Position: IT Technician 2
Location: Davidson, NC, 28036
Duration: 12 Months
Job Type: Contract
Work Type: Onsite
Pay Rate: $28.05-28.05/Hourly/W2
Job Description:
- IT Service Operations Senior Support Partner will provide tier III level IT partnership for internal employees implementing, maintaining, and enhancing IT infrastructure. This includes providing technical support, ensuring world-class customer satisfaction, adherence to company policies, and enforcing company standards.
- The candidate will have the opportunity to work alongside Executive Leadership Teams.
- Through utilizing ITLT best practices and our ServiceNow platform this position focuses on technology support and deployment of computers, tablets, mobile devices, printers, applications, and handheld scanners. This includes asset management for hardware devices. This role will also participate in IT-related projects and deployments as needed.
- Candidates are required to be onsite in the Davidson campus during normal business hours, as well as occasional after-hours support.
Responsibilities:
- Technical endpoint support of computers, tablets, mobile devices, printers,handheld scanners, and peripherals
- Maintain client hardware lifecycle and asset management activities
- Provide partnership and support for IT-related projects
- Complete minor and major incident management
- Support application and emerging technology deployment support
- Fulfill hardware and software requests
- Provide employee training related to employee-used hardware and IT processes
- Partner with teams on providing continuous improvement, MDI, and lean thinking to IT processes, tools, and services
- Support technical solutions and ensure reliable, secure client endpoint devices.
- Ensure that all internal customer inquiries and issues are solved correctly and in a prompt and professional manner.
- Partner with our business partners in projects and M&A activities to solve and support the proper strategically secure client endpoint solution per the business’s needs.
- Coaches and trains new IT Service Operations Specialist
- Key stakeholders in Lean activities
- Participates in enterprise root cause analysis and solutions
Additional Responsibilities:
- Provide IT support to Executive Leadership Teams, ensuring all technical issues are resolved promptly and efficiently
- Set up and maintain Executive Leadership Teams computers, ensuring all necessary software and hardware are up-to-date and functioning correctly
- Assist with the setup and support of video conferencing systems, ensuring seamless virtual meetings and presentations
- Manage and support Executive Leadership Teams mobile devices, including iOS smartphones and tablets, ensuring secure and efficient operation
- Maintain a high level of confidentiality and professionalism while handling sensitive information and executive communications
- Provide first-line technical partnership for our Executive Leaders, their Executive Assistants, and the Advance Manufacturing Team
- Take ownership of IT-related questions, issues, and requests for our Executive Leaders, their Executive Assistants and the Advance Manufacturing Team
- Occasional travel with the Executive Leadership Teams to support applications and IT infrastructure
- Collaborate with the Advance Manufacturing Team to assist with the implementation and integration of IT initiatives related to Infrastructure
- Represent IT Service Operations as the technical liaison to the Advance Manufacturing Team
- Ensure Advance Manufacturing Team initiatives are aligned with current IT initiatives and security posture
- Create standard work for IT Support Partners regarding the IT solutions coming from the Advance Manufacturing Team.
Ideal Qualifications and Competencies:
- Bachelor’s or Associate degree in a related IT technical field
- 10+ years of experience in IT support, with preferably 3-5 years supporting executive or senior management teams
- Experience with the ServiceNow platform
- Experience with supporting shop floor systems & hardware
- Experience with Linux operating systems
- Possess an open and innovative mindset with the ability to see opportunities while evaluating challenges
- Complete Lean 101 & Lean 102 or equivalent training within 1 year of starting the position
- Demonstrate
- Ability to demonstrate outstanding customer service skills
- Demonstrate excellent oral and written communication skills
- Ability to demonstrate strong interpersonal skills
- Work Independently with minimal supervision
- Must have a strong, self-driven personality focused on learning, solutions and customer service
- Ability to diagnose and troubleshoot client devices including computers, tablets, mobile devices, printers, handheld scanners, applications, and other employee-based technologies
- Ability to demonstrate strong organizational skills
- Excellent problem-solving and critical thinking skills
- Ability to follow documentation procedures
- Ability to demonstrate strong remote troubleshooting support skills
- Ability to evaluate priorities and drive effective time management
