IT Field Services Technician

DP World•York Township, PA

4d•Onsite

About The Position

The IT Field Services Technician is based in York and provides technical support for assigned plant areas. The role helps maintain standards established by system and network engineering teams across desktop, WAN, LAN, server, and disaster recovery environments. It provides diagnostic and first-level incident support, maintains site-specific IT documentation, and supports plant operations, including when weekend, holiday, or after-hours assistance is required. The technician develops working knowledge of critical operational applications and processes to support and train users, performs hands-on PC-level fixes and changes, coordinates equipment repairs, and maintains spare equipment and asset records. The role also creates and updates work instructions, monitors service desk alerts, follows security and purchasing procedures, and provides onsite assistance for launches, expansions, site changes, and infrastructure refreshes. Other plant-related IT responsibilities may be assigned according to site needs, availability, and skills.

Requirements

Community College diploma required; a university degree is preferred, or an educational equivalent and/or significant relevant experience.
Experience with general PC repairs and PC-based applications.
Excellent verbal and written communication skills in English and the local site language, when applicable.
Strong attention to detail and ability to create and document processes and procedures.
Ability to work in a demanding environment, handle stress positively, and maintain a high degree of confidentiality.
Excellent organizational and problem-solving skills.
Ability to handle multiple tasks.
Strong understanding and working knowledge of desktop hardware, operating systems, and software.
Good understanding of network systems and protocols, as well as server hardware and operating systems.

Nice To Haves

Experience working with Warehouse Management systems in a shop-floor environment is desirable.
University degree.

Responsibilities

Maintain standards established by system and network engineering teams for plant desktop, WAN, LAN, server, and disaster recovery support.
Provide diagnostic support to System and Network Engineering Teams and the Service Desk for plant desktops, WAN, LAN, and servers, and capture site-specific network, server, and end-device documentation.
Provide first-level support for plant incident management and site problem and change management, including weekend, holiday, and after-hours support when required.
Take on other plant-related IT support responsibilities as needed, including creating ad hoc reports using standard reporting tools such as Qlik Sense and PowerBI.
Report site IT downtime and changes to production schedules using the appropriate communication procedures.
Develop and maintain functional knowledge of critical operational application software and processes to support and train site users.
Develop and maintain technical knowledge of critical operational software applications, IT processes, and procedures used at the site.
Perform hands-on PC desktop fixes and changes, including installing and upgrading software, installing hardware, performing and validating file backups, managing backup media custody, and configuring applications as directed.
Organize IT equipment repairs, maintain usable spare equipment inventory, and maintain an equipment repair log as directed.
Follow IT purchasing and asset-tracking procedures, receive IT assets, update the asset inventory, and participate in decommissioning end-of-life assets.
Create or update work instructions for new or modified tasks and ensure documentation follows the required format and is stored in the designated location.
Monitor service desk alert emails and resolve or escalate notifications as required.
Follow security procedures by proactively identifying and escalating security issues to the TSS team lead or appropriate manager, and follow purchasing processes to track IT equipment throughout its lifecycle.
Provide onsite support for site launches, expansions, changes, and server or network refreshes.
Perform other duties as assigned.