DESCRIPTION

The IT Support Associate – Level IV works independently to deliver advanced IT and Manufacturing IT (MFG IT) operational support, ensuring system availability, efficiency, and reliability while mentoring junior associates and driving continuous improvement across services.

Key Responsibilities Manufacturing IT (MFG IT) Services

Incident Management – End-User Support

• Provide end-user IT support across Cummins Manufacturing locations in the India region.
• Create, troubleshoot, monitor, and resolve incidents through closure.
• Diagnose and resolve hardware, software, compliance tools (Antivirus, Tanium, SOTI, Macrium, WSUS), and first-level network issues.
• Deliver remote or onsite support and ensure user confirmation before incident closure.
• Create and maintain SOPs and technical documentation for recurring issues.

Service Request Management

• Deploy, configure, reassign, and surrender manufacturing devices as per approved requests.
• Perform OS installation, compliance tool setup, and device configuration.
• Coordinate backups, formatting, asset validation, and redeployment.
• Manage hardware logistics including depot operations, inventory updates, shipments, NPDN creation, and e-way bill processing.

Server & Infrastructure Support

• Support server hardware and hosted applications.
• Lead and coordinate remote teams for server issue resolution.
• Participate in and manage major incident scenarios.

General IT Support

• Provide independent IT production support and troubleshooting.
• Install, configure, and resolve IT hardware and application issues.
• Track and resolve issues using Incident Management tools.
• Analyze support trends and implement corrective and preventive actions.
• Mentor junior associates and contract resources.
• Collaborate with users to recommend appropriate IT hardware solutions.
• Apply Six Sigma methodologies to improve service quality and reduce costs.
• Identify and implement service improvement initiatives.
• Manage vendors and support small IT projects.

Qualifications

• High School Diploma or equivalent required.
• Associate Degree, relevant industry training, or certifications preferred.
• ITIL knowledge or certification desirable.
• MCSE certification preferred.
• Role may require licensing for export control or sanctions compliance.

RESPONSIBILITIES

Core Competencies (One-Line Descriptions)

• Action Oriented: Proactively takes ownership and drives tasks to timely completion.
• Balances Stakeholders: Effectively manages expectations of users, vendors, and internal teams.
• Business Insight: Applies business understanding to align IT solutions with organizational goals.
• Collaborates: Builds strong working relationships across teams and regions.
• Communicates Effectively: Clearly conveys technical information to diverse audiences.
• Cultivates Innovation: Encourages and applies new ideas to improve IT services.
• Decision Quality: Makes timely, data-driven, and well-reasoned decisions.
• Ensures Accountability: Takes responsibility and holds self and others to commitments.
• Manages Complexity: Navigates complex systems and issues to deliver effective solutions.
• Optimizes Work Processes: Continuously improves efficiency, quality, and service delivery.
• Tech Savvy: Adopts and leverages evolving technologies and digital tools.
• Problem Solving: Uses structured approaches to resolve issues and prevent recurrence.
• Values Differences: Respects and leverages diverse perspectives and backgrounds.

QUALIFICATIONS

Qualifications

• High School Diploma or equivalent required.
• Associate Degree, relevant industry training, or certifications preferred.
• ITIL knowledge or certification desirable.
• MCSE certification preferred.
• Role may require licensing for export control or sanctions compliance.

Skills and Experience

• 3+ years of IT support experience in a manufacturing environment.
• Experience with industrial hardware such as Advantech, Zebra, or similar devices.
• Exposure to manufacturing applications like Apriso, QDAS, or equivalent.
• Experience in server support and major incident management.
• Strong troubleshooting, analytical, and problem-solving skills.
• Proficiency in Microsoft Office Suite.
• Experience in vendor management and cross-functional coordination.
• Ability to work independently and lead small initiatives.
• Knowledge of IT asset lifecycle management and procurement processes.

Job Systems/Information Technology

Organization Cummins Inc.

Role Category On-site with Flexibility

Job Type Office

ReqID 2423257

Relocation Package No

100% On-Site No