Level 2 Onsite Desktop Support Technician

4 weeks ago

Bethlehem, United States Pomeroy Full time

Position summary:

The IT Manufacturing/EPLO Technician will provide onsite support and escalation for enterprise solutions across the region in the Manufacturing/EPLO/GQO area in alignment with IT Business Partners, and support business strategy and objectives in collaboration with Global IT.

The person will be accountable for providing a robust support structure for Manufacturing/EPLO/GQO systems in the region and collaborate with others to ensure systems are running a standard OS, have a defined business and IT owner, and new Manufacturing/EPLO/GQO systems are integrated in alignment with Industry 4 standards.

The role requires excellence in customer service skills and the capability to build strong collaborative relationships ensuring that the day to day needs of the business are met in a timely manner. The role is required to provide guidance and escalation to various business teams including Advance Operations, Engineering and R&D, with specific focus on hardware & software support.

Essential duties & responsibilities: (detailed description)

  • ​​​​Actively participate in securing and containing the manufacturing environment.
  • ​Provide Level 2 support related to Manufacturing/EPLO/GQO issues, for desktop, operating systems, antivirus and application software, development changes as required and ensure technical issues are resolved and solutions are properly documented.
  • ​Develop knowledge base articles on common issues and day to day support, with a focus on shift left activities where possible.
  • ​Have a good understanding of Machine level integration as it applies to Shop Floor systems integration with the business layer. Provide guidance to business and IT teams and contribute to development of standards to be adopted by business and IT.
  • ​Work on approved Global IT Projects, ensuring integration of all new manufacturing systems are in line with Global IT and Industry 4 standards.
  • ​Recommend business processes and implement system changes that improve efficiency, cost savings and business outcomes.
  • ​Support the adoption of enterprise systems across Stryker, minimizing reliance on point or plant specific solutions.
  • ​Contribute to discussions on Manufacturing/EPLO/GQO business projects related to IT hardware, connectivity & software
  • ​Support the delivery teams with adherence to Stryker patching, anti-virus, firewall and security standards on shop floor.
  • ​Promote and increase awareness and adoption of industry 4.0 standards across Global IT Operations and processes.
  • ​Responsible for contributing to process execution across all operational processes (e.g., incident, problem, change, configuration, asset etc.) related to the service.

​​​​

Education & special trainings:

  • Bachelor’s Degree/Diploma in Computer Information Systems, or equivalent preferred.
  • Qualification/Certification in Industry 4 and IT Technologies e.g. Microsoft or equivalent an advantage
  • ITIL Foundations certification required

Qualifications & experience:

  • At least 2 years of experience in the field or in a related area required.
  • Strong communication and relationship skills.
  • Demonstrated ability to lead through influence.
  • Demonstrated ability to manage and execute competing priorities in a fast-paced environment
  • Strong critical thinking / problem solving skills
  • Experience with IT systems in a manufacturing and R&D environment is preferred.

Physical & mental requirements:

  • ​​​Works independently without supervision.
  • ​Strong team player.
  • ​Works effectively with cross-departmental teams.
  • ​Excellent oral and written communication skills.
  • ​Ability to self-direct work efforts, meet deadlines, and produce consistent high-quality work. ​

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