshoot assigned issues per department standards and escalate if unable to resolve.
• Use the Incident Management system to manage reported issues or requests submitted by end users and log any actions or support provided.
• Provide one-on-one training for less experienced associates on IT support processes and tools.
• Assist with additional IT responsibilities as assigned.
• Familiarity with SLA / Operational Level Agreements between other IT Services Provided.
• Health, Safety & Environmental (HSE):
• Stop work and immediately report any major injury hazards.
• Report any work-related injury, illness, incident, or hazard.
• Comply with HSE standards, policies, procedures, and regulations.
• Use appropriate personal protective equipment.
• Promote interdependence by looking out for one another.
• Correct hazards within your control and capabilities.
• Recognize how your work may impact the environment and work to minimize the negative impact.
• Engage in HSE training.
• Quality:
• Follow all applicable standard work, process documentation, policies, and procedures.
• Raise quality concerns to minimize cost and exposures.
• Perform quality inspections.
• Delivery:
• Perform activities expected by their roles in accordance with defined roles and responsibilities.
• Demonstrate a high level of competency in core work skills.
• Support continuous improvement activities to improve quality, safety, process, and employee development.
• Maintain a clean and orderly work area, including routine housekeeping tasks and other activities watching over company resources.
• Apply Cummins Operating System (COS) practices and Operations Excellence (OE) methodology throughout the plant.
• Remain flexible and perform other miscellaneous duties, as required, to meet manufacturing goals.
• Work with peers and all levels of the organization to maintain process performance.
• Teamwork:
• Communicate effectively with the assigned team and all support teams.
• Complete training and personal development in line with business requirements.
• Participate actively in identifying ways to improve quality, safety, process, material flow, and employee development.

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• Education, Licenses, Certifications:
• High school diploma, certificate of completion of secondary education, or equivalent experience (to the extent such experience meets applicable regulations) required.
• Relevant industry training, certification, or equivalent experience preferred.
• This position may require licensing for compliance with export controls or sanctions regulations.
• Experience:
• Requires some work experience or intermediate-level knowledge obtained through education, training, or on-the-job experience.

• Collaborates: Building partnerships and working collaboratively with others to meet shared objectives.
• Communicates effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Customer focus: Building strong customer relationships and delivering customer-centric solutions.
• Instills trust: Gaining the confidence and trust of others through honesty, integrity, and authenticity.
• Manages complexity: Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
• Optimizes work processes: Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.
• Self-development: Actively seeking new ways to grow and be challenged using both formal and informal development channels.
• Situational adaptability: Adapting approach and demeanor in real time to match the shifting demands of different situations.
• Incident Management: Maintains reported issues or requests assigned via the Incident Management system to log actions taken and track trends.
• Troubleshooting: Diagnoses and resolves customer-identified issues by utilizing appropriate department standards to satisfy customer expectations.
• Problem Solving: Solves problems and may mentor others on effective problem solving by using a systematic analysis process.
• Values differences: Recognizing the value that different perspectives and cultures bring to an organization.

• Technical Skills:
• Essential: Proficiency in Apriso.
• Preferred: Familiarity with SQL, Power Apps, and Power BI.
• Production support capabilities: Ability to manage production support tasks efficiently.
• Shift flexibility: Willingness to work in shifts to meet operational needs.