IT Support Technician

Job Description

JOB SUMMARY

Provide technical support to end-users for PC, server, hardware, or software applications.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

·          Load & verify software packages.
·          Support any resource on projects as assigned.
·          Troubleshoot and resolve end user issues.
·          Install & configure PC/Peripherals.
·          Follow all corporate, regional and local ISS & Site policy.
·          Resolve site level Incident management.
·          Populate knowledge Database & Configuration Management Database where appropriate.
·          Information Technology Infrastructure Library knowledge.
·          Emphasize management of queues, and adherence to Service Level Agreement/Key Performance Indicators.
·          Install and Configure PCs (Ghost).
·          Troubleshoot basic issues with scanners (MES/SAP RF).
·          Administer the PBX (re-enabling and creating phones).
·          Provide Support via phone for offsite users.
·          Purchase software and hardware via the P.O. Process.
·          Administer user accounts via Bind View. (Use of AD).
·          Provide Maintenance and Support of Audio Visual equipment.
·          Perform basic level of support for users on IT baseline apps.
·          Following all procedures around the ISS security policy.
·          Responsible for monitoring the Service Desk system queue and resolve tickets in a timely manner.
·          End user technical assistance.
·          Installs, identifies, and repairs hardware and peripheral components such as monitors, keyboards, printers, and disk drives.
·          Loads and verifies correct operation of software packages.
·          Troubleshoots and resolves end user problems and ensures correct operation of personal computers.
·          Simulates or recreates user problems to resolve operating difficulties.
·          Maintains inventory of computer parts and lo of all repairs/service performed.
·          Provides training and technical assistance to users.
·          Safety and health rules and regulations associated with this position and as directed by supervisor.
·          Participate in the exchange of ideas and information within the department.
·          Ask questions; encourage input from team members.
·          Provide regular updates to appropriate managers.
·          Identify creative ways to reduce cost by streamlining processes and systems (i.e. modification of responsibilities or consolidation of tasks, elimination of non-value added processes, or complete re-engineering of processes and systems).
·          Drive continuous improvement through trend reporting analysis and metrics management.
·          Assure that procedures and work instructions are efficient and not redundant.
·          Offer new ideas and suggestions for improvement. Identify and implement new practices and processes.
·          Demonstrate a commitment to customer service; anticipate, meet and exceed expectations by solving problems quickly and effectively; making customer issues a priority.
·          Confer with reporting manager on complex or unusual situations.
·          Establish new measurement systems if/where possible.
·          Exchange knowledge and information with other Jabil facilities to ensure best practices are shared throughout the Jabil organization.
·          Ensure 100% adherence to all company policies and procedures (i.e. Health, Safety and Quality)
·          Maintain discretion and confidentiality in all areas pertaining to data and proprietary information, whether internal to Jabil or customer specific.
·          Interpret a variety of instructions furnished in written, oral, diagram or schedule form.
·          Maintain discretion and confidentiality in all areas pertaining to the IT systems.
·          Understand and embrace the business and IT strategic direction.
·          Adhere to all safety and health rules and regulations associated with this position and as directed by supervisor.
·          Comply and follow all procedures within the company security policy.

EDUCATION AND MINIMUM REQUIREMENTS

High School diploma and one year of experience OR an equivalent combination of education and experience.

A+ certification preferred

Knowledge of all Microsoft applications/utilities.

 

Accessibility Accommodation

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