IT Assets Assistant
The IT PTS Assets Assistants support all areas of Plant Technology. They serve as members of the IT Plant Technology Services (PTS) team providing on-site technical support during busy production hours at multiple facilities. IT PTS Assets Assistant will report to IT PTS Shift Managers or Supervisors.
Will serve as the key contact person in IT PTS for monitoring, recording, maintenance and distribution of all IT assets and equipment including all RF devices, computers and electronic items.
Respond to all Customer requests in timely and professional manner by answering support calls and dispatching technicians.
Data entry (management of data) -accurately prioritize, categorize, track and log calls, tickets, chats, etc. following internal tracking protocols.
Research/troubleshoot issues using the available tools.
Navigate internal/external reference support materials.
Escalate issues to senior support teams and supervisors as required.
Proactively following up on all open issues
Follow standard IT Operations procedures and Safety/GMP practices.
Request of RMAs and shipment preparation of equipment requiring external service.
Assist and support spare parts ordering and purchase process.
Conduct regular inventory of spare parts as well as equipment in production.
Provide input and participate in strategic planning sessions.
Provide end-user Desktop support via remote support tools.
Ensure customer and partner inquiries are responded to within established timeframes and customer care and technical support service levels are achieved.
Other duties as assigned by shift manager, shift supervisor or senior staff.
Detail oriented and able to manage multiple priorities.
Good knowledge of Microsoft Windows operating systems and software applications.
General knowledge of PC hardware and peripherals.
Understating of relational databases.
Good problem-solving skills. Ability to visualize a problem and think abstractly to solve it.
Good interpersonal skills and ability to work well with others a must.
Remain productive during slow times & be able to multitask effectively during busy times.
Exercise patience and professionalism during stressful situations.
5 day, 40hr work week including Saturdays and/or Sundays (some holidays) - DAYSHIFT.
4 day, 40hr work week including Saturdays and/or Sundays (some holidays) - NIGHT SHIFT.
Ability to work in cold environments- 38 degrees Fahrenheit.
Ability to work responsibly without direct supervision.
Ability to lift up to 35 pounds occasionally.
Proficient in English a requirement.
Spanish as a second language a PLUS but not a requirement