Regional IT Support Administrator

Company Overview

 

Grounded by a history that is deeply rooted in innovation, Hexion is a global employer committed to building and protecting the future by producing innovative performance materials. Our materials are the building blocks for critical industries, including construction, agriculture, energy, automotive, and infrastructure protection. Everywhere you look, you will find our materials and people at work to help customers make products that are stronger, safer, and cleaner. When you work for Hexion, you’ll join a team that is committed to operating safely and with integrity to build a more sustainable future for all, our associates, our customers, and the communities where we live and work. 

Position Overview

 

The IT Onsite Support (OSS) Regional Administrator acts as the ‘face of IT’ and provides technical and administrative support to business operations and leads business partner relationships in their responsible region.  The successful candidate will enable end-users and business users to perform their business activities effectively at multiple locations.  You will provide the needed technical, business, and administrative support including but not limited to break-fix, site based projects, execute IT initiatives, hands & eyes, training, vendor coordination, communication, and compliance activities. Additionally, this person provides IT support and administrative functions in coordinating multiple sites. She/He is promoting and enforcing IT policies & standards. 
 

For all activities carried out, the Regional IT Support Administrator receives guidance and tutoring from the IT OSS Regional Manager.  In addition, this role has a ‘dual hat’ to act as the global personal productivity and End User experience leader. 

Job Responsibilities

 

Global Personal Productivity and End User Experience Leader  

• Drive a positive Hexion End User IT experience: 
  • Be, or become an expert with Microsoft and other applications and technologies that end users use every day, staying current with Co-Pilot, AI, Teams, Email, Calendar, Contacts, firewall and authentication and applications that users touch and feel daily. 
  • Be a champion for adoption of best practices; as an example Note summarization from Teams meetings using AI. 
  • Build effective training using Video Scribe, and roll out content across our global user bases. Hold teams-based training sessions, and overall act as white glove support as users reach out for support.  
  • Build relationships with End-Users and act as the voice of the customer.  
  • Promote and encourage adoption of new technologies.  
  • Report /Monitor how effectively people interact with their workplace digital tools allowing them to be engaged, proficient and productive. 
    • Report findings to IT stakeholders. 
  • Act as IT Liaison to Executive Team. 
  • Interact between Managed Service Provider and Hexion End User Community. 
  • Provision equipment to end users and provide training on all new equipment. 
  • Guide and support users on creating incidents/requests, using Knowledge Base, user induction. 
• Act as a Subject Matter Expert for local hardware (servers, routers, switches, access points, etc.) and software and guide dispatch-technicians from various vendors as needed. 
• Support local IT hardware such as workstations, printers and other (small) IT equipment. This consists of image/reimage, break fix/hardware refresh and shipping of IT equipment (to other locations).  May install or rack servers, switches, routers, access points, etc. in coordination with or at the direction of the managed service provider. 
• Provide local hands and eyes services for all local IT Infrastructure for planned and unplanned outages & turnarounds. 
• Assist and support RDS (Remote Desktop Support)/Apps team on local applications. The Regional IT Support Administrator will have detailed knowledge about local IT solutions and will provide guidance for local non-SAP applications. 
• Travel to sites to provide IT support as required (up to an average of 25%) 
• A Regional IT Support Administrator could support other locations outside of their region as required. 
• Associate should expect to be in an on-call rotation. 

IT End User Support Coordination 

• Supports change management for the region with a focus on Service Provider Management. 
• Manages issues and m escalations as well as end-user satisfaction. 
• Assures communication to end users about IT Services including translation if required for IT related announcements. 
• Acts as onsite contact and coordinator for dispatch-technicians, outside vendors and service providers. 
• Assigns tasks and responsibilities t