Overview

As the IT Technical Specialist within IVC’s Information Technology team, this individual plays an important role working closely with the business and across the Information Technology organization to support the helpdesk and desk side support services. In summary this position: Supports, manages, designs, plans and maintains helpdesk and deskside support services. Responsible for local systems infrastructure including planning, implementation and integration, and technical services and support. Installs, maintains, and administers infrastructure including hardware, software, and various configurations. Deploys systems based on business/user requirements.

Responsibilities

• Periodic inspections of assigned helpdesk and deskside services to ensure policies are being upheld.
• Responsible for management of helpdesk and deskside services operation service levels, and IVC owned inventory.
• Plans and coordinates with various cross-functional teams and vendors to ensure desktop/deskside technology standards are adhered to implemented, and present and future capacity/scalability needs are met.
• Performs maintenance on existing operating systems and hardware.
• Acts as a resource for system escalation issues.
• Investigates and resolves system problems and performance issues.
• Schedules and coordinates installation and maintenance of software/hardware, and necessary communication.
• Performs initial root cause analysis on failed components, implements corrective measures and escalates appropriately.
• Responsible for following company specific systems engineering standards.
• Responsible for floor space allocations and related rack and rack peripheral infrastructure build out to accommodate hardware installations and moves.
• Plans and coordinates with various cross-functional teams and vendors to ensure present and future capacity/scalability. infrastructure build out to accommodate hardware installations and moves.
• Leads and plans new helpdesk and deskside services projects.
• Oversees the coordination of helpdesk and deskside services space allocation and layout.
• Point of contact for all IT related activities for supported site.
• Involved in developing, modifying and executing helpdesk and deskside services policies, processes and standards that affect immediate operation(s) and may also have company-wide affect.
• Arranges for or provides training to staff.
• Advanced troubleshooting skills with current versions of relevant technology

Qualifications

Education: 5 - 8 years of relevant experience or equivalent combination of education and work experience.

Skills & Knowledge: Advanced Knowledge of helpdesk and deskside services methodologies, project management, analytical/problem solving skills and relevant administration and technology skills.

• Extensive experience providing helpdesk and deskside services for laptops, PC’s, phones and PC peripheral devices such as printers, docking stations and monitors in an enterprise environment.
• Extensive experience with using incident, problem management platforms.
• Provide timely resolution for all end-user requests and root cause analysis for issues.
• Able to create detailed technical documentation.
• Excellent customer service skills.
• Excellent verbal and written communications skills.
• Applies understanding of industry standards, best practices, and emerging technologies to improve operations and reduce costs.
• Effectively conveys technical aspects to Senior Leadership and/or Customers.
• Advanced knowledge in supporting Windows Desktops, including: Operating systems, hardware, encryption, anti-virus and peripherals.
• Advanced Knowledge in Remote Desktop administration.
• Advanced knowledge of SCCM software deployment, including imaging and software packaging skills.
• Foundational knowledge in server administration (Windows, Linux, etc.).
• Foundational Knowledge in supporting Active Directory, Exchange and Group Policy administration (Windows, Linux, etc.).
• Working knowledge in supporting server and storage hardware.
• Working knowledge in data network switching infrastructure
• Proficient knowledge in supporting mobile devices.
• Proficient in establishing, implementing and monitoring general IT control processes such as access, backup & recovery.
• Advanced knowledge in supporting manufacturing operations technology, such as: barcode label printers, bar code scanners (hand held and VMU’s), device management and alerting, and PLC/SCADA.