Sr. IT Technician

Description

SUMMARY:  The Senior IT Technician will support the IT and manufacturing systems for a world-class pulp and paper facility in Catawba, SC. This role is to ensure proper computer operations so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate, and necessary to maintain SLA expectations. Problem resolution may involve the use of escalation, diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level across the Mill.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Field incoming requests to the help desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues. 
• Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue. 
• Build rapport and elicit problem details from service desk and Mill customers. 
• Prioritize and schedule problems. Escalate problem (when required) to the appropriately experienced team member. 
• Record, track and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. 
• Apply diagnostic utilities to aid in troubleshooting. 
• Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution. 
• Identify and learn appropriate software and hardware used and supported by the organization. 
• Perform hands-on fixes at the desktop level and assist with server and network troubleshooting including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. 
• Install anti-virus software, enroll devices in the Corporate MDM solution.
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals. Reviewing alerts and testing backups 
• Test fixes to ensure problem has been adequately resolved. 
• Perform post-resolution follow ups to help requests. 
• Develop help sheets and FAQ lists for end users. 

Qualifications

SKILLS AND QUALIFICATIONS

• College diploma or university degree in the field of computer science and/or 6 years equivalent work experience.
• Certifications in networking and systems administration preferred. 
• Strong technical knowledge of network and PC operating systems.
• Strong experience troubleshooting applications and integrations. 
• Extensive application support experience with MS Office. 
• Working knowledge of a range of diagnostic utilities.
• On-call availability for 24-hour call rotation in a production environment.
• Experience with networks; security; device management
• Experience working within a distributed environment both physically and organizationally
• Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills
• Strong documentation skills
• Demonstrated experience in development of and supporting organizational goals and objectives.
• Business Analysis or Programming Experience a Plus

PHYSICAL DEMANDS 

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is regularly required to stand, walk, sit and use hands to handle or feel.
• The employee frequently is required to talk or hear.
• The employee is occasionally required to reach with hands and arms.
• The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds. 
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.