IT Technician

Tek Wissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to our clients world-wide. Our client is a company that specializes in global climate technologies. It operates in the Climate segment that delivers energy efficient products and energy services. The company offers the client and American Standard Heating & Air Conditioning which provides heating, ventilation, and air conditioning (HVAC) systems, and commercial and residential building services, parts, support, and controls;

energy services and building automation.

Location:
Davidson, NC, 28036

Duration: 12 Months

Job Type: Contract

Work Type:
Onsite

Pay Rate: $ / Hourly

• IT Service Operations Senior Support Partner will provide tier III level IT partnership for internal employees implementing, maintaining and enhancing IT infrastructure.
• This includes providing technical support, ensuring world-class customer satisfaction, adherence to company policies and enforcing company standards.
• Through utilizing ITLT best practices and our Service Now platform this position focuses on technologies support and deployment computers, tablets, mobile devices, printers, applications, and handheld scanners.
• This includes asset management for hardware devices.
• This role will also participate in IT related projects and deployments as needed.
• Candidates are required to be onsite in the Davidson campus during normal business hours, as well as occasional after-hours support.

• Technical endpoint support of: computers, tablets, mobile devices, printers, handheld scanners and peripherals
• Maintain client hardware lifecycle and asset management activities
• Provide partnership and support for IT related projects
• Complete minor and major incident management
• Support application and emerging technology deployment support
• Fulfill hardware and software requests
• Provide employee training related to employee used hardware and IT processes
• Partner with teams on providing continuous improvement, MDI and lean thinking to IT processes, tools and services
• Support technical solutions and ensure reliable, secure client endpoint devices.
• Ensure that all internal customer inquiries and issues are solved correctly and in a prompt and professional manner.
• Partner with our business partners in projects and M&A activities to solution and support the proper strategically secure client endpoint solution per the business’s needs.
• Coaches and trains new IT Service Operations Specialist
• Key stakeholder in Lean activities
• Participate in enterprise root cause analysis and solutioning

• Assist with the setup, support, and operations of virtual meetings, Teams room systems, and video/audio production systems for onsite events
• Provide first-line technical partnership with the Advance Manufacturing Team to ensure proper IT alignment and security posture
• Create IT documentation and knowledge base articles to promote standard work process within IT Service Operations community

• Bachelor’s or Associate degree in a related IT technical field
• 7+ years of experience providing technical customer support including troubleshooting computer hardware and software
• 2+ years of experience running audio/video systems
• 2+ years supporting shop floor systems, network, and hardware
• Experience with the Service Now platfor
• Possess an open and innovative mindset with the ability to see opportunities while evaluating challenges
• Complete Lean 101 & Lean 102 or equivalent training within 1 year of starting the positio
• Ability to demonstrate outstanding customer service skills
• Demonstrate excellent oral and written communications skills
• Work Independently with minimal supervision
• Must have a strong, self-driven personality focused on learning, solutioning and customer service
• Ability to diagnose and troubleshoot client devices including computers, tablets, mobile devices, printers, handheld scanners, applications and other employee-based technologies
• Ability to demonstrate strong organizational skills
• Excellent problem-solving and critical thinking skills
• Ability to follow documentation procedures
• Ability to demonstrate strong remote troubleshooting support skills
• Ability to evaluate priorities and drive effective time management
• We offer competitive compensation and comprehensive benefits and programs.

Tek Wissen Group is an equal opportunity employer supporting workforce diversity.