Support Technician
PSG Global Solutions
Support Technician
Job Title: Support Technician
Location: West Henrietta, NY
Working Hours: FT
Contract Length: 6-month contract
Job Description:
Under general supervision, the IT Specialist, Desktop Support provides and maintains high level technical support on operating systems, network protocols and specific application packages in response to end-user requests. Position is of a fully competent level and must have strong interpersonal skills to analyze user problems and requirements and make recommendations to satisfy the identified issues. Must complete assignments/projects as assigned by the End User Support Services Site Manager.
Within the scope of the Organizational Unit:
- Support the mission objectives of the organizational unit
- Work according to operational procedures and Alstom IT security policies
- Ensure that the services meet their Service Level Agreement/Operational Level Agreement targets
- Implement all operational changes in accordance with procedures utilizing appropriate tools and test equipment
- Investigate, diagnose, progress and action all operational events, alarms, incidents and requests to the agreed quality and targets, ensuring that issues are escalated and all records are updated in a timely fashion
- Undertake routine preventative measures and housekeeping tasks and implement, maintain and monitor security and functioning of IT infrastructure and assets as required
- Ensure that the physical environment is maintained and secure according to safety and security requirements
- Manage the installation and inventory of hardware and software as necessary
- Contribute to root cause analysis
- Develop and maintain operational documentation and procedures
- Enforce a strong commitment to standards and process within the team
- Assist the Team Leader and organizational unit manager as appropriate in any mission of his/her request
- Provide support to other organizational units as necessary to provide for, and improve delivery of, IT services
- Be flexible to adjust the working time to operational constraints (Standby, on duties, picket, travel)
- Propose appropriate actions for improving the delivery of his/her services from a quality and cost perspective
Qualifications - External:
- College Certificate or equivalent (Up to 18 months of job-related training beyond high school, e.g., vocational, business, or technical school, DEP).
- Knowledge on trouble shooting and Customer enquiries.
- 2 years experience in IT infrastructure preferably in an internal environment.
- Experience with ITIL Best practice would be an advantage.
$18 - $28 per hour
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