IT Technician, Service Delivery

ALLTECH CONSULTING SVC INC; Fort Wayne (IN); On-site; USD 45,000 - 65,000; Full time

Job summary

A leading company seeks an IT Technician to resolve technical issues and ensure client satisfaction. This role focuses on user support and technical solutions while interacting with diverse internal teams and third-party vendors. Candidates should have strong analytical, problem-solving skills, and experience in technical support, ideally holding an Associate's degree in Computer Science or equivalent.

Qualifications

• Minimum 4 years of relevant direct technical support experience.
• MCP or MCSE certification is desired.
• Experience in pharmaceutical environment preferred.

Responsibilities

• Provide technical solutions to meet business requirements.
• Install and configure software applications.
• Support clients with service requests.

Skills

Interpersonal skills

Analytical skills

Problem-solving skills

Attention to detail

Customer satisfaction focus

Education

Associates degree in Computer Science

Tools

MS-Office 365

Teams

Visio

Outlook

Job description

The IT Technician will be responsible for ensuring that client related technical issues are resolved in a quick and proper manner. This position will require significant interaction with internal clients, IT associates, and third-party service providers. Position requires a strong bias towards service, quality, and customer satisfaction.

The Location:
This position is based in our Greendale, IN site

Key Competencies:
• Must have excellent understanding of personal computers, peripherals & associated accessories. Solid understanding of personal computing applications (MS-Office 365, Teams, Visio, Outlook, etc.).
• Excellent working knowledge of networks and server infrastructure.
• Good working knowledge of business applications.
• Responds directly to clients regarding routine requests in a timely manner.
• Assists colleagues in providing counsel to others on complex issues; aids in the development of strategies for achieving client goals.
• Good analytical and problem-solving skills, with strong attention to detail.
• Strong interpersonal skills with excellent written and verbal communication abilities.
• Self-motivated with the ability to function independently in a deadline driven work environment.
• Good understanding of computer systems validation is desired.

Key Responsibilities:
• Understands basic user technology issues and provides solutions based upon basic proven methods.
• Researches, evaluates, and provides technical solutions to address defined business requirements. Identifies alternatives and present recommendations that meet user needs and comply with established standards.
• Interacts with clients to process basic service requests or resolve basic technical problems.
• Replaces and rebuilds hardware components as needed.
• Installs/removes/configures basic software applications.
• User account administration
• Procurement in accordance with corporate guidelines
• Compliance with purchasing licensing guidelines
• Coordinate local support vendor relationships
• Ensures compliance with system patching & AV requirements
• General site application support & troubleshooting
• General network, telecom & server support
• Ensures call tickets are updated and closed in a timely manner. Escalates calls to manager and other teams as required.
• Understands and complies with relevant Standard Operating Procedures.
• Flexible on-call time for emergencies and special projects.
• Effectively communicates clear, concise, and accurate status as required.
• Provide updates of specific site requirements.
• Other duties as may be assigned or required.

Requirements:
• Associates degree in Computer Science or related discipline. Equivalent work experience will be considered.
• Microsoft Certified Professional (MCP) or Microsoft Certified Systems Engineer (MCSE) certification is desired.
• Minimum of 4 years relevant direct technical support experience.
• Typical hours of work, 8hrs/day: 7:30am to 4:00pm, 8:00am to 4:30pm, or 8:30am to 5:00pm
• Work experience within a pharmaceutical manufacturing and/or laboratory environment is preferred but not required.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Ability to speak English.
• Ability to work effectively under pressure to meet deadlines. Individual may be required to sit, stand, walk regularly and occasionally lift 0-50 pounds. Be accessible to general office, laboratory & manufacturing areas and use required office equipment. Specific vision requirements include reading of written documents and frequent use of computer monitors.
• Must be able to work non-standard hours (weekends, evenings, nights) as needed