Senior IT Site Technician

Position Summary

Supports IT site leaders/managers in delivering technical services and solutions to assigned facility. 
 
The Senior IT Site Technician is responsible for providing end user and providing end user technical support in the following areas. software/hardware peripherals, network, telephony, data communication technologies, servers and workstation configuration.  
Assists with troubleshooting client/server environments.  Implement company standard infrastructure and provide support for system upgrades and migrations.  Performs administration activities including creating and supporting network accounts, computer accounts, application accounts, email accounts, and group memberships. Provides Administration through Azure portal using O365 management tools. 
 
Provides primary and/or secondary support for site specific business applications and supporting mobility devices.
The Senior IT Site Technician has increased autonomy to work directly with vendors; researches and delivers best practices and
solutions; and serves in leadership roles with various projects. 

May require bilingual skills for facilities located outside the United States.

What You'll Do As A Senior IT Site Technician.

60%  End User Technical Support (Skilled)

• Provides support for PCs, telephone system, printers, copiers, network and all other IT equipment (a basic understanding of networking and IP Telephony is required).
• Provides support for facility security systems including security cameras and badge access software/hardware.
• Provides full frontline support along with full rights to System Center Configuration Manager (SCCM) and participates in building images.
• Partners directly with the vendors on solutions.
• Provides support for all facility audio/visual equipment.
• Audits infrastructure security including operating system, security patches, and virus defense.  Remediates missing system patches and updates.
• Recover files using tools like Backup Utilities and Undelete or 3rd party backup solutions.
• Develops and documents standard procedures for both IT and end users.
• Responds and logs Service Desk tickets, providing phone and hands-on support to STERIS employees.
• Diagnoses problems through discussions with users, using appropriate problem recognition, researches, isolation and resolution steps, which include the use of remote assistance technologies.
• Processes Service Desk tickets requesting new access/equipment for customers in accordance with Service Desk policies.
• Initiates escalation procedures when needed, notifying appropriate technical and/or managerial personnel and key customers.
• Provides instructional End-User Support/Basic troubleshooting for telephones (assigning numbers, basic connectivity, etc.)  
• Monitors and processes web-based, voicemail and in person requests for customer assistance.
• Facilitates system hardware installations/relocations as required utilizing STERIS approved installation methods.
• Installs, configures and troubleshooting software utilizing System Center Configuration Manager (SCCM)
• Support MDM software and mobility devices and local printing environments.
• Assign O365 Lice and manage accounts.

35% Infrastructure Support

• Creates folders, passwords, and user accounts through Active Directory
• Orders equipment and desktop peripherals
• Supports backend processes (Verify backups, making folders, active directory maintenance)
• Increased participation in upgrade processes (i.e. server software) -- patching process (PCs and Servers)
• Increased responsibility with server maintenance
• Takes initiative to review data center and partner directly with vendors on resolution
• Provides support for account administration and auditing for user accounts in active directory, Exchange, AS400, and various other applications.
   

5%   Project Management 

• Research and presents new hardware/software solutions
• Works under more autonomy, less direct supervision
• Develops effective relationships with Site users and Corporate IT partners  
• Starts to take on projects and some ownership
• Leverages resources outside of facility

The Experience, Skills, and Abilities Needed

Required:

• Vocational / Technical degree is required 
• Minimum of 3+ years’ experience with IT Helpdesk/Service Desk.
• 1-2 years of experience with Server (backups, applications).
• Basic networking and telephony experience
• More advanced troubleshooting skills (Desktop, Server).
• Vendor experience and partnership.
• Windows Operating Systems’ experience is Required

Preferred:

• O365 Management experience is preferred
• Software packaging and deployment experience is preferred
• Manufacturing support experience is preferred.
• Leaning manufacturing experience and knowledge is preferred.
• Basic project management experience is preferred.

Skills:

• Ability to effectively troubleshoot with strong analytical and logic-based skills.
• Strong Customer service etiquette with strong verbal and written communication skills.
• Strong listening and critical thinking skills and ability to work with a large variety of Customers and high-stress situations.
• Must be a self-starter who adapts readily to changes in workload, staffing and scheduling.
• Must be able to receive formal/informal training and retain the information so that it may be applied later at an independent level.
• Confidence in working with other managers, system sponsors, software developers, external consulting resources, network administrators, project managers, systems administrators and engineers, database administrators, end users, directors, and vice presidents.

What STERIS Offers:

We value our employees and are committed to providing a comprehensive benefits package that supports your health, well-being and financial future.
 

Here is a brief overview of what we offer: 

• Market Competitive Pay
• Extensive Paid Time Off and (9) added Holidays
• Excellent Healthcare, Dental and Vision Benefits
• Long/Short Term Disability Coverage
• 401(k) with a company match
• Maternity and Paternity Leave
• Additional add-on benefits/discounts for programs such as Pet Insurance
• Tuition Reimbursement and continued education programs
• Excellent opportunities for advancement in a stable long-term career.

 
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