Our company culture is built upon YKK’s philosophy called the CYCLE OF GOODNESS™.  We believe that providing value and being fair to our customers and our employees is what makes us a successful company in return.  Guided by our core values and fundamental behaviors, we strive to foster a caring company, committed employees and challenging work that benefits our employees, customers, and communities. We offer competitive compensation packages, training and advancement opportunities. YKK AP America provides employees with a comprehensive benefits package designed to provide the security they need to enjoy life at home and at work.  By providing a high level of benefit coverage at a reasonable cost to the employee, we hope to foster a long and productive employment relationship.

Summary:

The Information Systems Specialist is responsible for providing software and hardware support services to internal users of the organization's computer systems and IT network. Provides both Tier 1 and Tier 2 support and resolution support, including answering Help Desk phone calls, questions, providing advice, investigating, triaging and troubleshooting, and following up to assist users. Ensures all incidents and requests are analyzed, triaged, recorded, resolved and reported back within the promised timeframes. Communicates service requests over the phone, online, or in person to all operational units via our online ticket system. Specializes in hardware deployments which will include installing, configuring, and troubleshooting hardware including laptops, desktops, phones, scanners, printers and other peripherals.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Provides mostly "Tier 2"-level Help Desk support with a focused emphasis on customer service excellence, recording & triaging issues and providing meaningful results to end users to meet or exceed expectations
• Assists in monitoring & fielding requests for assistance via the IT ticketing system and Help Desk hotline; records all calls in Service Desk ticket tracking application
• Assures that each issue or topic is thoroughly triaged, resolved, and reported back to the end user, prior to escalating to Tier 3 or System Administrators
• Ability to recognize required escalation paths and provide troubleshooting insight to Tier 3 or System Administrator level support
• Performs on-site, desk-side, and remote installation, maintenance, troubleshooting and repair of hardware and software
• Assists with managing and organizing the data center and storage area for asset storage and hardware decommissioning
• Assists with management of inventory and procedures for access
• Purchases hardware, software and other required office supplies as needed
  Ability to manage multiple tasks, highly organized with the ability to prioritize demand for self in a fast-paced environment
• Must have the ability to work independently as well as collaborate as a team
• Assists with the company’s JSOX process and procedures for compliance
• Creates KB Articles in ticketing system for documentation purposes

Supervisory Responsibilities:

This job has no direct supervisory responsibilities

Education/Experience/Skills:

• Associate's degree or equivalent from two-year College or technical school in computer networking or hardware support, plus 2 - 5 years of related experience; combination of experience, education and training may be considered
• Experience in an IT break-fix environment, with a manufacturing environment highly preferred
• A+ Certification preferred
• Hardware and/or networking certifications preferred
• Customer Service Excellence
• Assist with set up and troubleshooting peripheral devices
• Assemble and disassemble computing hardware
• Assist in the setup and support of basic office networks
• Implement cybersecurity controls appropriate to help desk and technical support roles
• Troubleshoot and support end-user access to applications and data
• Strong verbal and written communication skills
• Ability to multi-task to accomplish time driven goals

Physical Demands:

The physical demands described here are representative of those required to successfully perform the essential functions of this position. The employee must occasionally lift and/or move up to 25 pounds and is expected to use proper lifting techniques at all times. Specific vision abilities required for this role include close vision. While performing the duties of this job, the employee is frequently required to sit. The employee may occasionally be required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear.

Travel Requirements:

No travel is required for this position.

Work Environment:

The work environment characteristics described are representative of those encountered while performing the essential functions of this position. Individuals are required to wear appropriate personal protective equipment (PPE) at designated times and in specified environments in accordance with established safety program requirements. The noise level in the work environment is typically moderate. While performing job duties, individuals may occasionally be exposed to moving mechanical parts.

Legal Notice:

This job description is intended to describe the general nature of the job and the responsibilities to be performed. It is not an exhaustive list of all duties, responsibilities, or qualifications associated with the position. Additional duties and responsibilities may be assigned as needed. YKK AP America Inc. reserves the right to add or remove duties or otherwise modify this job description at any time in its sole discretion. Employment with YKK AP America Inc. is at-will. Nothing in this job description is intended to create a contract of employment, guarantee employment for any definite period of time, or otherwise modify the at-will nature of employment with the Company. The essential functions of this position are set forth in the above job description and may be subject to reasonable accommodation in accordance with applicable law. To qualify for this position, an employee or applicant must be able to perform the essential functions of the position with or without reasonable accommodation.  YKK AP America Inc.  The Company prohibits discrimination on the basis of race, color, sex, religion, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by federal, state, or local law.