IT Service Delivery Technician

Core Job Post

By living according to a common set of values, we create a culture that unifies, embraces the uniqueness we all bring to the company, and positions Integer for long-term success.

At Integer, our values are embedded in everything we do.

Customer: We focus on our customers' success

Innovation: We create better solutions

Collaboration: We create success together

Inclusion: We always interact with others respectfully

Candor: We are open and honest with one another

Integrity: We do the right things and do things right

Job Summary:

The primary purpose of this position is to support and maintain all IT hardware and software; including desktops, laptops, printers, mobile devices, phones, peripherals and client software. Provides direct support to office, manufacturing and engineering environments in person, over the phone and via e-mail to local and remote Associates. Participates in the development of IT support processes, tools and documentation for company.

Accountabilities & Responsibilities:

• Adheres to Integer's Values and all safety, environmental, security and quality requirements including, but not limited to: Quality Management Systems (QMS), Safety, Environmental and Security Management Systems, U.S. Food and Drug Administration (FDA) regulations, company policies and operating procedures, and other regulatory requirements.
• Provides support for client computing hardware and software.
• Builds, configures and deploys desktops, laptops and related peripherals
• Troubleshoots and resolves issues by utilizing Standard Operating Procedures
• Provides technical guidance and training to internal associates
• Provides outstanding service to our Associates and always exceed their expectations.
• Provides after hours support as needed for responsible site(s)
• Follows redeployment and disposal processes.
• Participates in ensuring that customer requests via the ticketing system are managed to closure.
• Delivers results in support of achieving the organization's Service Level Agreements and high customer satisfaction ratings.
• Participates in Knowledge Management activities by creating internal documentation and self-help articles in the knowledge base for use by IT Service Desk and Associates.
• May provide assistance to other IT functions such as performing server installations, back-ups, networking & telecom support and implementations, software patch deployments, etc.
• Provides support and backup coverage for other local site support teams as needed.
• Strives to identify continuous improvement opportunities by monitoring support issues at sites to identify patterns and common issues with the aim of reducing reoccurring incidents and significantly improving the quality of our service.
• Performs other duties as required.

Education & Experience:

• Minimum Education:
  • Associate's degree required. Bachelor's preferred.
  • Related certifications preferred: MOS, MCTS, A+, ACMT and ITIL V3.
• Minimum Experience:
  • 0-3 years of experience with an Associate's degree supporting the areas outlined in the technical requirements above.
  • Experience supporting manufacturing and engineering companies preferred.

Knowledge & Skills:

• Special Skills: Strong interpersonal skills, communicate effectively with people at all levels of the organization and have experience creating polished, comprehensive documentation. Practiced, logical approach to technical problem solving. Capable and willing to adapt to rapid changes. Ability to work from a ticket queue, prioritize well and manage time. Work effectively with local and remote team members. Communicate effectively with people of different backgrounds and levels of technical capability. Positive, customer support- focused attitude.
• Specialized Knowledge: Strong technical knowledge and hand-on experience with each of the following is required:
  • Windows 10/11, Office 365
  • Windows 10Imaging desktop and laptops
  • User and computer object management in Active Directory
  • Symantec End Point Protection or similar client-side security software
  • Identifying and removing viruses and malware
  • Network printers and multi-function devices
  • Client-side networking and troubleshooting
  • Cisco IP desk phones and voicemail
  • WebEx or similar web conferencing systems
  • Troubleshooting and resolving problems remotely
  • Experience with any of the following is valuable:
  • Current Mac hardware and OS X support
  • Enterprise iOS device management
  • Altiris/Symantec Management Console
  • Engineering Design Tools: CAD, Pro-E, Solidworks, etc.
  • ERP and manufacturing
• Other: Ability to travel locally between sites as needed. Infrequent domestic travel, up to 10%.

Our total rewards program is designed to attract, retain, and motivate associates to contribute to Integer's success. Our compensation program includes base wages, a cash-based incentive program supporting our pay-for-performance philosophy, overtime pay, shift differentials, and call-in pay, when applicable. We provide a comprehensive benefits package with immediate eligibility including medical, dental, vision, disability, life insurance, and adoption benefits. Parental leave is available after one year. Optional employee-paid programs include supplemental life insurance, critical illness, hospital indemnity and accident insurance. Employees are immediately eligible to participate in the 401(k) plan with company matching contributions. We provide 80 hours (10 days) of company designated holidays per year plus an annual allotment of paid time off.

U.S. Applicants: Equal Opportunity Employer. In addition, veterans and individuals with disabilities are encouraged to apply.