IT Technician Support

Bonnell Aluminum is looking for a self-motivated, energetic IT professional with a “can-do” attitude. Ideal candidates will possess integrity, passion and a strong desire to achieve and succeed. The ability to thrive in a changing environment and demonstrate strong time management and prioritization skills is crucial to this position. Must be ready to work as a part of a team and assist wherever needed.

What You’ll Be Responsible For:

Project & Initiative Delivery: 10%

• Maintain working knowledge of IT project initiatives to ensure IT Support Center readiness for supporting project rollout timelines.

Operations, Support & Service Delivery: 80%

• Address any and all customer service issues promptly.
• Adhere to all productivity standards as communicated each week.
• Address and resolves basic incidents and requests; log all incidents and requests; engage other service desk resources or appropriate Information Technology resources to resolve incidents that are beyond the scope of their ability or responsibility
• Create a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude
• Perform root cause analysis on tickets and obtain advanced troubleshooting skills
• Communicate accurate and timely information through Service Interruption Notification process and other notification processes as required
• Ensure end-to-end user experience and provide a single point of contact for the customer.
• Analyze and resolve incidents and requests regarding use of application software or hardware. Log and track incidents and requests from identification through resolution. Follow up with required support staff involved in resolution to ensure incidents are resolved, requests are filled, and the end user communication is complete. Document resolutions and updates self-help and staff knowledge bases
• Constantly increase internal knowledge of current applications and systems which will increase FCR (First Call Resolution) rate for the IT Support Center by leveraging through knowledge base, or other training.
• Contact after hours and on-call support as prescribed by policy and procedure
• Monitor and take appropriate action on operational alerts/tasks that are received via email or visual media and are addressed in a timely and thorough manner in accordance with established processes that are documented in standard operating procedures.

Administrative, Legal, SOX, Compliance: 10%

Provision, maintain, and remove security privileges for end users in accordance with Sarbanes-Oxley and Bonnell Aluminum’s policy and procedures.

What You’ll Need to Have:

• High School diploma required.
• College degree preferred.
• 3 - 4 years of IT Support Center experience preferred
• Customer Service training
• Experience with Service Now a plus required.

It Would Be Great if You Had:

• Hyper-V experience
• Microsoft SQL server administration experience
• AS400 Knowledge
• 5250 Emulation Knowledge
• Familiarity with router and switch configuration, operation, and maintenance, routing protocols, TCP/IP, network management, network analysis, and network security (Meraki Knowledge a Plus)
• Hosted Desktop Experience

What You'll Get in Return:

We're offering multiple opportunities for career development, like mentoring, coaching and stretch assignments, without judgement and prejudice. You have the chance to learn every day, acquire new skills and perspectives through on-the-job experiences.

Who We Are:

Bonnell Aluminum is North America’s premier manufacturer of custom aluminum extrusions. We manufacture mill finish, anodized, painted and thermally broken aluminum extrusions. Our press size ranges from 1,550 to 5,500-tons.

We produce large diameter extrusions requiring high-quality surface finish up to 16 inches in circle size. Fabricators and distributors use our extruded profiles in various applications: curtain walls, storefronts, light to heavy commercial and institutional windows, walkway covers, interior architectural products, photovoltaic panels, solar collectors, heat sinks for L.E.D. lighting, shower enclosures, hurricane protection products, automotive, light trucks, recreational vehicles, and industrial machinery.

We are headquartered in Newnan, Georgia. We have manufacturing operations in Newnan, Georgia; Carthage, Tennessee; Niles, Michigan; Clearfield, Utah; and Elkhart, Indiana.

What You'll Love About Us:

• Components of our Core: SAFETY; INTEGRITY; RESPECT; CELEBRATION; COMMUNICATION; TRUST; DIVERSITY; and ACCOUNTABILITY
• We’re People Leaders
• We provide you with an opportunity to leave a mark and build a legacy. But you won’t do it alone. We support passionate teammates along the way, and our collective, collaborative spirit fuels our incredible progress.
• Competitive Salary
• Medical, Dental, and Vision Benefits
• Flexible and Dependent Care Spending Accounts
• 401(k) Savings Plan Matching
• Vacation Days
• Life Insurance
• Tuition Reimbursement

Who We Are:

Bonnell Aluminum is North America’s premier manufacturer of custom aluminum extrusions. We manufacture mill finish, anodized, painted and thermally broken aluminum extrusions. Our press size ranges from 1,550 to 5,500-tons.

We produce large diameter extrusions requiring high-quality surface finish up to 16 inches in circle size. Fabricators and distributors use our extruded profiles in various applications: curtain walls, storefronts, light to heavy commercial and institutional windows, walkway covers, interior architectural products, photovoltaic panels, solar collectors, heat sinks for L.E.D. lighting, shower enclosures, hurricane protection products, automotive, light trucks, recreational vehicles, and industrial machinery.

We are headquartered in Newnan, Georgia. We have manufacturing operations in Newnan, Georgia; Carthage, Tennessee; Niles, Michigan; Clearfield, Utah; and Elkhart, Indiana.