Job Description

Crown Americas, Inc. – Tampa Corporate Office

Good Things Come in Our Packages…

Crown Americas, Inc. is a Fortune 500 Manufacturing Company with a rich history dating back to 1892. As a global leader in the packaging industry, we operate in over 45 countries with more than 200 plants. Our commitment to excellence is reflected in the trust that the largest consumer products companies place in Crown for their packaging needs. Join us and be part of a team where over 20,000 employees trust their careers to our innovative and dynamic organization.

PC Systems Support Specialist

Job Accountabilities:

GENERAL DESCRIPTION

As a PC Systems Support Specialist at Crown Americas, Inc., you will play a crucial role in our IT network and support team at the corporate office in Tampa. Your responsibilities will encompass a wide range of hardware, networking, and application technologies. As a member of a team of 16 IT network and support staff, you will be at the forefront of ensuring seamless operation and continuous improvement of our IT infrastructure.

The PC Systems Support Specialist provides first-level computer support to users by resolving computer problems, researching and resolving issues, and providing resources to solve those issues. This position will focus primarily on remotely troubleshooting customer computers, onsite and phone-based IT support, new PC/laptop builds, and hardware repairs. The position will provide Tier I level technical assistance to over 2500 staff members via phone/email. Secondary responsibilities include assisting with quality assurance of deployed assets, training in the usage of computers and telecommunications systems, and assisting with the procurement and disposition of IT-related equipment. Additionally, the role will involve supporting cloud technologies such as Microsoft OneDrive, MS CoPilot, and Exchange Online (EOL).

FLEXIBILITY & ADAPTABILITY Applicants must be extremely flexible, adaptable, and willing to learn. As an employee in a demanding IS function, the PC Systems Support Specialist must have the ability to prioritize tasks and work on multiple tasks simultaneously.

RESPONSIBILITIES

· Provides first-level IT support to clients by connecting to the remote computer, identifying problems, and resolving them. The PC Systems Support Specialist may need to research answers and guide the client through corrective steps.

· Fully documents corrective steps taken in the Help Desk Tracking System to be used for subsequent calls of a similar nature.

· Prepares workstations (PC and Mac) by configuring hardware, software, network interface cards, printers, and peripherals.

· Supports workstation performance by troubleshooting and resolving desktop issues, responding to and correcting problems, researching and developing solutions, and keeping inventory of all systems.

· Adheres to departmental standards related to the configuration of workstations, asset management and tracking, and Active Directory group membership/account creation.

· Improves client references by writing and maintaining documentation.

· Improves system performance by identifying problems proactively and recommending changes.

· Accomplishes information systems and organizations' world-class performance mission by completing related results as needed in a professional manner.

· Performs setup of company-issued iPhones and iPads to company standards. Supports mobile users that have been issued mobile devices.

· Performs setup of handheld and truck mount scanners used in the warehouse environment. Remotely troubleshoots and supports scanners.

· Works as a point of contact for end users. Collaborates closely with Microsoft Exchange, security, operations, and network support teams to resolve issues.

· Sets up and breaks down meeting rooms with telecom equipment for presentations and workshops.

· Assists with the setup of temporary Wi-Fi accounts for meetings, seminars, and guests.

· Works with manufacturers on warranty issues with PCs and other devices.

· Supports cloud technologies such as Microsoft OneDrive, MS CoPilot, and Exchange Online (EOL), ensuring seamless integration and user support.

Job Requirements

QUALIFICATIONS & EXPERIENCE Must have excellent problem-solving, verbal communication, and writing skills, and must have strong follow-up skills. Experience working in a Help Desk environment, strong customer service skills, and PC and network troubleshooting experience are required.

Ability to:

· Express ideas clearly in both written and verbal communication.

· Plan and organize own time and work.

· Quickly learn and apply new technologies.

Working knowledge of:

· Windows 11 and Windows 10 operating systems, Mac OSX, Citrix, computer hardware repair, basic networking, and client-server integration.

· Familiarity with Active Directory and remote access tools such as Dameware, RDP, and other remote connection software.

· Cloud technologies such as Microsoft OneDrive, MS CoPilot, and Exchange Online (EOL).

MINIMUM REQUIREMENTS

· Associate’s degree in information technology and 2 years’ experience in Information Technology, directly related to Helpdesk support and troubleshooting. OR

· High school diploma and a minimum of 5 years’ experience in Helpdesk and user support.

· CompTIA A+ and Network + certifications preferred.

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