IT Ops Engineer

Job Description Summary Responsible for providing "best-in-class" customer experience for collaboration and digital workplace technologies. You will be expected to leverage new technologies and analytics to continuously improve the customer experience. This position will be responsible for both working directly with customers, as well as providing technical leadership and to facilitate the adoption of new technologies and tools.
Provide infrastructure operations maintenance and support services for both hardware and software. Provide technical assistance to computer system users. Answer questions and resolve computer problems; provide assistance concerning computer hardware and software including Linux, Microsoft Operating Systems, VmWare and HPC. Perform mid-level computer related troubleshooting and maintenance including virus removal/password resets/email setup/software installs.

Job Description
The Advanced Fighter Aircraft Programs are a key growth area within the GE Edison Works organization with revenue growing 4x over the next 5 years. This cross functional organization consists of program management, operations, engineering, supply chain, digital technology, and security/IA who are partnering to deliver that growth. Come join the Digital Technology team who is critical to the success of these efforts!

This role is part of the Secure Digital Solutions team within GE Edison Works Digital Technology. You will engage business stakeholders, Information Assurance/Security, and Digital Product Owners to ensure that we support and maintain information technology compliantly within an air-gapped environment.

You will be responsible for supporting the Edison Works SDS technology within the environment. You will interact with other skilled IT technicians, System Administrators and System Engineers. You will work our internal customers, Aerospace engineers, and provide technical answer, solutions and support to enable them to perform their duties. Your priority is high level customer service with technical resolution as a metric-ed priority.

Roles and Responsibilities

In this role, you will:

• Respond to and track reports from internal and external customers.
• Provide initial triage, with goal to handle more issues over time with familiarity/skillset.
• Oversee defined IT processes ensuring correct execution; identify and communicate issues and variances when found.
• Interact with customer systems (logins, copying down files, configuring software, etc.).
• Documentation of problem-solving steps into a growing knowledge base.
• Track distribution of support issues to look for optimization possibilities.
• Provide friendly and helpful customer service as first point of contact for technical and software support with end-users by assisting them to solve computing issues (hardware/software)
• Install, configure, diagnose, repair and/or upgrade and maintain workstation, laptop, printers and software applications by e nsuring its optimal performance
• Provide reporting and ticketing information,
• Maintain working knowledge of products and/or services
• Prepare reports and correspondence as needed.
• Enter and track activity and user information within trouble ticketing system (ESNOW - Service Now).
• Commitment to excellence and high standards.
• Strong organizational skills; able to manage priorities and workflow.
• Troubleshoot problem areas in a timely and accurate fashion.
• Maintain and improve quality results by adhering to established processes, procedures and guidelines
• Recommend improved procedures for SDS operations responsibilities
• Inform and educate clients by explaining procedures; answering questions; providing information
• Proactively reduce future support burden through identification of improvement opportunities.
• Escalate issues that impact the customer's day to day tasks.

Required Skills:

• Possess excellent customer service skills, detail oriented and possess excellent organizational skills
• Solid writing and communication skills
• Solid IT support problem solving skills and have a broad understanding of relationships between hardware and software applications as necessary
• Experience with basic computer networking and common end user trouble shooting: Windows, Mac, iOS, Android operating systems
• Proven knowledge of basic PC troubleshooting of Windows 10, Microsoft Office applications, single or multiple technology stacks (networking, storage devices, Linux, or VmWare) and local and/or network printers
• Ability to follow through multiple issues in a fast-paced environment with dynamic priorities
• Must be able to obtain security clearance and complete Sec+ certification

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