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Sr IT Service Tech
hace 3 meses
SGK is a global packaging and brand experience company. From idea to implementation, we deliver packaging solutions and brand experiences that give brands the freedom to speak louder, scale faster and grow stronger. We simplify marketing and amplify brands to deliver value. SGK is a Matthews International company.
***: The Sr IT Service Technician's role, in the Global Infrastructure organization, is to provide operational day-to-day support for the build and run operations of end user computing services globally, in collaboration with third party vendors.
JOB RESPONSIBILITIES:
- Provides daytoday operational service and support for defined end user computing (EUC) services, such as end user devises, mobile telephony and device support, desktop support, base operating system build and support for Windows and Macintosh, etc.
- Supports third party EUC vendors in the installation, configuration, delivery, maintenance and monitoring of components and services, in accordance with defined roadmaps, strategies, policies and standards.
- Delivers EUC service requests and requirements through collaboration with vendors where applicable.
- Assists in the delivery of infrastructure development / build activities (in conjunction with Project Managers), including release and deployment management for new services (for example operating system upgrades, new desktop builds etc.).
- Maintains accurate and concise service asset and configuration management for EUC infrastructure.
- Monitors and reports on performance for EUC services.
- Provides assistance and technical support for the resolution of EUC problems, incidents, issues and emergencies.
- Collaborates with vendors for resolution of issues / incidents and assists with support escalations.
- Documents EUC problems and resolutions for future reference.
- Performs corrective procedures for prevention of loss or system recovery of EUC services and infrastructure.
- Analyzes, researches, and performs problem solving and resolution on complex issues.
- Schedules, supervises and performs preventative actions and maintenance, including checking and cleaning of workstations, printers, and peripherals.
- Documents all pertinent end user identification information, including name, department, contact information, and nature of problem or issue and the resolution using ticketing system.
- Designs and coordinates/develops knowledge base articles and frequently asked questions lists for end users.
- Develops workstation desktop hardware, software and peripherals specifications, standards, and configurations Additional duties as assigned.
QUALIFICATIONS / REQUIREMENTS:
- Bachelor's Degree in Information Technology or related field
- 6+ years of previous information technology experience; or equivalent combination of education and experience
- Experience in maintaining and supporting EUC services preferred
- Occasional travel either locally, nationally, and/or internationally may be required.
- Strong analytical, prioritizing, interpersonal, problemsolving, presentation, budgeting, project management (from conception to completion), & planning skills
- Strong verbal and written communication skills (including analysis, interpretation, & reasoning)
- Ability to develop and maintain collaborative relationships with peers and colleagues across the organization, as well as, internal and external clients
- Ability to work well autonomously and within a team in a fastpaced and deadlineoriented environment.
- Ability to work with and influence peers and senior management and reporting
- Ability to work overtime as necessary
PHYSICAL ASPECTS / WORK ENVIRONMENT:
- Regularly required to stand; walk; sit; and talk, hear and see.
- Occasionally lift and/or move up to 10 pounds.
- Reasonable accommodations may be made to enable individuals to perform the essential functions.
