IT Support Associate - Level III

IT Support Associate - Level III

We are looking for a talented IT Support Associate - Level III to join our team specializing in Systems/Information Technology for our Cummins Inc. facility in Rocky Mount, NC.

In this role, you will make an impact in the following ways:

Ensure System Reliability - By providing operational support and monitoring IT resources, you'll maintain high availability and accuracy for end users, minimizing downtime and disruptions.

Drive Efficiency - Your ability to troubleshoot and resolve hardware/software issues quickly will streamline workflows and reduce delays across the organization.

Empower Others Through Coaching - By mentoring and training less experienced IT Support Associates, you'll build team capability and foster a culture of continuous learning.

Enhance Collaboration - Working closely with peers and other departments ensures smooth communication and alignment on IT priorities, improving overall service delivery.

Improve Processes - Creating and maintaining clear documentation and standards will help establish consistency, reduce errors, and support scalability for future growth.

Strengthen Problem-Solving Culture - Encouraging root cause analysis for recurring issues will lead to long-term solutions, reducing repetitive incidents and improving system stability.

Deliver Exceptional End-User Support - Using the Incident Management system effectively ensures timely resolution of requests and transparent tracking of actions, boosting user satisfaction.

Adapt and Contribute Beyond Core Duties - Assisting with additional IT responsibilities demonstrates flexibility and commitment, making you a trusted resource for critical initiatives.

Responsibilities

To be successful in this role you will need the following:

Action-Oriented Mindset

Approach new challenges and urgent issues with energy and enthusiasm.

Be proactive in identifying opportunities to improve IT support processes.

Stakeholder Balance

Understand and anticipate the needs of end users, IT leadership, and cross-functional teams.

Prioritize tasks effectively when multiple stakeholders have competing demands.

Strong Collaboration

Build partnerships with peers and other departments to resolve issues quickly.

Share knowledge openly and support team goals.

Effective Communication

Tailor your communication style for different audiences (technical vs. non-technical).

Use clear, concise updates in Incident Management logs and when training associates.

Decision Quality

Make timely, well-informed decisions to keep systems operational.

Use data and documented processes to guide troubleshooting and problem resolution.

Accountability

Own your commitments and follow through on assigned incidents and projects.

Hold others accountable when coaching or mentoring less experienced associates.

Complexity Management

Analyze large amounts of information to diagnose issues accurately.

Apply structured problem-solving techniques to identify root causes and prevent recurrence.

Process Optimization

Continuously improve IT support workflows and documentation.

Leverage Incident Management data to identify trends and optimize resolution times.

Situational Adaptability

Adjust your approach based on urgency, stakeholder needs, and evolving priorities.

Stay calm and flexible during high-pressure incidents.

Technical & Analytical Skills

Master Incident Management tools for logging, tracking, and reporting.

Apply systematic troubleshooting and root cause analysis using industry-standard methodologies.

Inclusion & Diversity Awareness

Value different perspectives when collaborating and problem-solving.

Foster an environment where all team members feel respected and heard.

Education, Licenses, Certifications:

High school diploma, certificate of completion of secondary education, or equivalent experience (to the extent such experience meets applicable regulations) required. Associate Degree, relevant industry training, certification or equivalent experience preferred. This position may require licensing for compliance with export controls or sanctions regulations.

Experience:

Requires significant relevant work experience or specialized skills obtained through education, training or on-the-job experience.

Qualifications

Helps maintain and support the Manufacturing Execution Systems (MES) throughout the plant

Works with cross-functional groups to triage issues and drive resolutions

Demonstrates sound knowledge of commonly used systems and devices in the manufacturing process

Demonstrates proficiency with Java, Python, Ignition, UI development & other common languages best practices

Able to properly document solutions in functional and management summary styles

Able to design & develop custom software solutions with minimal supervision to meet established deadlines & goals