Technical Support Specialist

2 weeks ago


Greenfield Indiana, United States Avery Dennison Full time

Job Overview
An IT Support Technician (internal job title: GTS Specialist) plays a crucial role in managing all technology-related needs within the organization.

Your main duty is to oversee the endpoint computing and infrastructure at Avery Dennison, acting as the Local 'Smart Hands' for on-call support while continuously enhancing the technology and processes in place.


Key Responsibilities:
  1. Manage and maintain endpoint devices (laptops, desktops, mobile devices, printers, thin clients) throughout their lifecycle, including provisioning, refreshing, asset management, and decommissioning.
  2. Promote and adhere to IT policies and standards.
  3. Provide 'smart-hand' support at the site, including on-call assistance as per the rotation schedule.
  4. Implement ITIL (Information Technology Infrastructure Library) processes such as change, incident, and problem management.
  5. Ensure compliance with SOX controls.
  6. Take ownership of reported issues, ensuring issue tickets are resolved effectively.
  7. Research, diagnose, troubleshoot, and identify solutions to resolve technical issues.
  8. Deliver prompt and accurate feedback to users.
  9. Act as a technical advisor to management and end users, ensuring they have the necessary IT equipment for success.
  10. Maintain an accurate inventory of IT equipment, software, and licenses using the Asset Management Tool.
  11. Install, upgrade, and replace software and hardware products in accordance with Avery Dennison standards.
  12. Collaborate with service vendors and other IT teams to ensure seamless service continuity.
  13. Assist in implementing best practices and IT standards to optimize resource utilization.
  14. Provide training on Avery Dennison's software and computer systems, which may include group presentations, one-on-one sessions, and onboarding.
  15. Perform additional duties as assigned.


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