IT Tech Support

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Experienced technical position that provides hardware, software, peripherals and network support to computer users. Support may range from break/fix repair of computer, server, and network equipment, to procurement of computer equipment, to deployment of new equipment and software, and to root cause analysis and problem resolution.

QUALIFICATIONS:

·         College Degree preferred

·         Experience supporting a manufacturing environment is a plus

Required Technology Skills:

·         3+ years experience as Desktop Support professional

·         1+ years experience Network Operations / Systems Monitoring

·         1+ years experience as Service Desk Agent

·         Problem solving skills including an excellent understanding of desktop operating systems and networking principles

·         Solid knowledge and understanding of application systems and computing devices

·         Working knowledge of network components including routers, switches and circuits

Preferred Technology Skills:

·         2+ years experience working with Microsoft Active Directory, Microsoft Office 2007, LAN/WAN, network printing, Blackberry, Microsoft Windows XP, Cisco network devices

·         Working knowledge of Microsoft SMS or equivalent

·         Working knowledge of PC imaging and deployment processes

·         Remedy ARS experience

Other Required Skills:

·         Candidate will support multiple Pactiv locations; travel is required (estimated at 25%)

·         Demonstrate strong ability to identify, analyze and solve problems quickly, completely and professionally, in accordance with Pactiv standards

·         Reliable team player with a willingness to backfill co-workers, participate in technical project tasks, follow established Pactiv IT processes and procedures

·         Available outside normal business hours to handle escalations or project tasks as required

·         Demonstrate excellent verbal and written communication skills and good organization skills

·         Possess customer service skills that demonstrate a professional and positive approach

·         Able to network efficiently in order to locate internal subject matter experts as needed

·         Display tact, patience and the ability to handle stressful situations

·         Able to work independently, exercising sound judgment and initiative

·         Able to focus on continuous learning to further IT knowledge and career development

Description:

·         Provide highly responsive support to Pactiv employees for technical problems, questions and requests

·         Manage ticket documentation in Remedy ITSM application; provide customer follow up via phone and email

·         Diagnose and resolve issues with applications, interfaces, hardware, software, security and system failures

·         Handle assigned work requests according to designated goals and objectives

·         Prioritize work and escalate to Tier II / Tier III or to IT management as needed to resolve; provide customer and IT follow up on escalated issues

·         Adhere to IT Service Level Objectives / Agreements for response and resolution; escalate open issues that exceed Service Level Objectives

·         Remain current on all IT Service Center processes, procedures and general IT industry changes

·         Identify improvement opportunities for Service Center processes; participate in team efforts to optimize service improvements

·         Establish and maintain working relationships with Service Center team, Pactiv users and IT support partners

·         Create technical documentation regarding general problem resolution

·         Other duties as assigned by Regional Program Lead(s) or Service Center Manager