IT Site Liaison

This Site Liaison role is responsible for the provision of quality, IT support services for the company’s IT infrastructure with emphasis on customer service and satisfaction. They serve as the sites primary IT contact and liaison between local plant personnel and the PCC Metals Group IT Organization.

Essential Functions:

• Responsible for the daily monitoring, maintenance, and availability of computer hardware on site
• Installs personal computers, software, and peripheral equipment
• Assist with network, server and VoIP telecommunication support as needed
• Strives to promptly resolve technical support issues and address user questions and requests at the instruction of the IT Service Desk
• Facilitates problem resolution by reviewing ticket assignments, gathering additional information, updating tickets, proactively providing status to customers, and driving the ticket resolution process
• 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 IT problems and customer complaints
• Builds relationships with customers and strive to understand their problems and needs
• Maintains effective communication with the IT Service Desk and the IT organization
• Provide best effort support for associated home grown and plant engineering systems

• Point of contact for outside vendors, contractors and consultants
• Provision of ‘after-hours’ support when its required
• Be available to work at other PCC locations when required

• Stay abreast of new technologies, strategies, and services related to areas of responsibility
• Responsible for local inventory tracking and hardware/software storage and deployment

• Broad understanding of Microsoft client / server systems, networking, Microsoft Windows Operating Systems, and Microsoft Office productivity tools
• Excellent customer service, telephone etiquette, and interpersonal skills
• Strong troubleshooting skills
• Excellent organizational and time management skills
• Strong oral and written communications skills (technical and non-technical)
• Ability to work productively either independently or in a collaborative team environment
• 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)
• Capable of managing small projects and problem resolution in a cross-functional environment
• Ability to demonstrate and maintain a high level of initiative, motivation, drive, goal orientation, and positive moral

• 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
• Experience with Incident Management ticketing systems is desirable
• SAP experience is desirable

• 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 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

• Physical – Ability to communicate via telephone and computer, work at a desk or computer for extended periods. Some lifting and moving of computer hardware and general office equipment (up to 35lbs)
• Environmental – 60 standard office environment, 40 production environment