IT Site Support at TEKsystems

Description

TEKsystems is in need of an on-site IT Support Technician for one of our clients based out of Shelbyville, KY. They have roughly 225 sites, 46,000 employees, 40+ countries and have done 13 billion in sales. This is an indefinite contract. There is no end date and they would like to be able to convert this person someday.

This person will be able to expense all travel that ends up being required. There is no travel at this time but our client has multiple locations nationwide where occasional project support may be needed. They are responsible for maintaining all support processes, customer relations, and IT asset management (procurement, configuration, repair, projects, local budget consulting, license management, security systems, and phone systems) Provision of all support, project and change management for existing and new IT support processes, technical equipment and software.

In this position, it'll be important to have experience troubleshooting PC hardware. Examples include: troubleshooting any device that is not working properly, such as monitors, mice, keyboards, and RF guns. They also have mobile devices in their environment that they would be asked to troubleshoot when needed. These could include mobile phones (iPhones) or iPad devices. They will also be responsible for IT Asset Management. Experience with installation of hardware/software is also required. You will not be expected to be an expert in network connectivity and be the hands on point of contact for any networking equipment. However, they would like to have an individual that understands how networks connect and could provide basic troubleshooting if there is an outage before escalating to another team.

It is also expected that this person is able to be on-call 24x7 for major issues, however this would need to be escalated from the Service Desk first. The goal is less than 10 issues per year for all 80 sites, so the amount that they are called in would be extremely minimal.

Client Job Description:

Job Overview

The IT Support Specialist is a key player in delivering innovative new ideas and supporting processes at their sites and is responsible for:

• Delivery of IT services for a site or multiple sites to reach a ratio of 200 or more PCs, Servers, Printers, and Local Network equipment managed per FTE.

• Management of all local IT Service Delivery activities at the site(s) including: maintaining all support processes, customer relations, and IT asset management (procurement, configuration, repair, projects, local budget consulting, license management, security systems, and phone systems).

Provision of all support, project and change management for existing and new IT support processes, technical equipment and software.

Job Dimensions

• Strong dimension in all local site budgets where GROUP IT recommendations align with equipment, services and software costs. Scope: desktops/laptops/printers and peripherals, iPads/tablets, local servers, LAN/WLAN, PABX, local telephony, mobile telephony (mobiles, smart phones, Blackberry, iPhones)

• No direct and indirect reports

• Indirect influence on P&L

• Empathy with a multi-national manufacturing business culture – strong customer focus, delivery of tangible products and benefits, relentless cost management, low bureaucracy, all in a broad range of country cultures consistent with a regional head office

Principal Accountabilities

• Strong involvement with delivery on improvements to support processes, IT asset management, and customer satisfaction

• Responsibility for the implementation of GROUP IT shared service standards and support processes across all sites they work with

• Hands on support for MDF and IDF at the production and office locations

• Responsible for the quality of the IT services delivery at the sites

• Project leadership in their sites for all IT infrastructure and support process changes for IT shared services

• Coverage of critical issues 24X7 at the sites

• Installing hardware / repairing hardware

• Printer and multi-function device management

• Security (alignment with IT policies)

• Contracting / maintenance / leasing contracts

• Software Licensing

• Server maintenance

• Label Printers

• RF Devices

• End user education

• Asset management

• Purchase (computer consumables)

• Mobile phone / telecoms

• Network administration

• Software rollouts

• Data backup and restore

• Level 2 support for Infrastructure

• Testing

• User management

• Documenting (knowledge base, procedures, help guides, etc.)

Qualifications/Requirements

• Bachelors degree in computer science or equivalent experience/studies

• Minimum of 3 years in service delivery in a multi-national environment for IT technical and help desk areas

• Strong team contributor with common goals and practices, build new skills and capabilities

• ITIL certificate will be advantageous

Knowledge/Skills/Abilities/Behaviors

• Strong hardware and software skills

• Fluent in English, other languages advantageous

• Excellent communicator

• Excellent customer service skills

• The ability to multi task and handle high volumes in a fast-paced and demanding environment

• A positive and pro-active attitude

• Cross Cultural Competence

• Experience in the following list of applications and hardware are advantageous:

o Windows/VMWare Server management

o Windows client management

o Active Directory

o Microsoft Office 2010/2013

o Microsoft O365

o Lotus Notes

o Outlook

o Blackberry/iPhone/iPad/Tablets/Android

o Web and all related software/hardware

o Operating systems: Windows XP & Windows 7, Windows Server 2008, as minimum

o Printers / Multifunction devices

• Microsoft Certified Systems Administrator recommended

• Other (not critical)

o Symantec AV cloud

o SCCM (software deployment system)

o Backup software – Acronis

• Leadership Framework competencies:

o Functional/Technical Skills

o Priority Setting

o Driver for Results

o Influencing Others

o Customer Focus

o Interpersonal Savvy

o Dealing with Ambiguity

o Learning on the Fly

What We Offer You

• Exciting opportunity to work for a truly global company/team

• International and dynamic team/ working environment

• Exposure to stakeholders/ leaders

• Exciting opportunity to have impact on the business

• Exciting opportunity to make a difference through sustainability initiatives

• Coaching and development opportunities

• Long term career opportunities

• Cross functional collaboration

Skills

desktop, windows 10, windows 11, desktop support, troubleshoot, hardware

Additional Skills & Qualifications

experience with automation a plus

experience with hands on for networking and server experience a plus

Experience Level

Intermediate Level

Pay and Benefits

The pay range for this position is $15.00 - $22.00

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a fully onsite position in Shelbyville,KY.

Application Deadline

This position will be accepting applications until Dec 31, 2024.

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.