A recognized services company in Delaware is looking to add a new IT Support Technician to join their growing team in Wilmington. In this role, the IT Support Technician will be responsible for providing leveraged operational support for all aspects of IT infrastructure and to the businesses and functions, including support for business computers, high-end computing workstations, servers, telecommunications, etc. Responsibilities: The IT Support Technician will:
- Engage with customers via phone, email, chat, and in person to answer questions, resolve problems, and ensure a seamless customer experience
- Provide end user support for installation of manufacturing applications
- Install, configure, support, and maintain of standard specialized and customized applications found in both the Businesses and functions
- Install, configure, support and maintain of standard, specialized, customized computers and workstations performing specialized tasks within the Businesses and Functions
- Support and maintenance tasks of network telecommunication equipment, including network routers, switches, wireless access points, VoIP telephones, etc.
- Work with vendors involving business specific applications to manage and implement within the environment
- Coordinate the resolution of end user problems, providing the appropriate level of support and escalating issues as needed
- Communicate with stakeholders so that expectations of problem resolution as set early and often
- Participate in collaborative work and service restoration teams as needed to ensure standards are being followed and that service is restored quickly and correctly.
- Perform root cause analysis to prevent repeat issues; drive continuous improvement by recommending procedures and controls for problem prevention and providing feedback to the Solutions Delivery Team
- Perform other duties, as needed
Qualifications:
- 3+ years of IT Support experience
- Associate's and/or Bachelor's degree in Information Technology, Computer Science, or related field or comparable experience
- Familiar with wired and wireless network architecture, troubleshoot LAN, maintain switch cabling, IP phone troubleshooting, etc.
- Experience with Server and desktop integrated applications
- Well-versed with computer hardware and accessories
- Well-versed with Microsoft operating systems (Windows 7 & Windows 10)
- Well-versed with Microsoft Office software - Office 2010, 2013 Office 365
- Familiarity with Audio/Video conferencing through Microsoft TEAMS
- Basic understanding of network installation and support
- Ability to multi-task and work collaboratively
- Great interpersonal skills
- Excellent communication skills (written and verbal)
- Strong attention to detail
- Highly organized
Desired Skills:
- Previous experience working with DuPont/Dow Information Technology organizations
- Familiar with ServiceNow
- Works well and collaboratively with others
- Familiarity with supporting Mobile Devices (iPhone, iPad, Android, tables, etc.)
- Basic understanding of Printers (local and Network) as well a printing method (Server & DirectIP Printing)