IT Site Technician

Supports IT Regional leaders in delivering technical services and solutions to assigned facility.

The IT Site Technician is responsible for providing end user technical support in the following areas. IT support in the following areas: software/hardware peripherals, network, telephony, data communication and workstation configuration. Assists with troubleshooting client/server environments. Implements company standard infrastructure and provides support for system upgrades and migrations. Performs administration activities including creating, and supporting network accounts, computer accounts, application accounts, email accounts, and group memberships. Provides Administration through cloud based tools for end users.

Provides primary and/or secondary support for site specific business applications

60% End- User Technical Support (Generally skilled)

• Provides support for PCs, telephone system, printers, copiers, network and all other IT equipment (a basic understanding of networking and IP Telephony is required).
• Provides support for facility security systems including security cameras and badge access software/hardware.
• Provides support for all facility audio/visual equipment.
• Audits infrastructure security including operating system, security patches, and virus defense. Remediates missing system patches and updates.
• Recovers files using tools like Backup utilities and Undelete.
• Develops and documents standard procedures for both IT and end users.
• Responds and logs Service Desk tickets, providing phone and hands-on support to STERIS employees.
• Diagnoses problems through discussions with users, using appropriate problem recognition, researches, isolation and resolution steps, which include the use of remote assistance technologies.
• Processes Service Desk tickets requesting new access/equipment for customers in accordance with Service Desk policies.
• Initiates escalation procedures when needed, notifying appropriate technical and/or managerial personnel and key customers.
• Provides instructional End-User Support/Basic troubleshooting for telephones(assigning numbers, basic connectivity, etc)
• Monitors and processes web-based, voicemail and in person requests for customer assistance.
• Facilitates system hardware installations/relocations as required utilizing STERIS approved installation methods.
• Installs, configures and troubleshoots software utilizing System Center Configuration Manager (SCCM)

20% End User Support and administration

• Creates and supports network accounts, computer accounts, email accounts, application accounts, and group memberships in accordance with IT policies and procedures relating to SOX (Sarbanes-Oxley).
• Configures and deploys desktop hardware and software.
• Configures and deploys network printers.
• Configures and deploys mobile devices.
• Process hardware and software requests.
• Maintains inventories and purchases desktop hardware and software.
• Creates and maintains standard operating procedures and knowledge base articles
• Assign O365 Liceses and manage accounts.

20% Infrastructure Support

• Provides general WAN/LAN support (patch panels and cabling)
• Assists with Server Support
• Conducts level 1 or 2 access to network with potential growth in other levels
• Adds access to folders/passwords (Level 1 Active Directory)
• Provides basic level support for account administration and auditing for user accounts in active directory, Exchange, AS400, and various other applications.

• Vocational/Technical Degree and/or Associate Degree Preferred
• Plus 1 year of job-related experience with IT Help/Service Desk or IT Support
• In Lieu of Degree, 5+ years of job-related experience with IT Help/Service Desk or IT Support
• 2-4 years of job related experience with IT Helpdesk/Service Desk or applicable IT support in the following areas:
  
  
  
  • Windows Operating System and administration experience is required.
  • Customer service experience
  • Must convey knowledge to the end user and progress updates effectively.
  • Must be able to multi-task and seek out the appropriate resources independently to close calls.
  • Lean manufacturing experience and knowledge preferred.
  
  
  
  
• Ability to effectively troubleshoot with analytical and
  logic-based skills.
• Strong Customer service etiquette with strong verbal and written communication skills.
• Strong listening and critical thinking skills and ability to work with a large variety of Customers.
• Must show flexibility and adapt readily to changes in workload, staffing and scheduling.
• Must be able to receive formal/informal training and retain the information so that it may be applied later at an independent level.
• Confidence in working with other managers, system sponsors, software developers, external consulting resources, network administrators, project managers, systems administrators and engineers, database administrators, end users, directors, and vice presidents.

We value our employees and are committed to providing a comprehensive benefits package that supports your health, well-being, and financial future.

Here is just a brief overview of what we offer:

• Market Competitive Pay
• Extensive Paid Time Off and (9) added holidays
• Excellent Healthcare, Dental and Vision Benefits
• Long/Short Term disability coverage
• 401(k) with company match
• Maternity & Paternal Leave
• Additional add-on benefits/discounts for programs such as Pet Insurance
• Tuition Reimbursement and continued educations programs
• Excellent opportunities for advancement and stable long-term career