Provides day-to-day problem resolution to end-users regarding their PC hardware and software applications, along with problem resolution for all other IT assets onsite (e.g. LAN, servers, etc.) Also provides support for the design, procurement, installation and configuration of all site IT infrastructure to support effective and efficient technology use at the site (e.g. electrical power, HVAC, LAN, servers, disaster recovery, etc.) Perform asset management functions for all IT assets within the site(s).
Work is typically performed under minimal daily supervision, receiving guidance from manager/supervisor about the work that needs to be completed. Able to exercise high level of discretion and latitude in completing tasks.
- Responds to Service Desk referrals of end-user requests for help solving PC hardware, software, peripheral or production equipment related problems or issues.
- Prioritizes problems based on severity, urgency and impact to the business; tracks all outstanding incidents until successful resolution. May hand off extremely complex technical problems to higher-level support or other IT department staff if required.
- Troubleshoots any technical difficulty with PC hardware and software issues, Internet, network applications, configurations and peripheral equipment.
- Works with enterprise support groups and outside vendors to resolve problems or issues.
- Coordinates through the change management process to move, install, upgrade, remove and configure site IT assets and supporting infrastructure.
- Maintains the asset management system (additions/changes/deletions) for accurate tracking of all IT assets within the site(s).
- Supports and conducts routine audits of site IT assets and processes to ensure compliance with established company policies and procedures, as well as compliance with Governmental regulations and policies.
- Performs other related duties and participates in special projects as assigned.
While performing the duties of this job, the employee is occasionally exposed to fumes, wet and/or humid conditions; moving mechanical parts; and risk of electrical shock. Employees are expected to use PPE (Personal Protective Equipment) and follow appropriate procedures as recommended by EHS when conditions require its use. This may include, but is not limited to, hearing protection, goggles, safety shoes, lockout/tagout etc.