IT Onsite Support Specialist

About the role

The role involves assisting with Digital Workplace-related systems and Operational Technology at the location. It also includes migration from previous systems to Essity's business, IT, and manufacturing ecosystem. The position is ideal for someone living in the Dover, Delaware area.

Responsibilities

• Support managing local servers and networks in collaboration with global IT teams.
• Process and take ownership of tickets from customers.
• Monitor onsite systems to ensure optimal operation, address any occurring performance issues, and prevent issues by working proactively.
• Manage the installation and replacement of end user IT workplace equipment (PCs, smartphones, printers, collaboration tools) as required.
• Administer IT assets (hardware and software), facilitate training and education for users in relation to the supported services and solutions.
• Ensure (internal and external) that audit requirements are fulfilled.
• Independently diagnose and troubleshoot technical issues efficiently, ensuring minimal disruption to operations.
• Ensure documentation of processes, issues, resolutions, and system configurations accurately and in the standard agreed IT tools.
• Follow IT security protocols, company IT compliance standards, and IT operational processes (i.e., Incidents reporting, time reporting).
• Participate in On-Call rotation for 24/7 support where required.
• Ability to lift to 50 pounds.
• Ability to travel between local support sites and support remotely at other locations, if necessary.

Requirements

• 3-5 years of relevant work experience.
• Bachelor degree or equivalent certifications/experience in relevant field.
• Strong oral communication skills to gather information from employees and explain complex technical concepts in simple language.
• Analytical and problem-solving skills to troubleshoot and diagnose issues.
• Observational skills to recognize warning signs that indicate potential problems.
• Customer service skills to interact professionally and positively with stakeholders, employees, and coworkers.
• Organization skills to help maintain work space efficiency.
• Willingness to lead and work with project teams.
• Knowledge or experience of commonly used Essity software, hardware, and applications (Office and relevant factory systems).
• Proven experience with IT Service Management tools and ticketing systems.
• Experience in managing IT assets, including hardware and software inventory, licensing, and maintenance tracking.
• Very good understanding of IT security principles, including firewalls, antivirus software, encryption, and secure password management.
• Familiarity with cloud platforms and collaboration tools.

Qualifications

Essity is an equal opportunity employer and provides reasonable accommodations to qualified individuals with disabilities. Please contact EssityHRNorthAmerica@essity.com for reasonable accommodation requests.