Support Technician

Support Technician

Requirements

• High School diploma and one year of experience OR an equivalent combination of education and experience
• A+ certification required
• Knowledge of all Microsoft applications/utilities

Responsibilities

• Load & verify software packages
• Support any resource on projects as assigned
• Troubleshoot and resolve end user issues
• Install & configure PC/Peripherals
• Follow all corporate, regional and local ISS & Site policy
• Resolve site level Incident management
• Populate knowledge Database & Configuration Management Database where appropriate
• Information Technology Infrastructure Library knowledge
• Emphasize management of queues, and adherence to Service Level Agreement/Key Performance Indicators
• Install and Configure PCs (Ghost)
• Troubleshoot basic issues with scanners (MES/SAP RF)
• Administer the PBX (re-enabling and creating phones)
• Provide Support via phone for offsite users
• Purchase software and hardware via the P.O. Process
• Administer user accounts via Bind View. (Use of AD)
• Provide Maintenance and Support of Audio Visual equipment
• Perform basic level of support for users on IT baseline apps
• Following all procedures around the ISS security policy
• Responsible for monitoring the Service Desk system queue and resolve tickets in a timely manner
• End user technical assistance
• Installs, identifies, and repairs hardware and peripheral components such as monitors, keyboards, printers, and disk drives
• Loads and verifies correct operation of software packages
• Troubleshoots and resolves end user problems and ensures correct operation of personal computers
• Simulates or recreates user problems to resolve operating difficulties
• Maintains inventory of computer parts and lo of all repairs/service performed
• Provides training and technical assistance to users
• Safety and health rules and regulations associated with this position and as directed by supervisor
• Participate in the exchange of ideas and information within the department
• Ask questions; encourage input from team members
• Provide regular updates to appropriate managers
• Identify creative ways to reduce cost by streamlining processes and systems (i.e. modification of responsibilities or consolidation of tasks, elimination of non-value added processes, or complete re-engineering of processes and systems)
• Drive continuous improvement through trend reporting analysis and metrics management
• Assure that procedures and work instructions are efficient and not redundant
• Offer new ideas and suggestions for improvement. Identify and implement new practices and processes
• Demonstrate a commitment to customer service; anticipate, meet and exceed expectations by solving problems quickly and effectively; making customer issues a priority
• Confer with reporting manager on complex or unusual situations
• Establish new measurement systems if/where possible
• Exchange knowledge and information with other Jabil facilities to ensure best practices are shared throughout the Jabil organization
• Ensure 100% adherence to all company policies and procedures (i.e. Health, Safety and Quality)
• Maintain discretion and confidentiality in all areas pertaining to data and proprietary information, whether internal to Jabil or customer specific
• Interpret a variety of instructions furnished in written, oral, diagram or schedule form
• Maintain discretion and confidentiality in all areas pertaining to the IT systems
• Understand and embrace the business and IT strategic direction
• Adhere to all safety and health rules and regulations associated with this position and as directed by supervisor
• Comply and follow all procedures within the company security policy

Preferred Qualifications

• Customer service skills as well as effective communication skills ? both verbal and written
• Ability to follow written and verbal directions
• Must have a service orientated attitude, customer focus, sense of urgency, professional demeanor, time management skills, analytical thinker
• Provide on call support
• Ability to understand network and system architecture