IT Technician

Job Summary:

The Local IT Technician provides support to users in our plant and managing L1 tickets and is involved on some projects helping project managers.

Job Responsibilities & Tasks:

• Manage production and operations technical services

• Install or repair computers with standardized applications and networking software, diagnosing and solving problems that develop in their operations.

• Install and configure local area data communications networks which may carry data, voice and video communications following organization standards.

• Manage server’s system and VoIP following the technical plans.

• Install, troubleshoot and support various printers – HP and Zebra

• Install, troubleshoot and support Axel (Thin Client) units

• Create and Maintain Standard Operating Procedures/Documentation

• Maintain a high level of customer service

• Respond to user questions and explain the operation of network applications and equipment.

• Train and interact with end-users and training on equipment, software, process etc.

• Capacity to take over other site’s issues (NYC, Nampa or BEL sites)

• Maintaining a good ticket management (request, incident, security topics).

• Managing stock on your site.

• Quality

• CMDB maintaining a good quality of the information of the site (IPAM, Computer, Software, equipment)

• Work toward compliancy, conformity, and IT hygiene: AD object, Computer update, CMDB CI Computer, Renewal computer.

• Backlog quality: Provide the services and solve the incidents respecting the defined service level agreements

• All other duties as assigned

Key Performance Indicator (KPI):

Response and resolution time for every ITSD ticket

Dashboard on PC compliancy
Dashboard on hardware asset management

Position Requirements:

EDUCATION

• Associate degree in IT or Computer Science minimum required.

EXPERIENCE

• 3 + Years of information Systems Experience supporting general help desk

• Prior Manufacturing experience is a plus but not required

• Prior Food industry experience is a plus but not required

SKILLS

• Team player with the ability to learn quickly, stay organized and highly motivated

• Excellent written and verbal communication skills

• Experience with standard office tools: Microsoft Office, Windows, Acrobat, etc.

• Prior experience with Cisco switches/VoIP/Wi-Fi is a plus.

• Experience with Ivanti is a plus.

• Experience with Office@Hand is a plus.

• Ticket System ServiceNow experience is a plus.

• Experience or sensitivity on security is a real plus.

• Ability to work in matrix environment with minimal supervision.

PHYSICAL & TRAVEL REQUIREMENTS

• Must be able to work in normal office conditions and in the manufacturing plant.

• Must be able to work a minimum of 8 hours per day and be on his/her feet for extended periods of time.

• Must be able to lift up to 40 lbs.