IT Support

• Work autonomously to provide system operational support, ensuring the effectiveness, efficiency, accuracy, and availability of IT resources and systems for end users.
• Diagnose, troubleshoot, and resolve IT hardware and software issues with minimal direction, ensuring timely follow-up with customers to confirm resolution.
• Install, configure, and maintain IT hardware and applications while identifying potential issues and implementing proactive solutions.
• Utilize the Incident Management system to manage reported issues and requests, documenting all actions and support provided.
• Analyze data to identify trends, escalate recurring problems, and recommend or implement service improvements.
• Coach and develop less experienced IT Support Associates, supervise contract resources, and promote Six Sigma practices to improve processes and reduce costs.
• Collaborate effectively across global teams to troubleshoot and resolve technical issues, including computer, network, and IOT connectivity.
• Partner with the Network LAN/WAN and Print teams to support corporate computer and printing environments.

IT Support Associate – Level IV

Head of Enterprise Architecture

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