Job Description

The position of Information Technology Technician is responsible for providing PC, desktop, network, and telecom services intheir assigned region. The position is also responsible for first-level Help Desk support, as needed, to answer/resolve end user questions/problems in addition to monitoring multiple systems including LAN/WAN, servers and applications. The position requires excellent soft skills to ensure that service is provided effectively, efficiently and collaboratively with the IT team and the Hood business. Strong technical and analytical skills will be required to assist with resolving problems in a timely manner. The position requires 24 x 7 availability as needed to provide critical support and services to the HP Hood LLC Business. This positions is located in our Oneida, NY Plant

Essential Duties and Responsibilities

• Provide technical service and support to the assigned region to include:
• First level response for all assigned service tickets
• Supporting and maintaining desktop, LAN, and telecom environments in conjunction with the infrastructure teams
• Deploying new and upgrading existing equipment & software
• Ability and means to travel on a flexible schedule as needed System Operations Processing and Monitoring
• Perform daily operational processing tasks as needed
• Monitor scheduled system processes to ensure successful completion
• Investigate and resolve any monitoring issues that occur during scheduled shift
• Notify or escalate issues to Application Support and Infrastructure departments Customer Service ensures:
• Rapid restoration of services
• Service levels are met and escalated items are managed through to closure
• IT communications are delivered to the customers in a seamless working environment with the various support teams
• IT Service Desk is manned at all times during the stated coverage windows utilizing all members of the department to participate as needed
• A seamless working environment with the various support teams Liaison with other departments
• Communicates regularly with other IT departments and business units to maintain positive, productive working relationships

Personal Development

• Continue personal development in both business and technical areas.
• Continue to keep up-to-date with relevant information technology developments relevant to company’s business.
• Continue to expand knowledge of Hood's business

Education and Experience:

• Appropriate Microsoft Systems Certifications, A+ Certification, and/or 2-year computer science degree with related Microsoft and networking experience
• Microsoft Certified Systems Administrator (MSCA), A+ Certification, and/or related experience
• ITIL Foundation Certification required

Skills and Competencies

• Demonstrated relationship building skills to all staff levels throughout the organization (local and remote)
• Excellent problem resolution skills
• Five years of hands on experience working with and supporting Microsoft and networking environments
• Strong knowledge of current common infrastructure solutions and PC software products
• Ability to organize and prioritize tasks and assignments in a high-volume, ever-changing and unpredictable workload environment
• Ability to effectively communicate orally and in writing with internal and external contacts, documenting, communicating and resolving technical issues and problems in a clear and understandable manner

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