Customer IT Support Specialist II

Innovate to solve the world's most important challenges

Honeywell is a Fortune 100 company that invents and manufactures technologies to address critical challenges linked to global macrotrends such as safety, security, productivity, global urbanization and energy. With approximately 129,000 employees worldwide, including more than 19,000 engineers and scientists, Honeywell has an unrelenting focus on quality, delivery, value, and technology in everything they make and do. Honeywell has been named a Top 100 Global Innovator for seven years in a row, recognizing the company's global reach of portfolio and invention influence.

In Kansas City, Honeywell Federal Manufacturing & Technologies (FM&T) manages and operates the U.S. Department of Energy/National Nuclear Security Administration's (NNSA) Kansas City National Security Campus. This state-of-the-art engineering, manufacturing and sourcing facility produces a wide array of intricate components to deliver trusted national security products and government services primarily for the NNSA. Honeywell FM&T's culture of integrity, commitment and continuous improvement enables them to deliver responsive, collaborative and innovative management and technology services and products that translate into cutting edge solutions to complex national security issues.

***This position will be located in Kansas City, MO***

Summary of Duties:

• Primary responsibility is to monitor and respond to alerts coming from the SolarWinds Orion platform
• Work with other technical SMEs to resolve or adjust existing alerts as well as configure new alerts
• Performs customer support, training, and troubleshooting activities for SolarWinds monitoring solutions that require complex technologies or interactions with other IT personnel or vendors
• Create and work monitoring related support tickets, transfers issues that require more detailed analysis to more experienced personnel by providing technical details of work performed
• May receive escalated customer inquiries regarding complex computer-related problems and/or services
• Notifies customers or team members when problems have been resolved and closes log entire
• Interacts with customers, troubleshoots and resolves problems related to hardware, software and/or process to the customers' satisfaction
• May have responsibility for performing periodic audits with both internal and external examiners
• Executes customer support tasks and assignments given by more senior personnel
• Arranges for assistance from others for highly complex technical support areas
• Organizes and conducts training activities required for monitoring related services in support of customer needs including creation of new alerts and dashboards
• Conducts activities in a safe and healthy manner and works in accordance with established HS&E requirements to ensure the protection of employees, the public, and the environment. Takes actions necessary to stop work when an unsafe condition or action is identified. Every employee has the right and responsibility to stop work when unsafe conditions or actions are identified
• May perform other duties as required

You Must Have:

• Bachelors degree in a computer-related field or at least 3 years of related information technology work experience
• US Citizenship needed to obtain and maintain required US Dept of Energy ""Q"" level security clearance
• Demonstrated experience with desktop computer troubleshooting, customer support, and group/vendor interaction to resolve technical IT issues pertaining to end user systems
• Experienced professional with preferably more than 3 years of practical experience in complex desktop support of a Windows environment

We Value:

• Ability to use desktop computer hardware and software knowledge and experience to assess, diagnose, and correct problems for customers
• Some positions within this classification may require unique computer skills
• Good interpersonal and customer-service skills
• Practical Experience in SolarWinds or other monitoring solution
• Ability to work under minimal supervision, with latitude for independent action and decision making

FMT2021

• JOB ID: req334860
• Category: Information Technology
• Location: 14520 Botts Road,Kansas City,Missouri,64147,United States
• Nonexempt
• Must have or be eligible for a security clearance due to contractual requirements.

Honeywell is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status.