Executive Office Desktop Support Lead

Career Area:
Business Technologies, Digital and Data
Job Description:
Your Work Shapes the World at Caterpillar Inc.
When you join Caterpillar, you're joining a global team who cares not just about the work we do - but also about each other. We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here - we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it.
Senior Onsite IT Support Analyst
Role Definition:
The initial and primary responsibility for this role is IT support for Caterpillar Executive Office (EO) members at the Houston, TX location. Duties include support of Office 365 tools and other software on PCs, Macs, and mobile devices, computer hardware, peripherals, and other office equipment for the Caterpillar Executive Office.
The secondary responsibility of this role initially will be to grow as a leader in the data engineering team, starting with understanding reporting tools and dashboards and growing into a data engineering role.
This role will assist with operational readiness of offices, conference rooms and other workspaces. As subject matter expert for user productivity for the Executive Office personnel, this individual will support the end-to-end process for new product and service delivery in partnership with other IT personnel. This includes requirements definition, testing and deployment activities.
Additionally, this role will be responsible for ensuring Houston office IT services are functioning and to that extent will be the onsite contact to assist enterprise IT service teams (such as networking) with planned upgrades as well as incident resolution. Will provide IT support for facility projects requiring technology and participate as a member of the broader Cat Oil & Gas and Marine (COGMD) IT site support team providing IT site support across other COGMD locations as needed. These activities will be secondary to Executive Office responsibilities.
We are looking for a candidate who already has the expertise under the primary responsibilities of this role but possesses the ability to learn new capabilities and grow into a key engineer in our Data Engineering and Business Intelligence team.
What You Will Do:

• Respond to IT queries either in person, email or over the phone.
• Maintain daily performance of Executive Office computer systems.
• Install, modify, and repair IT hardware and software to include desktop, laptop and printer configurations including software upgrade testing, packaging, imaging, and deployments.
• Maintain a professional level of knowledge of information technology issues, solutions, and advancements in a dynamic environment.
• Train users on new IT features or functions.
• Follow up with customers to ensure issue has been resolved.
• Collect and document functional requirements for new projects or system enhancements.
• Support IT implementation projects - coordinate the delivery of work requests with various globally located Caterpillar IT teams and external partners.
• Consult with Caterpillar Security personnel to ensure full compliance with security objectives.
• Reduce site IT failure points through technology consistency by managing procurement of site IT PC accessories.
• Support operational readiness of offices, conference rooms and other workspaces as needed to ensure that Executive Office meetings are not disrupted due to failures of office equipment (Division All Employee Meetings, Staff Meetings, Dealer and Customer Meetings).
• Develop back-up strategies to ensure operational readiness.
• Investigate innovative technologies and document and develop case for use in Caterpillar.
• Monitor to ensure the scope of services achieve and maintain compliance to national and international standards, as appropriate, and to internal policies, including those relating to sustainability, security, SOX, and IT Internal Controls.
• Lead and/or participate in projects to improve services and support strategic roadmap initiatives with enhanced project schedule quality while managing project risks.
• Partner with global teams, service providers, and BU Partners for delivery business outcomes.

What You Have:

• Strong customer communication skills for understanding technical problems and clearly explaining solutions.
• Strong adaptability, commitment, accountability, initiative, interpersonal skills, and customer focus.
• Must have excellent oral and written language skills and professional demeanor.
• Excellent time management skills and the ability to manage complexities and competing priorities.
• BS Degree in Information Technology or equivalent combination of education and related experience.
• Knowledge of Windows client and servers, Apple OS, Microsoft O365.
• Sound understanding of network protocols particularly TCP/IP and exposure to LAN/WAN technologies.
• Knowledge of IT security systems and protocol.
• Sound knowledge of help desk operations, task-related skills, and knowledge of operating systems.
• Ability to combine judgment, experience, analytic skills, and business knowledge to make sound decisions.
• Advanced problem-solving ability.
• Ability to break down IT complexity and communicate in business terms.
• This position will require that the employee carry a mobile phone.
• Must be able to work off shift/weekends as needed.
• A strong desire to learn new skills, technologies and business processes.

Top Candidates will have:

• Ability to facilitate meetings/technical discussion to achieve participant engagement and desired outcome.
• Ability to lead team on special projects.
• Experience improving processes utilizing industry methodologies such as Lean, 6 Sigma, Agile.
• Knowledge of Caterpillar products, policies, and procedures.
• Ability to facilitate meetings/technical discussion to achieve participant engagement and desired outcome.
• Skillset in PowerBi, Boomi, Snowflake, Cognos or other applicable data tools.

Additional Info:

• Location: Houston, TX
• NO RELOCATION
• 4 days MANDATORY IN OFFICE
• Sponsorship is not available including OPT, H4-EAD. Must be US Citizen or Green Card holder.

What You Will Get:

• Our goal at Caterpillar is for you to have a rewarding career. Our teams are critical to the success of our customers who build a better world.
• Here you earn more than just an hourly wage because we value your performance, we offer a total rewards package that provides day one benefits (medical, dental, vision, RX, and 401K) along with the potential of an annual bonus.
• Additional benefits include paid vacation days and paid holidays (prorated based upon hire date).

About Caterpillar:
Caterpillar Inc. is the world's leading manufacturer of construction and mining equipment, off-highway diesel and natural gas engines, industrial gas turbines and diesel-electric locomotives. For nearly 100 years, we've been helping customers build a better, more sustainable world and are committed and contributing to a reduced-carbon future. Our innovative products and services, backed by our global dealer network, provide exceptional value that helps customers succeed.
Visa Sponsorship is not available for this position. This employer is not currently hiring foreign national applicants that require or will require sponsorship tied to a specific employer, such as, H, L, TN, F, J, E, O. As a global company, Caterpillar offers many job opportunities outside of the U.S which can be found through our employment website at www.caterpillar.com/careers.
Posting Dates:
August 14, 2024 - August 28, 2024
Any offer of employment is conditioned upon the successful completion of a drug screen.
EEO/AA Employer. All qualified individuals - Including minorities, females, veterans and individuals with disabilities - are encouraged to apply.
Not ready to apply? Join our Talent Community .