ABOUT US:

Afton Chemical Corporation is part of the NewMarket Corporation (NYSE: NEU) family of companies, and is one of the largest global suppliers of lubricant additives and offers a broad line of fuel additives worldwide. 

JOB SUMMARY:

Under direction, your primary responsibility will be to provide comprehensive technical support to end-users within the organization. You will play a crucial role in ensuring the smooth operation of IT systems, resolving issues promptly, and contributing to the overall efficiency of the IT department. 

• Leadership Responsibilities:
  • Manage and coordinate the scheduling of shifts for IT technicians, ensuring adequate coverage and optimal resource allocation.
  • Serve as the primary escalation point for complex or critical technical issues, providing guidance and support to team members in resolving these challenges.
  • Act as the primary on-call technician, ensuring availability for emergency technical support outside regular working hours. Take responsibility for handling urgent issues promptly and coordinating with the team if additional resources are needed.
  • Mentor and train junior IT staff, fostering a collaborative and knowledgeable team environment.
  • Lead by example in adherence to company policies, procedures, and best practices.
  • Regularly review and assess team performance, providing constructive feedback and identifying opportunities for professional development.
• Collaborate with management to identify and implement improvements in IT support processes and service delivery. Ticket Management:
  • Create, manage, respond to, and troubleshoot IT support tickets through email, phone, and in-person interactions.
  • Prioritize and resolve tickets based on urgency and impact on business operations.
  • Maintain detailed records of all support requests, actions taken, and resolutions.
•  User Account Management:
  • Unlock user accounts and reset passwords as needed.
  • Ensure security protocols are followed when handling account-related tasks.
  • Provide guidance to users on best practices for account management and security.
•  Asset Management:
  • Responsible for the tracking, distribution, and retrieval of IT assets.
  • Conduct regular audits to ensure accurate records of received and issued assets.
  • Assist in the procurement and disposal of IT hardware and software.
•  Technical Support:
  • Diagnose and troubleshoot hardware, software, and network issues.
  • Collaborate with other IT professionals to escalate and resolve complex problems.
  • Provide on-site technical support when necessary.
•  Communication:
  • Communicate effectively with end-users to gather information and provide updates on the status of their support requests.
  • Collaborate with team members to share knowledge and improve overall support efficiency.
• Imaging and Deployment:
  • Deploy and configure computers, ensuring that they meet organizational standards and user requirements.
• Projects and Duties:
  • Undertake and complete assigned IT projects as needed.
  • Stay current with industry trends and technologies to contribute innovative solutions.
  • Assist in the development and implementation of IT policies and procedures.
•  Documentation:
  • Maintain accurate and up-to-date documentation for troubleshooting procedures, solutions, and configurations.
  • Contribute to the knowledge base to facilitate the resolution of recurring issues.

EDUCATION & EXPERIENCE MINIMUMS:   

• Advanced knowledge of helpdesk responsibilities and processes typically acquired after at least three years in a helpdesk or IT support environment.

EDUCATION & EXPERIENCE PREFERRED:

• Microsoft Certified Professional and/or associate degree in IT or a related field
• Familiarity with ITIL practices

NOTE:  For internal employees, an appropriate combination of experiences that will support the required skill base may replace one or more of the specific experience requirements above.

SKILLS/ABILITIES:

Strong Knowledge in:

• Computer Hardware
• Remote Access Concepts
• Windows Operating Systems, with a focus on Windows 10 & 11
• Microsoft Office Suite (Outlook, Word, Excel, Power Point)
• PC Imaging

Basic Knowledge in:

• Cyber Security Best Practices
• Database and Application Support

Demonstrates a customer-centric approach in both work and work assignments.

Capable of working in a stressful environment.

Able to multitask and maintain focus even in the face of multiple interruptions.

Displays effective oral and written communication skills.

Exhibits adaptability, flexibility, and self-motivation in varying work scenarios.

Capable of making sound decisions and adjusting procedures as needed.

Working at Afton

Who We Are - We're a diverse, global family of individuals, who share a passion for developing innovative solutions. We build our professional relationships on respect, integrity and a commitment to safety and quality. Just as these values apply to our professional relationships, they also apply to the way we feel about our neighbors and communities.

Our Work - At Afton, our innovative R&D programs lead to global growth. Our lubricant and fuel additives are among the most highly developed and widely used in the petroleum industry. Afton is a recognized and trusted supplier of driveline lubricant additives, engine oil additives, fuel additives and industrial lubricant additives.

Benefits / Compensation - We offer competitive compensation and benefit packages that reflect our commitment to our employees. Our employees are our most treasured asset and we have dedicated resources that allow us to reward our employees for their commitment on an ongoing basis - ensuring our compensation packages are competitive in the industry

An Equal Employment Opportunity/Affirmative Action Employer.  All qualified applicants will receive consideration for employment without regard to the individual’s race, color, sex, sexual orientation, gender identity, national origin, religion, age, disability, genetic information, status as a military veteran or any other characteristic protected by applicable law.