IT Technician

Scope

The incumbent is responsible for evaluating and diagnosing computer and devices equipment, software, or network components to identify faults and failures applying systems techniques and procedures, including consulting with users, to determine hardware, software, or system functional specifications. Also responsible for prioritizing and managing services requests. Follow and comply with all company IT Policies and SOPs.

Job Summary

The incumbent is responsible for evaluating and diagnosing computer and devices equipment, software, or network components to identify faults and failures applying systems techniques and procedures, including consulting with users, to determine hardware, software, or system functional specifications. Also responsible for prioritizing and managing services requests. Follow and comply with all company IT Policies and SOPs.

Essential Functions & Accountabilities

• Ensure technology is accessible and equipped with current hardware and software.
• Performs equipment repairs, build cables, replaces boards and components to identify or remedy failures.
• Performs local and remote testing on equipment, including running computer programs and using tools to diagnose faults.
• Coordinates timely repair of PC computer equipment covered by third-party vendor maintenance and warranty agreements.
• Orders and inventories spare parts and supplies to ensure equipment availability.
• Maintains and logs current and accurate inventory technology hardware, software, and IT resources.
• Provides network accounts, systems access, and passwords as required, create new users and passwords unlock.
• Troubleshoots virtual environment problems and perform required tasks including maintain virtual computers.
• Ensure compliance/support business in regulatory and standard processes related with IT.
• Supports software validation activities, new equipment installation and in plant equipment layout movements.
• Makes recommendations about purchase of technology resources and problem solving.
• Assists with the planning, design, research, and acquisition of new or upgraded hardware and software systems; maintains current knowledge of hardware, software and network technology and recommends modifications as necessary.
• Supports the systems and assures compliance with 21 CFR 820, 21 CFR Part 11 and SOX Regulations.
• Makes hardware and software acquisition recommendations including helping users assess needs and providing justification for equipment and services.
• Perform tasks through Service Desk Trouble request system.
• Receives Trouble calls and log incidents on IT Service Desk System.
• Provides one on one end user problem resolution over the phone for local network Personal Computer/ PC software.
• Ensures services requests completion and communicates solutions to end users.
• Supports on Call process in critical requests when required after hour with proper coordination.
• Provides one on one end user problem resolution over the phone for local network Personal Computer/ PC software.
• Responds call outs within agreed time limits and prioritizing/ managing many open cases at a time (Service Desk).
• Other duties as assigned.

Knowledge, Skills and Abilities

• Technical knowledge of PC, Printers and Office/Network related hardware, desktop applications like Windows OS and Microsoft Office applications.
• Knowledge on TCP/IP Protocols and virtual environments understanding.
• Voice over IP basic knowledge. Phone Systems experience is a plus.
• Ability to work under high-pressure environment.
• Problem Solving and root cause identification.
• Excellent oral and written communication skills in Spanish. Capable of fully understand technical English terms.
• Applies communication skills (advance reading, writing, and technical skills) and mathematical concepts knowledge to perform work and coordination with others.
• Teamwork and customer service oriented.
• Demonstrate analytical skills.
• Dynamic and self-starter.

Experience

• One year of experience in the information technology area.

Education

• Associate Degree in Computer Science or Information Technology (Information Systems).
• A bachelor's degree in information technology systems or engineering, specifically in computer or electrical engineering, is preferred.
• Information Technology certifications (Microsoft, Oracle, etc.) desirable.

“We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.”