IT Systems Technician (Level II)

The IT System Technician’s role is to support day-to-day IT operations for the site in a timely, professional and positive way. Installing and maintaining all computer and computer related systems including hardware and software. Log, track, and document incidents in the Help Desk System, escalating issues when necessary.
Provide Help Desk support and Log incoming issues to the ticketing system, route, follow-up and escalate when necessary
Instruct and assist in trouble shooting computer equipment in all areas of the facility and external warehouse
Provide support for all computer/printer equipment including bar code printers and scanners on manufacturing floor
Provide support for all telecommunication equipment
Service all PC hardware and software
Manage all data processing supplies including paper, ribbons, labels, etc. and place orders as needed through purchasing department
Work with equipment vendors on resolving computer related issues
Monitor nightly system backups and perform recoveries as needed
Maintain the security of data files
Define user needs and recommend alternatives as needed
Coordinate and prioritize all computer service requests and issues to ensure efficiency in all areas of the facility and external warehouse
Analyze historical data to suggest system improvements to reduce or eliminate call volume for certain incident types
Maintain technical documentation for the IT department
Diagnose issues via telephone and in-person; help, and guide the end users to “first-call-resolution” for known issues
Assist the user community by in-person, hands-on visits when required
Maintain monitoring system and escalate issues for resolution as necessary
Maintain user and object accounts and their securities in various systems
Maintain hardware asset inventory; order hardware and software when required
Minimum 2 years’ experience in Information Technology or related field
Broad knowledge of all computer related systems including micro/mini/mainframe OS, capability and capacity of various software products and communication utilities, and principles of data communications and telecommunications
Knowledge of hardware and software installation, testing and operation
Associate Degree in technical discipline such as Computer Science, Information Services, or related field or CNE certification preferred
Ability to work closely with others in a small team environment
Exceptionally self-motivated and directed. Energetic, forward-thinking and creative with high ethical standards

Employment type
Full-time

Work arrangement
No