IT Support Associate - Level II- 2nd shift

DESCRIPTION

We are looking for a talented IT Support Associate - Level II 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:

 Increase operational reliability by ensuring IT systems, hardware, and software remain available, accurate, and efficient for all end users.

 Improve issue resolution speed by diagnosing and troubleshooting technical problems promptly, following established processes to minimize downtime.

 Enhance enduser experience by providing reliable, friendly, and accurate support through the Incident Management system and direct communication.

 Strengthen team performance by collaborating closely with colleagues and escalating issues appropriately to maintain smooth workflow across IT services.

 Contribute to continuous improvement by following documented procedures and identifying potential gaps or opportunities to streamline IT operations.

 Support technology readiness by installing, configuring, or updating IT hardware and applications as needed to keep the environment current and functional.

 Develop the next generation of support talent through oneonone training and knowledge sharing with less experienced associates.

 Help ensure service excellence by understanding and working within SLAs/OLAs to keep service delivery consistent, predictable, and aligned with organizational expectations.

RESPONSIBILITIES

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

 Strong collaboration skills to build productive partnerships, work closely with team members, and contribute effectively to shared objectives—especially when resolving crossfunctional issues.

 Clear, audienceaware communication to explain technical details in a way that different users can understand, ensuring clarity whether speaking with end users, peers, or leadership.

 A customerfocused mindset that prioritizes building rapport, understanding enduser needs, and delivering support solutions that truly work for them.

 High trustworthiness and integrity so customers and teammates feel confident in your guidance, problemsolving decisions, and handling of sensitive information.

 The ability to manage complexity by making sense of high-volume, sometimes conflicting information and using it to diagnose issues effectively and efficiently.

 A process-oriented approach to follow and continuously refine support workflows, ensuring your work is consistent, accurate, and aligned with IT best practices and SLAs/OLAs.

 Commitment to self-development, staying curious, learning new tools, and seeking opportunities to improve both technical skills and service delivery.

 Situational adaptability—the flexibility to shift tone, pace, or troubleshooting approach depending on the urgency, user knowledge level, or evolving technical conditions.

 Effective incident management skills to accurately log, track, and update tickets, ensuring transparency, traceability, and clear documentation for the team.

 Strong troubleshooting abilities to diagnose hardware, software, and application issues using standardized methods that meet customer expectations.

 Structured problem-solving techniques to identify root causes, implement sustainable solutions, prevent recurrence, and help others strengthen their own problem-solving abilities.

 An appreciation for diverse perspectives to recognize the value that different backgrounds, work styles, and experiences bring to better solutions and stronger teamwork.

Education, Licenses, Certifications:

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

Experience:

Requires some work experience or intermediate level knowledge obtained through education, training or on-the-job experience.

QUALIFICATIONS

• Responds to support calls on the shop floor in a manufacturing environment supporting both applications and their related hardware
• Responsible for accurate and timely document and escalation of issues as required
• Able to work in team environments collaboratively and solo on individual assignments
• Interest or experience with application development, support and\or databases a plus
• Related duties as assigned

Job Systems/Information Technology

Organization Cummins Inc.

Role Category On-site with Flexibility

Job Type Office

ReqID 2425080

Relocation Package No

100% On-Site Yes

Due to the operational nature and specific job duties of this role, work is required to be completed 100% in person/On-site.

Cummins and E-Verify

At Cummins, we are an equal opportunity and affirmative action employer dedicated to diversity in the workplace. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, gender, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity and/or expression, or other status protected by law. Cummins validates the right to work using E-Verify and will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization. Visit http://EEOC.gov to know your rights on workplace discrimination.