IT Support Technician II

Jabil•Byhalia, MS

About The Position

Provides technical support to end users for PCs, servers, hardware, and software applications. The role supports site IT operations, administers and troubleshoots systems and equipment, resolves user problems, and provides end-user training and technical assistance. It also contributes to process improvement, customer service, security, and collaboration across the IT organization.

Requirements

Strong collaboration skills and a positive attitude when working within a large IT organization; teamwork is essential.
Adhere to company policies and procedures, including health, safety, quality, and security requirements.
Maintain discretion and confidentiality regarding data, proprietary information, and IT systems.
Interpret instructions provided in written, oral, diagram, or schedule form.
Understand and support the business and IT strategic direction.
Follow all safety and health rules and regulations associated with the position and as directed by a supervisor.

Responsibilities

Coordinate with suppliers and service providers to ensure tasks are completed.
Monitor asset inventory and maintain an inventory of computer parts and a log of repairs and service performed.
Verify backups, daily checklists, and account maintenance; administer backup-tape rotation.
Serve as the point of technical escalation and provide on-call support.
Perform periodic software-license audits.
Create and configure ghost images for site hardware; create and image MES and SAP RF scanners.
Maintain and troubleshoot the site PBX and provide support for wireless devices such as BlackBerry devices.
Identify and purchase hardware using the CER process.
Administer network hardware, including enabling and disabling ports; administer file services, print services, and terminal servers.
Document new processes and support business-systems documentation, process flows, CMRs, and troubleshooting.
Follow procedures related to the ISS security policy and company security policy.
Provide end-user training and technical assistance.
Assist administrators with rotational duties in network, systems, business systems, and database administration, including equipment and server maintenance, backups and restores, account maintenance, daily checklists, and troubleshooting.
Load software packages and verify that they operate correctly.
Troubleshoot and resolve end-user problems and ensure correct operation of personal computers; reproduce user problems to resolve operating difficulties.
Participate in the exchange of ideas and information within the department, encourage team input, and provide regular updates to appropriate managers.
Identify and implement ways to reduce costs by streamlining or re-engineering processes and systems.
Drive continuous improvement through trend reporting, analysis, and metrics management; ensure procedures and work instructions are efficient and nonredundant.
Offer ideas and suggestions for improvement and identify and implement new practices and processes.
Prioritize customer service by anticipating and exceeding expectations and resolving problems quickly and effectively.
Consult the reporting manager about complex or unusual situations and establish new measurement systems where possible.
Share knowledge and information with other Jabil facilities to promote organization-wide best practices.
Perform other duties and responsibilities as assigned.