IT Technician

Are you a self-driven person looking to advance your career as a high-impact player on a team? If so, we have an exciting challenge for you and your future!

Our culture is built on value commitments to innovation, quality, results, integrity, community, people, and collaboration that fosters a strong employee engagement, teamwork, safety and wellness. We offer a competitive benefits package that includes health, dental, vision, wellness programs, employee discounts, retirement plans, tuition reimbursement, ongoing development, advancement opportunities and more.

The position of Information Technology Technician is responsible for providing PC, desktop, network, and telecom services in their assigned region. The position is also responsible for first-level Help Desk support, as needed, to answer/resolve end user questions/problems in addition to monitoring multiple systems including LAN/WAN, servers and applications. The position requires excellent soft skills to ensure that service is provided effectively, efficiently and collaboratively with the IT team and the Hood business. Strong technical and analytical skills will be required to assist with resolving problems in a timely manner. The position requires 24 x 7 availability as needed to provide critical support and services to the HP Hood LLC Business. This position is located in our Oneida, NY Plant.

Essential Duties and Responsibilities:

• Provide technical service and support to the assigned region.
• First level response for all assigned service tickets.
• Support and maintain desktop, LAN, and telecom environments in conjunction with the infrastructure teams.
• Deploy new and upgrade existing equipment and software.
• Travel on a flexible schedule as needed.
• Perform daily operational processing tasks as needed.
• Monitor scheduled system processes to ensure successful completion.
• Investigate and resolve monitoring issues that occur during scheduled shifts.
• Notify or escalate issues to Application Support and Infrastructure departments.
• Ensure rapid restoration of services.
• Ensure service levels are met and escalated items are managed through to closure.
• Deliver IT communications to customers in a seamless working environment with various support teams.
• Ensure the IT Service Desk is manned at all times during stated coverage windows, utilizing all department members as needed.
• Communicate regularly with other IT departments and business units to maintain positive, productive working relationships.

Personal Development

• Continue personal development in both business and technical areas.
• Keep up-to-date with relevant information technology developments relevant to the company’s business.
• Continue to expand knowledge of Hood's business.

Education and Experience:

• Appropriate Microsoft Systems Certifications, A+ Certification, and/or a 2-year computer science degree with related Microsoft and networking experience.
• Microsoft Certified Systems Administrator (MSCA), A+ Certification, and/or related experience.
• ITIL Foundation Certification required.

Skills and Competencies

• Demonstrated relationship-building skills with staff at all levels throughout the organization, locally and remotely.
• Excellent problem-resolution skills.
• Five years of hands-on experience working with and supporting Microsoft and networking environments.
• Strong knowledge of current common infrastructure solutions and PC software products.
• Ability to organize and prioritize tasks and assignments in a high-volume, ever-changing, and unpredictable workload environment.
• Ability to effectively communicate orally and in writing with internal and external contacts, documenting, communicating, and resolving technical issues and problems in a clear and understandable manner.

Exact compensation may vary based on skills, experience and location. The pay range for this position is $73,000 — $85,000 USD.