IT Support Associate - Level IV

Description

Key Responsibilities

HOS (Printing Services)

• Manage HOS operations for IMAC (Install, Move, Add, Change) by coordinating with business stakeholders.
• Ensure SLA performance remains consistently above 90% by working closely with suppliers.
• Lead and manage projects, ensuring adherence to timelines and deliverables.
• Maintain strong supplier relationships through regular engagement.
• Represent the region in Global Service Operations (GSO) meetings and forums.
  

End User Computing (EUC)

• Oversee the complete lifecycle of EUC devices and peripheralsfrom procurement to disposal.
• Collaborate with EUC support teams for timely procurement and deployment.
• Provide operational updates in relevant forums and ensure financials align with Annual Operating Plan (AOP).
  

General IT Support

• Perform IT production support and troubleshoot hardware/software issues independently.
• Install, configure, and resolve IT hardware/application issues.
• Use Incident Management systems to track and resolve user-reported issues.
• Analyze data to identify trends and implement corrective actions.
• Coach and mentor junior IT support associates and contract resources.
• Champion Six Sigma methodologies to improve service delivery and reduce costs.
• Identify and implement service improvement opportunities.
  

Responsibilities

Skills and Experience

• 3+ years of hands-on IT support experience.
• Proficiency in Microsoft Office Suite.
• Strong problem-solving and troubleshooting skills.
• Experience managing vendors and coordinating across teams.
• Ability to work independently and lead small projects.
• Familiarity with IT lifecycle management and procurement processes.
  

Core Competencies

• Action Oriented Takes initiative with urgency and energy.
• Balances Stakeholders Manages diverse stakeholder needs effectively.
• Business Insight Applies business knowledge to support organizational goals.
• Collaborates Builds strong partnerships across teams.
• Communicates Effectively Tailors communication to different audiences.
• Cultivates Innovation Encourages new ideas and approaches.
• Decision Quality Makes timely and sound decisions.
• Ensures Accountability Holds self and others to commitments.
• Manages Complexity Navigates complex information to solve problems.
• Optimizes Work Processes Focuses on efficiency and continuous improvement.
• Tech Savvy Embraces digital tools and innovations.
• Problem Solving Uses structured methods to resolve issues and prevent recurrence.
• Values Differences Appreciates diverse perspectives and cultures.
  

Qualifications

Qualifications

• High School Diploma or equivalent required.
• Associate Degree or relevant industry certifications preferred.
• ITIL knowledge or certification is desirable.
  

Job

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