IT Technician

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)
• Manage ticket management (request, incident, security topics).
• Manage stock on your site.
• Quality
• CMDB maintaining a good quality of the information of the site (IPAM, Computer, Software, equipment)
• Work toward compliance, 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

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.

Key Performance Indicator (KPI)

• Response and resolution time for every ITSD ticket
• Dashboard on PC compliancy
• Dashboard on hardware asset management