GTSG Technician II, Technology Support

About the role

Ensures the successful execution and implementation of customized solutions and organizational initiatives by leveraging advanced root cause analysis, reporting, key performance indicators (KPIs), service level agreements (SLAs), internal cross-functional teams, and partner vendor relationships. Leads, manages, and coordinates the delivery of an exceptional customer experience for all information technology services, support, and project deployments. May require coding, programming, and/or integration with external customer technology and systems.

Responsible for the daily management of cost, staffing, equipment inventory, system compliance, safety, and security of organizational resources (hardware, software, automation, and network infrastructure). Provides technical training and development to departmental resources and customers. Actively plans, monitors, and adjusts expenses to meet and exceed financial expectations and organizational metrics. Applies approved principles for evaluating and setting goals and measures to deliver results.

Establishes and maintains professional working relationships with customers through face-to-face engagement, collaboration, and consultative interactions. Utilizes technology to effectively initiate, deploy, and track projects and support services 24x7. Performs technical, analytical, or maintenance work.

Responsibilities

• Lead and manage the delivery of an exceptional customer experience for IT services, support, and project deployments.
• Perform advanced root cause analysis and reporting using KPIs and SLAs.
• Coordinate with internal cross-functional teams and partner vendor relationships.
• Manage daily operations including cost, staffing, equipment inventory, system compliance, safety, and security.
• Provide technical training and development to departmental resources and customers.
• Plan, monitor, and adjust expenses to meet financial expectations and organizational metrics.
• Establish and maintain professional working relationships with customers through collaboration and consultative interactions.
• Utilize technology to initiate, deploy, and track projects and support services 24x7.
• Perform technical, analytical, or maintenance work, including Windows 11 troubleshooting.

Requirements

• Must be a U.S. Citizen or National of the U.S., an alien lawfully admitted for permanent residence, or an alien authorized to work in the U.S. for this employer.
• Reliable transportation is absolutely required.
• Requires working knowledge and skills to perform a defined set of analytical, scientific, or operational processes.
• Applies experience and skills to complete assigned work within own area of expertise.
• Works within standard operating procedures and/or scientific methods.
• Works with a moderate degree of supervision.

Qualifications

Typically, knowledge is gained through a combination of formal education in a vocational or technical degree program and on-the-job training.