What are the responsibilities and job description for the Technician-IT position at Royston Plant?
***This is an on-site position***
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Description
The IT Technician is to support and maintain in-house and remote computer systems, desktops, peripherals, networks and manufacturing equipment. This includes diagnosing, repairing, maintaining and upgrading all hardware and equipment while ensuring optimal workstation performance. The person will also troubleshoot problem areas in a timely and accurate manner and provide end user training and assistance where required. Position is primarily an in-house role. Remote work is not permitted unless explicitly authorized in advance by manager.
Essential Functions / Job Responsibilities:
- Office 365 Administration: Manage user accounts, licenses, permissions, and troubleshoot issues within the Microsoft Office 365 environment.
- User Onboarding and Offboarding: Facilitate the technical setup for new employees (account creation, software provisioning, access) and manage the deactivation processes for departing staff.
- Remote Support for All Business Units: Provide technical assistance and problem resolution to users across all departments and business units, primarily through remote tools and communication channels.
- Help Desk Ticket Management: Respond to, prioritize, track, and resolve incoming help desk tickets via various channels (phone, email, ticketing system) in a timely and efficient manner.
- System Troubleshooting: Diagnose and resolve issues related to operating systems, software applications, network connectivity, and peripheral devices.
- Documentation: Maintain accurate records of all support interactions, resolutions, and technical procedures.
- Software Installation & Configuration: Remotely install, configure, and update software applications and system drivers.
- Hardware Diagnostics: Assist users with basic hardware diagnostics and guide them through troubleshooting steps for remote resolution or escalation.
Minimum Qualifications / Skills:
- College diploma or university degree in the field of Information Technology and/or 2 years equivalent work experience.
- Excellent technical knowledge of network and PC hardware, including Network Switches, Printers and internal PC components.
- Working technical knowledge of current network protocols, operating systems, and standards, Windows 11, Microsoft Office 365, Entra, TCP/IP, Ethernet.
- Able to read and understand technical manuals, procedural documentation, and OEM guides.
- Ability to conduct research into PC issues and products as required.
- Ability to work with and troubleshoot remote workstations.
Requirements:
- Effective interpersonal skills and relationship-building skills
- Strong written and oral communication skills
- Ability to present ideas in user-friendly language
- Understanding of the organization’s goals and objectives
- Self-motivated and directed
- Keen attention to detail
- Analytical and problem-solving abilities
- Ability to effectively prioritize and execute tasks in a high-pressure environment
- Ability to work in a team-oriented, collaborative environment
- Strong customer-service orientation
- Dexterity of hands and fingers to operate a computer keyboard, mouse, hand and power tools, and to handle other computer components
- Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals
- Occasional nights and/or weekends if required by a project or emergency
- While performing the duties of this job, the employee will prolong periods sitting at a desk and working on a computer, is occasionally required to stand; walk; use hands to handle or feel objects, tools, or controls; reach with hands and arms; climb stairs; talk or hear. The employee must occasionally lift or move office products and supplies, up to 20 pounds.
Equal Opportunity Employer as to all protected groups, including protected veterans and individuals with disabilities.