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Systems Support Technician in St. Augustine, FL at Carlisle Interconnect Technologies

Date Posted: 12/5/2018

Job Snapshot

Job Description


SUMMARY
The Systems Support Technician (SST) person is responsible to oversee timely delivery of quality technical support service to clients, whether they are internal clients working for the same company or external clients who have contracted technical support service. This requires both knowledge of the software or hardware systems being supported and effective personnel management skills. Widespread support duties include a strong customer support focus for users in St. Augustine (Division and Plant/Home Office Users), assisting CIT IT group with service desk ticket resolution, providing guidance to other IT staff members, communicating with clients, diagnosing hardware and software malfunctions, troubleshooting problems, replacing hardware and maintaining the lifecycle of client devices, such as laptop, desktop, mobile phone, tablet or other peripherals. This position requires excellent communication, documentation and time management skills, and the ability to coordinate well with a team. The expectations of this position also include support for division-wide systems and IT projects as assigned. The SST will also be responsible for managing compliance of software licenses for all of CIT (excludes ERP). This position is responsible for knowing and understanding Export regulations (ITAR and EAR) to ensure solutions provided via the support desk services are compliant.

ESSENTIAL JOB FUNCTIONS
• Meets or exceeds SLA times for service desk tickets across all CIT sites globally.
• Contribute to Service Desk process improvements. Creates, maintains and communicates service desk related processes to all CIT IT staff.
• Maintains service desk platform; responsible for accurate data and categories, add/removes IT admins, and maintains work flow processes.
• Provides guidance to CIT IT staff for ticket resolution.
• Provides accurate and timely service desk reporting for key performance indicators established by the IT management team (VP, director and Managers).
• Addresses and supports in resolving aging tickets by assisting the IT staff with support, training or provide resolution.
• Support compliance of CIT IT policies and procedures.
• Vendor management and relationship of IT services as assigned. Ensure our contract agreements are being met. Ensure vendors are meeting our expectations and annually review our vendors to make sure we are receiving competitive pricing and service.
• New/Terminated user process owner. Works closely with HR to ensure we are following process and are within compliance.
• Assist with licensing compliance (other than ERP systems) and true-up activities.
• MDM -- mobile device management -- owner of the MDM platform. Provides the operation and maintenance of the MDM product. Maintains up to date policies ensuring that all mobile devices globally are in compliance.
• Assist in site specific IT budget development and management.
• IT Project Management of projects as assigned -- create and manage project plans with goals of delivering every project on time, within budget and within scope.
• Contributes to the creation and maintenance of documentation for IT related standard operating procedures and processes.
• Responsible for assuring users are provided efficient and timely first and second level support on a 7x24 basis.
• Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found.
• Ensures support desk statistics, status reports, and graphical reporting aids are accurate and distributed timely .
• Ensures that decisions made to improve the overall customer support of the Service Desk are continually carried through.
• Solves problems and makes decisions daily relative to Service Desk responsibilities. Ensures that effective Service Desk representation takes place for the coordination of work processes and projects with other departments and divisions.
• Interfaces with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department. Resolves problem situations in a professional manner.
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 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 use hands to finger, handle or feel; reach with hands and arms; talk and/or hear. The employee frequently is required to sit. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
•Other duties may be assigned•

WORK ENVIRONMENT
Work is performed in a normal office environment with minimal physical risks involved. The noise level is usually low to moderate. Occasionally the job may require that you enter the production area, which you will need to maintain OSHA safety standards.

ENVIRONMENTAL POLICY
Carlisle Interconnect Technologies is dedicated to identifying and reducing the environmental impact of its operations, activities, and products. It is our commitment to comply with all applicable laws and other regulatory requirements concerning the environment. We are committed to preventing pollution and continually improving our environmental performance in all of our global operations. This will be achieved through a comprehensive Environmental Management System that provides the framework for setting and reviewing environmental objectives and targets of Carlisle Interconnect Technologies.

TRAVEL
10 % Travel


QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential job function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE
• Associates degree from two-year College or University (Information Technology, Information Systems) preferred. Applicable experience can be substituted for college education.
• Minimum of two (2) years of progressive experience in professional information technology position(s) is required.

CERTIFICATES, LICENSES, REGISTRATIONS
CompTIA A+, CompTIA Network+, Microsoft Certified Solutions Associate (MCSA)

LANGUAGE SKILLS
Ability to read, write, speak and understand English.

JOB SKILLS


• Experience in Office 365, Microsoft Operating systems, Microsoft Office, Citrix, Windows Remote Desktop, Active Directory administration; advance skills are preferred.
• Ability to support various Apple and Android products, such as smart phones and tablets.
• Skills including planning, purchasing and sourcing is desired.
• Advanced customer support and interface skills.
• A team player that can relate to people at all levels of the organization and possesses effective communication skills.
• An energetic, forward-thinking and creative individual with high ethical standards and a positive professional image.
• Ability to be flexible and able to function comfortably in a fast paced, dynamic and ambiguous environment.
• Ability to define problems, collect data, establishes facts, and draw valid conclusions.
• Ability to read, analyze and interpret technical periodicals, professional journals, technical procedures, or governmental regulations relative to this position.
• Ability to communicate well in written reports, business correspondence, and procedure manuals desired.
• Ability to effectively present information and respond to questions from managers, customers, suppliers, and employees. Portrays a positive and professional image. Ability to establish relations with a wide range of personalities, cultural backgrounds and educational levels.
Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled