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Professional Support Specialist

Location:

Hagerstown, MD, US, 21742

Position Type: Professional

Transport is at the core of modern society. Imagine using your expertise to shape sustainable transport solutions for the future? If you seek to make a difference on a global scale, working with next-gen technologies and the sharpest collaborative teams, then we could be a perfect match.

Who we are

Infrastructure and Onsite Services (IOS) is a global unit with approximately 1200 employees and consultants in most of Volvo Group’s locations. The mission of the IOS unit is to enable digitalization through the end-user and IT infrastructure services, ensuring that Volvo businesses are provided with the right end-user tools and services at the agreed quality at an optimal cost. At factories, warehouses, and small sites, IOS also facilitates infrastructure demand liaison and delivery execution for IT services through local presence and in partnership with global providers.

What you will do

The Professional Support Specialist is the local representation of the Infrastructure and Onsite Services group (IOS) in the Volvo Group Trucks facility in Hagerstown, MD. Working with regional and global colleagues to deliver application support and new, upgraded infrastructure for business solutions is critical in this role. This includes but is not limited to, hosting platforms (typically x86), Windows OS, LAN (wired and wireless), Windows enterprise client solutions for office and factory, personal mobility, and specialized factory devices such as bar code scanners, forklift mounted hardware and specialized printing technology. These technologies are highly standardized and are conducted according to standard processes and methodologies. According to Standard Operating Environment (SOE) specifications, most server and network hardware are configured typically throughout Volvo’s global network.

Key Responsibilities

• Support critical production applications and IT infrastructure solutions.

• Drive the identification and escalation of problems in supported services and solutions.

• Secure preventive maintenance and pre-checks to keep the quality of services.

• Follow cyber-security requirements and raise security issues discovered.

• Contribute to knowledge management and the documentation of errors and known workaround.

• Execute time-critical support of industrial IT solutions.

• Collaborate with global support technicians and local cross-functional groups in troubleshooting Infrastructure and end-user problems, using all available resources such as personal skills, vendor documentation, and online knowledge bases.

• Use delegated authority from global operations teams to manage local infrastructure solutions.

• Provide continual communication/feedback to end-users to understand their requirements and set the appropriate expectations.

• Install and configure Client systems (Hardware, software, applications, communications, printers, and peripherals)

• Install, configure, and support various handheld barcode scanning devices.

• Install, configure, and support specialized thermal and laser printers.

• Perform scheduled/unscheduled upgrades to IT devices to maintain a safe & secure network due to O/S vulnerabilities and virus outbreaks.

• Image & configure new and existing machines to end-user expectations.

• Deploy new computers to end-users by transporting equipment via handcart and personal/company vehicle, which involves lifting to 50 lbs.

• Ability to produce documentation for Knowledgebase solutions

• Rotational on-call support.

• Participate in global projects that impact the local business, as needed.

This position performs analytical, technical, and administrative work to support local and remote end-users and production lines. Additionally, this position utilizes global processes to achieve the results. The IOS goal is to achieve total end-user satisfaction for technical issues by possessing exceptional customer service skills, willingness to travel & work overtime, and, most importantly, working as a team.

Expected Schedule:

• Work hours are from 3:30 pm to 11:30 pm (2nd shift).

• Depending on business conditions/demand, working hours of the daily shift may change, and work on weekends or other shifts can be required.

• On the Job training for the first 3-6 months on the 1st shift (7 am – 3 pm).

Who are you?

Do you dream big? We do too, and we are excited to grow together. In this role, you will bring:

• 5+ years of IT experience, including business applications, infrastructure, and end-user support.

• 2+ years of experience supporting a fast-paced manufacturing/industrial environment.

• Advance knowledge supporting the following technologies:

• PCs, Laptops, Printers, Bar Code Scanners

• Windows OS (2010 or higher versions)

• Microsoft Office (365 or higher versions)

• Industrial applications (Manufacturing, Supply Chain)

• Lean Manufacturing / Continuous improvement mindset for business value creation through the implementation of new IT solutions, automation, process standardization, quality checklists, etc.

• Excellent Problem-Solving skills with a focus on eliminating IT issues repetition.

• ITIL intermediate knowledge/experience.

• Agile Framework and Product Management.

Desirable Competencies/Certificates

• Volvo dedicated business applications for factories such as ECS (Execution Control System), VD (Virtual Device), GASS (Global Assembly Steering System), etc.

• Intermediate Project Management skills.

• IIoT – ThingWorxs Platform

Certificates

• Microsoft Power Tools (PowerBI, PowerApps, Power Automation)

• CompTIA A• ITIL V4 Foundation

• SCRUM Master Certificate (PS1)

• Scaled Agile Framework (SAFe)

• Cisco CCNA

Education Required

Bachelor’s degree in computer information systems or equivalent work experience.

What’s in it for you?

We offer a solid package of compensation and benefits, plus you will enjoy:

• Great work life balance including generous paid time off benefits

• Competitive base salary as well as eligible for annual company bonus

• Comprehensive group health benefits package

• Excellent 401(K) with company match as well as additional contribution percentage

• Tuition Reimbursement Program

Ready for the next move?

Are you excited to bring your skills and disruptive ideas to the table? We can’t wait to hear from you. Apply today!

We value your data privacy and therefore do not accept applications via mail.

Who we are and what we believe in

Our focus on Inclusion, Diversity, and Equity allows each of us the opportunity to bring our full authentic self to work and thrive by providing a safe and supportive environment, free of harassment and discrimination. We are committed to removing the barriers to entry, which is why we ask that even if you feel you may not meet every qualification on the job description, please apply and let us decide. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Applying to this job offers you the opportunity to join Volvo Group. Every day, across the globe, our trucks, buses, engines, construction equipment, financial services, and solutions make modern life possible. We are almost 100,000 people empowered to shape the future landscape of efficient, safe and sustainable transport solutions. Fulfilling our mission creates countless career opportunities for talents with sharp minds and passion across the group’s leading brands and entities.

Group Digital & IT is the hub for digital development within Volvo Group. Imagine yourself working with cutting-edge technologies in a global team, represented in more than 30 countries. We are dedicated to leading the way of tomorrow’s transport solutions, guided by a strong customer mindset and high level of curiosity, both as individuals and as a team. Here, you will thrive in your career in an environment where your voice is heard and your ideas matter.

Job Category: Information Technology

Organization: Group Digital & IT

Travel Required: Occasional Travel

Requisition ID: 8346

View All Jobs (https://jobs.volvogroup.com/?locale=en_US)

Do we share the same aspirations?

Every day, Volvo Group products and services ensure that people have food on the table, children arrive safely at school and roads and buildings can be constructed. Looking ahead, we are committed to driving the transition to sustainable and safe transport, mobility and infrastructure solutions toward a net-zero society.

Joining Volvo Group, you will work with some of the world’s most iconic brands and be part of a global and leading industrial company that is harnessing automated driving, electromobility and connectivity.

Our people are passionate about what they do, they aim for high performance and thrive on teamwork and learning. Everyday life at Volvo is defined by a climate of support, care and mutual respect.

If you aspire to grow and make an impact, join us on our journey to create a better and more resilient society for the coming generations.

Nearest Major Market: Hagerstown