IT Service Management Technician II

Company Information

Headquartered in St. Augustine, FL, with offices and manufacturing facilities all around the globe, Amphenol CIT is one of the world's leading designers and manufacturers of high-performance wire, cable, and medical devices. We provide complete interconnect solutions to industries like Aerospace, Military & Defense Electronics, Space, Medical, Test & Measurement, and Industrial.

Our talented team of employees worldwide helps bring movies to your seat on airplanes, deliver mission-critical information from drones to the command office, transfer heart rhythm to paper, route communications from space, connect power to downhill oil drills, and get planes back in the air faster. At Amphenol CIT, we make the amazing possible. Take the next step to become an integral part of our team by applying today and kickstart your journey with us.


SUMMARY

The Service Management Technician II will troubleshoot, diagnose, and resolve problems related to computer hardware, software, mobile devices, printers and other technology tools and products. Working in a team environment, the Service Management Technician will provide end-user and visitor support in accordance with established operational and procedural measures and document events for reference/tracking and compliance purposes. Incidents and requests will be tracked in a helpdesk ticketing tool. A positive Customer Service oriented attitude is required.

ESSENTIAL JOB FUNCTIONS

• Receive, prioritize, and respond to Service Desk requests by established service-level agreements (SLAs).
• Manage user and device event tracking through the global ticketing system.
• Resolves issues with computer hardware, software, mobile devices, printers, and other technology tools via in person, phone, or email.
• Perform remote troubleshooting using diagnostic techniques and relevant questions.
• Walk customers through problem-solving processes.
• Direct unresolved issues to the next level of support personnel.
• Identify and suggest possible improvements to procedures.
• May assist with software or device installations, user profile setups, or password resets.
• Maintains records and tracks incidents and requests in the Service Desk ticketing tool.
• Participate in creating and maintaining enterprise operations documents (e.g., policies, standards, procedures, and guidelines).
• Provide periodic assistance to internal and external auditors.
• Ensure risks associated with changes to critical assets are considered and adequately mitigated before implementation (i.e., change control).

*Other duties as required in support of the department and the company*

SUPERVISOR RESPONSIBILITIES

The responsibilities of this role do not include supervising other employees.

QUALIFICATIONS

To succeed in this job, an individual must satisfactorily perform each essential job function. The requirements below represent the required knowledge, skill, and ability. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

EDUCATION and EXPERIENCE

• A bachelor's degree in computer science, information systems, or a related field or equivalent work experience is preferred.
• 3+ years of IT help desk technician experience.
• Experience with Windows and MS Office is required.
• ERP/MRP software such as SAP is required.

CERTIFICATES, LICENSES, REGISTRATIONS

• A+ Certification and ITIL Foundations Certification required.

LANGUAGE REQUIREMENTS

• Excellent verbal and written communication skills in English.
• Ability to read and understand verbal and written instructions.
• Conversational in any other language preferred.

MATHEMATICAL SKILLS

• Basic arithmetic: add, subtract, multiply, and divide whole numbers, fractions, decimals, and percentages.

JOB SKILLS

• Tech-savvy with working knowledge of office automation products, databases, and remote-control tools.
• Good understanding of computer systems, mobile devices, and other tech products.
• Ability to diagnose and resolve fundamental technical issues.
• Customer-oriented, positive attitude, and cool-tempered.
• Ensuring timely response and maintaining quality standards.
• Reliable and flexible, willing to work added hours on short notice to complete orders and special projects and meet customer demands.

PHYSICAL DEMANDS

As part of their job duties, the employee must be able to sit, stand, and walk throughout the day while frequently using their hands to handle objects and communicate verbally. Additionally, they may need to reach, stretch, push, pull, crouch, stoop, and occasionally lift objects weighing up to fifty (50) pounds. This role requires specific vision abilities, including close, distance, color, peripheral vision, depth perception, and the ability to adjust focus. According to ADA regulations, reasonable accommodation will be provided to ensure that individuals with disabilities can perform the job's essential functions.


WORK ENVIRONMENT

This is an air-conditioned work environment where employees have desks or cubicles and work in a fixed location. The physical environment is usually comfortable, well-lit, and equipped with the necessary facilities and hardware. The company culture is a culture of teamwork, communication, continuous improvement, business casual, strategic, and goal oriented. The working conditions are stable, predictable, and secure.


ENVIRONMENTAL POLICY

Amphenol Cable & Interconnect Technologies is fully committed to minimizing the environmental impact of its operations, activities, and products. To achieve this, we adhere to all applicable environmental regulations and laws, prevent pollution, and continuously improve our environmental performance in all our global operations. This is possible through an Environmental Management System that provides a framework for setting and reviewing our environmental objectives and targets. We aim to identify and reduce any negative environmental impact our business activities may have.

PERSONAL PROTECTIVE EQUIPMENT REQUIREMENTS

• ASTM F2412 and ASTM F2413 rated safety toe shoes in specific areas.
• Clear ANSI Z87.1 safety-rated glasses in specific areas.
• Hearing protection in specific locations.

EXPORT COMPLIANCE DISCLAIMER

This position includes access or potential access to ITAR and EAR (Export Administration Regulations) technical data. Therefore, candidates must qualify as US Persons, defined as US Citizens or Permanent Residents (Green Card Holders).

TRAVEL

Approximately 0% of travel is expected.

AMPHENOL CIT RESERVES THE RIGHT TO MODIFY, INTERPRET, OR APPLY THIS JOB DESCRIPTION IN ANY WAY THE COMPANY DESIRES. THIS JOB DESCRIPTION IN NO WAY IMPLIES THAT THESE ARE THE ONLY DUTIES, INCLUDING ESSENTIAL DUTIES, TO BE PERFORMED BY THE EMPLOYEE OCCUPYING THIS POSITION. THIS JOB DESCRIPTION IS NOT AN EMPLOYMENT CONTRACT, IMPLIED OR OTHERWISE. THE EMPLOYMENT RELATIONSHIP REMAINS "AT-WILL." THE AFOREMENTIONED JOB REQUIREMENTS ARE SUBJECT TO CHANGE TO REASONABLY ACCOMMODATE QUALIFIED DISABLED INDIVIDUALS.

Amphenol CIT is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. For more information regarding EEOC requirements please visit




Due to the nature of our business, the candidate must be able to legally work in the United States; we are unable to provide sponsorship. Position requires candidate to be a U.S. person as defined in ITAR, 22 CFR 120.15 (U.S. Citizenship or Resident Alien Status) and defined by 8 U.S.C. 1101(a) (20).

Amphenol CIT participates in the United States Department of Homeland Security E-Verify program. The E-Verify program is a web-based employment eligibility verification system for newly hired employees operated by the U.S. Citizenship and Immigration Services.

Any candidate that needs an accommodation or assistance with the application process should contact HR at View email address on click.appcast.io