Production Support Associate - Level III (IT Support)

Job Summary:

The IT Support Associate - Level I provides operational support to ensure the effectiveness, efficiency, accuracy, and availability of IT resources for end users. This role acts as a primary point of contact for service-related inquiries and collaborates closely with team members while working under direct supervision.

Key Responsibilities:

• Customer Service:

• Serve as the main point of contact for customers regarding service-related inquiries.
• Maintain relationships with key customers and suppliers to ensure satisfaction and effective communication.

• IT Support:

• Provide IT support for designated areas according to established processes.
• Diagnose and troubleshoot issues with IT hardware and software components, escalating problems when necessary.
• Install, configure, or address IT hardware and application issues as directed.

• Incident Management:

• Utilize the Incident Management system to log reported issues and actions taken, ensuring accurate tracking and follow-up.
• Perform initial troubleshooting in line with departmental standards and escalate unresolved issues to higher-level support.

• Additional Responsibilities:

• Assist with various IT tasks and projects as assigned by supervisors.

Key Competencies:

• Effective Communication:

• Develop and deliver clear, multi-faceted communications tailored to the needs of different audiences.

• Customer Focus:

• Build strong relationships with customers and deliver solutions that prioritize their needs.

• Trustworthiness:

• Gain and maintain the confidence of others through honesty and integrity.

• Self-Development:

• Actively seek opportunities for personal and professional growth through both formal and informal channels.

• Situational Adaptability:

• Adjust approaches and demeanor in real-time to respond effectively to shifting demands.

• Incident Management:

• Maintain accurate records of issues and requests, tracking trends for continuous improvement.

• Valuing Differences:

• Recognize and appreciate the diverse perspectives and cultures that enhance the organization.