IT Technical Support Technician

Provide support to NA business units and employees/contractors for all technical support requests including configuration, installation, and ongoing maintenance of workstations, business applications, network equipment, operating systems, printers, internet connections, telephones, and mobile devices.  Provide in-person, phone, email, and online technical support for approved IT end-user devices to North America Coloplast associates. Record and manage reported issues and requests in Coloplast’s ticketing system.  Ensure seamless, cost-efficient operations of NA-supported systems and processes.  Ensure NA vendors are delivering on service levels and fulfilling requests per Coloplast expectations.

Major Areas of Accountability:

Asset Management

• Procure, inventory, and manage local IT assets, ensuring inventory is available to meet demand while also maintaining a current inventory of assets as they are procured, deployed, and/or retired.
• Maintain an accurate inventory of all hardware assets, supplies, and software licenses.
• Regularly audit asset usage.  Determine whether assets should be decommissioned, upgraded, or added.

General Support and Operations

• Provide support to NA business units for all technical support requests including configuration, installation, and ongoing maintenance of workstations, business applications, network equipment, operating systems, printers, internet connections, telephones, and mobile devices.
• Respond to all tickets, inquiries, and service incidents in a thorough, careful, efficient manner, using proper spelling and grammar and a kind, helpful tone respecting the company’s vision and values and providing timely and thorough responses to all requests and incidents.
• Guide all tickets to resolution, troubleshooting and escalating, as necessary.
• Coordinate incident escalations locally and with other Global IT support teams.
• Meet established response, resolution, and customer satisfaction service levels.
• Facilitate onboarding and offboarding of end users, including purchasing hardware packages, provisioning and deprovisioning of software accounts and managing access request and software licenses.
• Provide end user training related to workstations, business applications, network equipment, operating systems, printers, Internet connections, telephones, and mobile devices.
• Image new or re-purposed workstation equipment, as necessary.
• Serve as technology liaison for satellite locations.
• Manage recurring issues via the problem management process, identifying root cause and implementing permanent fixes, process changes and/or documentation to eliminate future incidents.
• Ensure knowledge base is accurate and up to date.
• Participate in low-volume, critical, after-hours support calls.
• Occasional travel to NA sites for support or new deployments.

Project Support

• Participate in hardware and software purchases and upgrades including selection, testing, implementation, and ongoing support.
• Assist with testing and the timely application of all critical software/Operating System updates and patches within the organization.
• Participate in projects to integrate new technologies including installing, configuring, and testing new hardware and software.
• Assist with evaluation, testing planning, configuration, implementation and ongoing support of new technologies and services.
• Support internal and external audits, expediting delivery of requested data, reports, logs, etc.

Processes and Audits

• Create procedural documentation for new processes and edit existing documentation when changes are made.  Regularly review processes and procedures and identify and implement changes to improve efficiency.

• Regularly audit expenditures and evaluate opportunities to reduce expenses.
• Assist in the creation, review and improvement of IT Operations processes and procedures in partnership with corporate IT, including managing security incident investigation, managing KPIs and SLAs around server, network and business application availability and ensuring successful script, batch, or backup executions.
• Support and ensure security processes are executed and followed.
• Adhere to global IT processes and procedures.

Vendor Management

• Manage vendors and MSPs and work with other IT teams to ensure the delivery of quality service.  Refer major hardware or software problems or defective products to vendors or technicians for service; Coordinate technicians engaged in problem-solving, monitoring and installing hardware and software equipment.

Other

• Develop and maintain technical proficiency.
• Other duties as assigned.

Essential Qualifications:

• Technical certification or 4 years’ experience performing job duties.  Bachelor's degree in information technology or a related field preferred.
• Strong knowledge of Microsoft desktop environments and software including Microsoft Office 365, Microsoft Active Directory, Anti-Virus suites.
• Office and remote based user support experience.
• Solid understanding and experience troubleshooting issues with PC computers, networks, and software.
• Experience performing a wide variety of duties and responsibilities with accuracy and speed under pressure of time sensitive deadlines.
   

Required Knowledge, Skills and Abilities:

• Outstanding research and troubleshooting skills.
• Detail-oriented, structured, and systematic.
• Open, visible, and approachable with persuasive communication skills, both verbally and in print.
• Confident, collaborative, flexible, respectful, and professional manner.
• Excellent customer service and a passion for helping others.
• Excellent technical and business verbal and written communication skills.
• Strong organizational, time management, and prioritization skills.
• Able to work with minimal supervision and as part of a team.
• Role model of Coloplast’s values.
• Communicates highly technical and constantly changing technology concepts in nontechnical business terminology.
• Adheres to Global IT procedures, guidelines, and policies.