Position: Information Technology Site Lead
Location: 04841, Rockland, Maine, United States
Position type: Full-Time contract
Role: - Onsite
Key Responsibilities:
- The key responsibilities for this position include having prior experience in a manufacturing plant setting and being willing to participate in safety trainings and wear appropriate PPE while working.
- Provide technical support as a point of contact for IT for the site.
- End-user desktop, laptops, and office IT with smart hand support for network and servers.
- Installation support for various software on end-user systems and servers when required
- New users onboarding preparing IT assets and tools.
- Offboarding support, collecting IT assets sanitizing IT assets and keep in stock.
- Executive / VIP support.
- Coordination and remote hand support to the backend team for Network & server smart hand support.
- IP phone, Video conference support, Level 1 Multifunction printer support.
- Configuring, deploying, and troubleshooting enterprise and personal desktop and laptop computers, personal productivity devices, and business applications.
- Supporting midrange servers.
- Supporting network devices such as switches, routers, and Wireless Aps with the help of the backend team.
- Handing tickets on ServiceNow or a similar ticketing system.
- Troubleshooting VPN.
- Application support with Microsoft Office (Outlook, Word, Excel, and PowerPoint) and SharePoint.
- Troubleshooting MS Windows 10.
- Troubleshooting MS Office 365 issues for end-users.
- Office IT Asset Management.
- Coordinate external vendors when engaged for support.
- Work independently and coordinate in-house IT projects.
- The engineer should manage most of their time around activities involving BAUs -
- SLAs, CSAT, Response Time to Client, Average Resolution time, Open incident backlog and maintaining SOP’s and Runbooks for global team use
- Should provide technical guidance to Site Tech, prioritization on workload and resource capacity planning
- Should be leading the project support team
- Asset/stock management / E-Waste, Site Tech Onboarding / Training / Process alignment / Documentation, Onsite Training / User Education, Vendor Coordination
DESIRED SKILLS & EXPERIENCE
- 5+ years’ experience in IT support demonstrating increasing levels of responsibility and technical expertise in a corporate enterprise environment.
- The key responsibilities for this position include having prior experience in a manufacturing plant setting and being willing to participate in safety trainings and wear appropriate PPE while working.
- Minimum of 5 years of IT support experience, with a focus on white gloves support
- In-depth knowledge of Microsoft Windows 7 and Windows 10 operating systems and their related remote access.
- Knowledge & experience with ServiceNow or similar ticketing systems.
- Understanding of Active Directory.
- Plant environment knowledge and Experience.
- Familiarity with Microsoft server technologies and their associated user management tools, including Active Directory, Office 365, SharePoint, File, Print, DHCP, and DNS.
- Self-disciplined and highly motivated.
- Good decision-making skills
- Should be able to priorities workload based on SLAs and user impact