IT Support Associate - Level IV

Role Overview: As an IT Support Associate Level IV, you will work independently to provide advanced operational support across IT systems and services, ensuring high availability, efficiency, and accuracy for end users. Your responsibilities will include mentoring junior associates, managing vendor relationships, and driving continuous improvement initiatives. Collaboration across teams and regions will be essential to deliver seamless IT support and project execution. Key Responsibilities: - Manage HOS operations for IMAC (Install, Move, Add, Change) by coordinating with business stakeholders. - Ensure SLA performance remains consistently above 90% by working closely with suppliers. - Lead and manage projects, ensuring adherence to timelines and deliverables. - Maintain strong supplier relationships through regular engagement. - Represent the region in Global Service Operations (GSO) meetings and forums. - Oversee the complete lifecycle of EUC devices and peripherals from procurement to disposal. - Collaborate with EUC support teams for timely procurement and deployment. - Provide operational updates in relevant forums and ensure financials align with Annual Operating Plan (AOP). - Perform IT production support and troubleshoot hardware/software issues independently. - Install, configure, and resolve IT hardware/application issues. - Use Incident Management systems to track and resolve user-reported issues. - Analyze data to identify trends and implement corrective actions. - Coach and mentor junior IT support associates and contract resources. - Champion Six Sigma methodologies to improve service delivery and reduce costs. - Identify and implement service improvement opportunities. Qualifications Required: - 3+ years of hands-on IT support experience. - Proficiency in Microsoft Office Suite. - Strong problem-solving and troubleshooting skills. - Experience managing vendors and coordinating across teams. - Ability to work independently and lead small projects. - Familiarity with IT lifecycle management and procurement processes. - High School Diploma or equivalent required. - Associate Degree or relevant industry certifications preferred. - ITIL knowledge or certification is desirable. Organization Details: Cummins Inc. is the company associated with this job opportunity.,