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.