Desktop Support Technician

Job title: IT Remote Desktop Support Technician
100% Onsite: 8750 Hague Rd Indianapolis IN 46256
ASAP start once BGV clears

Cognizant / Allegion plc

Top 3 Qualifications:
1. Microsoft Windows Operating Systems (Windows 10 Windows 11) Apple OSX Linux Ubuntu
2. Microsoft Office Suites () Office 365 and Microsoft Software (SharePoint Teams Visio)
3. PC Hardware troubleshooting and Experience with serialbased technologies (PLCs scanners printers).

Job summary
IT Remote Desktop Support will provide Remote IT support services for assigned Allegion facilities. This role focuses on improving support methodologies for manufacturing support in labor reduction cost reduction security reliability key feature and technological improvements and integrations standardization M&A integrations. Support of this site includes regular day hours Monday through Friday and off hours support is required from time to time. Primary accountabilities include.

Experience: 4 to 8 Yrs
Required Skills: Desktop Management MAC Desktop Support Remote
Shift: Day

Primary accountabilities include:
Be empowered and accountable in providing advanced technical support and resolutions at a 3rd level to exceed enduser expectations per Service Level Agreement metrics.
Demonstrate independent troubleshooting and decisive problem solving.
Actively participate in assigned projects to drive operational and/or IT improvements.
Perform root cause analysis to eliminate reoccurring incidents.
Provide immediate technical support and resolutions for highly complex environments (i.e. shop floor) after business hours as necessary.
Participate in the creation and reinforcement of standards for Field Services.
Work with cross functional teams in support of project initiatives in defining the IT support scope.
Follow and promote defined ITIL procedures.
Assist with support of network server and business infrastructure.
Vet and define proposed shop floor processes in compliance with Allegion Networking and Security policies and standards.
Install technology hardware and software that fulfill project requirements according to standards or requirements.
Perform other assigned operational duties.

Minimum Qualifications:
A minimum of 36 years work experience supporting Manufacturing and Warehouse environments specifically a high level functional and technical working knowledge of Microsoft Windows Operating Systems (Windows 10 Windows 11) Apple OSX Linux Ubuntu Microsoft Office Suites () Office 365 and Microsoft Software (SharePoint Teams Visio).
Mobile environment operating systems; Apple iOS. Android Windows CE.
Must have outstanding and highly professional verbal and written communications skills and effective at communicating highly technical issues in a nontechnical manner considerate of each customers focus and priority.
Experience with PC Hardware troubleshooting
Experience with serialbased technologies (PLCs scanners printers).
Experience with handheld scanners.
Basic AudioVisual Support
Experience supporting label laser and multifunction printing.
Broad technical IT knowledge and awareness of industry trends.
Operational Excellence Root Cause Analysis process risk reduction security and controls change management.
Advanced troubleshooting skills.
Relationship management and conflict resolution management.
Experience with telephony technologies.
Exposure to broad spectrum of IT applications and IT architecture.
Working in cross functional teams and the ability to work as part of a virtual team.
Ability to multitask and prioritize effectively.
Candidate must be a selfmotivated problem solver operating with limited supervision to help achieve goals for a global team.
Onsite position
Degree in computer science for IT or related.
Network certification nice to have.