IT Site Technician

Summary

The IT Service Desk Technician is the central point of contact providing frontline IT support services for PCC Metals. Emphasizing on customer service this position primarily focuses on desktop network and application support while administering user accounts and system access.

Essential Functions

• Promptly respond to and document all IT related incidents and assigned tasks.
• Acts as 1st escalation point for incident resolution engaging additional teams as required.
• Installs configures troubleshoots and recommends improvements for IT hardware & software
• Adheres to IT policies procedures and standards.
• Diagnose and perform troubleshooting in a production environment.
• Create functional and technical documentation for users and technicians.
• Perform logical user access controls throughout the enterprise.
• Builds relationships with users to understand technical environment (hardware software etc.).
• Maintains effective departmental and organizational communications.
• Prioritize work based on severity impact and urgency.
• Identifies researches and resolves complex technical problems.
• Provide first line support for local site as well as regional and global support responsibilities as part of a global support organization.

Additional Responsibilities

• Provision of out of hours support when required
• A wide degree of creativity and latitude is expected.
• Travel will be required for the roll 25%

Education and Experience

• Bachelors Degree in Computer Science Information Technology or related field
• At least 1 years in the Information Technology field.
• Minimum 5 years direct experience will be considered in lieu of BS degree.
• Project and team collaboration experience.

Special Skills

• Concepts:
  • ITIL Framework knowledge
  • Hardware
  • Software
  • Networking
  • Basic Information Security
• Technical:
  • Windows
  • Active Directory
  • System Center
• Other duties as assigned