IT Helpdesk Associate

IT Helpdesk Associate

Requirements

• Has the ability to follow written and verbal directions.
• Has the ability to work effectively under pressure with constantly changing priorities and deadlines.
• Proficiency in use of personal computers, Microsoft Office products (Excel, Word and PowerPoint) and e-mail.
• Business Relationship Management – Practices building strong relationships with business, operations, and other IT groups.
• Customer service orientation
• Service delivery attitude

Responsibilities

• Perform technical and/or administrative tasks to ensure functionality and efficiency of the IT ecosystem.
• Collaborate with other IT professionals (including remote ones) to maintain the department’s standards, functionality, and performance.
• Ensure Customer Satisfaction with the utilization and results of the established processes and procedures.
• Maintain positive relations with all employees and seek suggestions/ways of improving compliance of IT processes and systems.
• Participate in process, procedure, and systems continuous improvement, identify creative ways to reduce costs by streamlining them, and assure they are efficient and not redundant.
• Participate in project activities and ensure timely project delivery. Organize their own work effectively and efficiently.
• Maintain discretion and confidentiality in all areas pertaining to data and proprietary information whether internal to Jabil or customer specific.
• Maintain discretion and confidentiality in all areas pertaining to IT systems.
• Participate in the exchange of ideas within the department. Ask questions and encourage input from other team members.
• Understand and embrace the business and IT strategic direction.
• Provide regular updates to appropriate managers and conference with them on complex or unusual situations.
• Demonstrate commitment to customer service: anticipate, meet and exceed customer expectations, solve customer problems quickly and effectively, make customer issues a priority.
• Exchange knowledge and information with other Jabil facilities to ensure best practices are shared throughout the Jabil organization.
• Ensure 100% adherence to all company, IT and department policy, processes and procedures.
• Comply and follow all procedures within the company security policy.
• May perform other duties and responsibilities as assigned.

Preferred Qualifications

• Bachelor’s degree in computer science, engineering or business discipline preferred, or IT Certification
• 1-2 years IT experience preferred
• Troubleshooting skills (PC break-fix, networking, applications)
• Technical support expertise (Windows OS, Active Directory, SCCM, printing services, structured cabling, Zoom, SQL)
• Knowledge of KPI and SLA, with familiarity in the SNOW tool (ServiceNow)