As an IT Customer Services Associate, you will provide a variety of IT customer support services essential to the effective performance of RENK America. The work involves the planning and delivery of technical support services, including troubleshooting, installation, removals, moves, system knowledge and assistance in response to cutomer requirments and IT departmental needs.
Essential Functions:
Management & support for infrastructure equipment. Such as but not limited to:
Develop requirements and cost / benefit analysis for solutions to meet business requirements.
End user devices which include PC's (desktops, laptops), mobile devices, conference room equipment, video equipment, workstations, and any associated security devices. This includes hardware and software installs & updates (current patch levels) along with the purchasing of above equipment.
Phone Systems & Mobil Business Phones (Hardware and software)
Network equipment and software
Network Printing and local printers
Provide project management and leadership along with support activities.
Assures technology best practices include use of feedback and monitoring to enhance the stat of control of delivered solutions.
Works with IT Director to establish road map and budget recommendations within the infrastructure area.
Develops and delivers training and educational materials related to infrastructure equipment and software.
Maintains a complete and accurate hardware and software inventory.
Support and work with outside vendors for the purchase of equipment and services along with the resolution of issues.
Provide Trouble Ticket and Services management for the CPS IT department
Ensure all tickets are assigned to a technician in a timely manner
Resolve tickets and change requests within committed service levels
Development of metrics and report metrics as requested
Maintain and support the software used to manage IT tickets
Make recommendations to improve business results
Maintain and update operational documentation, procedures, and security as required.
Follow all departmental and corporate procedures and policies
Bachelor's Degree and a minimum of 2 years of prior related experience or 2 years post-Secondary/ Associates Degree and a minimum of 6 years of prior related experience. Graduate Degree or equivalent with 0 to 2 years of prior related experience.
Minimum education and years of experience requirements are not to be used exclusive of other leveling factors. Substitution of additional relevant education and experience for stated qualifications may be considered.
2 -3+ years of IT systems and infrastructure support or equivelent.
Demonstrated knowledge of PC and other compurter hardware support experience.
Demonstrated problem solving skills related to computer equipment or electronic devices.
Experience troubleshooting, diagnosing, and resolving complex problems.
Ability to prioritize work and work with minimal supervision.
Excellent communication and interpersonal skills.
Customer service focus.
Must be team focused.
Position requires continuous education and learning with includes formal training and self-education.
AS in Computer Information Systems, IT Technology or Electronics Technology or equivalent work experience required.
Microsoft Certification are a plus.
RENK America is an EEO/AA employer M/F/D/V