IT Support Associate - Level III

DESCRIPTION

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:

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

Assist project managers and application owners in understanding and documenting application functionality and process flows. Serves as a support resource on projects and work assignments. Supports the management of small portions of well defined projects.

The ideal candidate will be curious, detail‑oriented, and capable of breaking down application functionality to support application owners/project managers in solution mapping, issue analysis, and requirement understanding.

Technical Skills:

Good understanding of at least one programming language.

Knowledge of database concepts and query languages (SQL)

Exposure to or basic understanding of Agile frameworks and related tools is a plus.

Job Systems/Information Technology

Organization Cummins Inc.

Role Category On-site with Flexibility

Job Type Office

ReqID 2426274

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 to know your rights on workplace discrimination.