IT Support Tech

SUMMARY Provide technical support to end-users for PC, server, hardware, or software applications.

Other duties may be assigned.

• Load & verify software packages.
• Support any resource on projects as assigned.
• Troubleshoot and resolve end user issues.
• Install & configure PC/Peripherals.
• Follow all corporate, regional and local ISS & Site policy.
• Resolve site level Incident management.
• Populate knowledge Database & Configuration Management Database where appropriate.
• Information Technology Infrastructure Library knowledge.
• Emphasize management of queues, and adherence to Service Level Agreement/Key Performance Indicators.
• Install and Configure PCs (Ghost).
• Troubleshoot basic issues with scanners (MES/SAP RF).
• Administer the PBX (re-enabling and creating phones).
• Provide Support via phone for offsite users.
• Purchase software and hardware via the P.O. Process.
• Administer user accounts via Bind View. (Use of AD).
• Provide Maintenance and Support of Audio Visual equipment.
• Perform basic level of support for users on IT baseline apps.
• Following all procedures around the ISS security policy.
• Responsible for monitoring the Service Desk system queue and resolve tickets in a timely manner.
• End user technical assistance.
• Installs, identifies, and repairs hardware and peripheral components such as monitors, keyboards, printers, and disk drives.
• Loads and verifies correct operation of software packages.
• Troubleshoots and resolves end user problems and ensures correct operation of personal computers.
• Simulates or recreates user problems to resolve operating difficulties.
• Maintains inventory of computer parts and logs of all repairs/service performed.
• Provides training and technical assistance to users.
• Safety and health rules and regulations associated with this position and as directed by supervisor.
• Participate in the exchange of ideas and information within the department.
• Ask questions; encourage input from team members.
• Provide regular updates to appropriate managers.
• Identify creative ways to reduce cost by streamlining processes and systems (i.e. modification of responsibilities or consolidation of tasks, elimination of non-value added processes, or complete re-engineering of processes and systems).
• Drive continuous improvement through trend reporting analysis and metrics management.
• Assure that procedures and work instructions are efficient and not redundant.
• Offer new ideas and suggestions for improvement. Identify and implement new practices and processes.
• Demonstrate a commitment to customer service; anticipate, meet and exceed expectations by solving problems quickly and effectively; making customer issues a priority.
• Confer with reporting manager on complex or unusual situations.
• Establish new measurement systems if/where possible.
• Exchange knowledge and information with other Jabil facilities to ensure best practices are shared throughout the Jabil organization.
• Ensure 100% adherence to all company policies and procedures (i.e. Health, Safety and Quality).
• Maintain discretion and confidentiality in all areas pertaining to data and proprietary information, whether internal to Jabil or customer specific.
• Interpret a variety of instructions furnished in written, oral, diagram or schedule form.
• Maintain discretion and confidentiality in all areas pertaining to the IT systems.
• Understand and embrace the business and IT strategic direction.
• Adhere to all safety and health rules and regulations associated with this position and as directed by supervisor.
• Comply and follow all procedures within the company security policy.

High School diploma and one year of experience OR an equivalent combination of education and experience. A+ certification required. Knowledge of all Microsoft applications/utilities.

Customer service skills as well as effective communication skills both verbal and written. Ability to follow written and verbal directions. Must have a service‑oriented attitude, customer focus, sense of urgency, professional demeanor, time management skills, analytical thinker. Provide on‑call support. Ability to understand network and system architecture.