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Endpoint Support Technician

2 months ago

Greenfield, United States Avery Dennison Full time
Job Description

Company Overview
Avery Dennison Corporation is a leading global provider of materials science and digital identification solutions. We specialize in delivering a diverse array of branding and information solutions that enhance operational efficiency, promote sustainability, and strengthen connections between brands and consumers. Our offerings encompass labeling and functional materials, RFID inlays and tags, and software applications that bridge the physical and digital realms, ultimately enhancing the customer experience across various industries.

Role Overview
The IT Support Technician (internally referred to as GTS Specialist) plays a crucial role in managing all technology-related needs within the supported business units and locations. The primary focus of this position is to oversee Avery Dennison's endpoint computing and site infrastructure, providing essential 'smart hands' support and driving continuous improvement in technology and processes.

Key Responsibilities

  • Administer and support endpoint devices, including laptops, desktops, mobile devices, printers, and thin clients throughout their lifecycle, from provisioning to decommissioning.
  • Promote adherence to IT policies and standards.
  • Provide on-site 'smart-hand' support, including on-call assistance as per the rotation schedule.
  • Implement ITIL processes such as change, incident, and problem management.
  • Ensure compliance with SOX controls.
  • Take ownership of reported issues, ensuring resolution of issue tickets.
  • Conduct research, diagnosis, troubleshooting, and identification of solutions to resolve technical issues.
  • Deliver prompt and accurate feedback to end-users.
  • Act as a technical advisor to management and users, ensuring they have the necessary IT resources for success.
  • Maintain accurate inventory of IT equipment, software, and licenses using the Asset Management Tool.
  • Install, upgrade, and replace software and hardware products in accordance with Avery Dennison standards.
  • Collaborate with service vendors and other IT teams to ensure seamless service continuity.
  • Assist in implementing best practices and IT standards to optimize resource utilization.
  • Provide training on Avery Dennison's software and systems, including group presentations and one-on-one sessions.
  • Perform additional duties as assigned.

Qualifications

  • High School diploma or equivalent required.
  • Completion of Information Technology courses or certifications is mandatory.
  • A Bachelor's degree in a business or technology-related field is preferred.
  • Minimum of 3 years of relevant experience, including:
    • 3-5 years of experience in routine software installations and updates.
    • 3-5 years of experience in troubleshooting and resolving issues related to computer, server, network, and telecommunications systems.
  • Familiarity with information systems environments and applicable computer systems, such as Microsoft Office and function-specific software.
  • Basic understanding of ICT infrastructure.
  • Strong verbal, written, and data entry skills; proficiency in local language and English.
  • Self-motivated, flexible, and creative in problem-solving.
  • Ability to work collaboratively in a team while also being capable of independent work.
  • Experience in interfacing with cross-functional teams to define and execute requirements.
  • Proven track record of providing exceptional customer service.
  • Skilled in methodical problem-solving and analyzing issues to develop innovative solutions.
  • Proactive in completing critical tasks, especially in team environments with interdependencies.
  • Ability to work effectively under stress and manage shifting priorities.
  • Experience in a manufacturing setting is highly valued.
  • ITIL foundation training is a plus.
  • Willingness to travel to support other locations as needed.

Additional Information
Avery Dennison is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status, or other protected status. All information will be kept confidential according to EEO guidelines.