IT Service Delivery Technician Position Available In Burke, North Carolina

Job Description:

By living according to a common set of values, we create aculture that unifies, embraces the uniqueness we all bring to thecompany, and positions Integer for long-term success.

At Integer,our values are embedded in everything we do.

Customer We focus onour customers’ successInnovation We create bettersolutionsCollaboration We create success togetherInclusion Wealways interact with others respectfullyCandor We are open andhonest with one anotherIntegrity We do the right things and dothings right

Job Summary:

The primary purpose of this position is torespond appropriately to Associate’s requests to resolve problemsassociated with internal client computing systems. Screens,diagnoses, researches and resolves issues with personal computers,phones, mobile devices, and related systems. Documents servicerequests and dispatches orders to support groups for problemresolution. Employs good judgment and timeliness in responding toand resolving each issue or complaint to the Associates’satisfaction. Resolution includes but is not limited to thefollowing: Identify, research, and resolves technical problems,timely response to telephone calls, email and chat requests fortechnical support. The position also requires accuratedocumentation and tracking, and monitoring the problem to ensure atimely resolution.

Accountabilities & Responsibilities:

Adheres to Integer’s Values and all safety, environmental,security and quality requirements including, but not limited to:

Quality Management Systems (QMS), Safety, Environmental andSecurity Management Systems, U.S. Food and Drug Administration(FDA) regulations, company policies and operating procedures, andother regulatory requirements. Responds to routine requests for technical assistance via phoneor electronically. Diagnoses and resolves technical hardware and softwareissues. Researches and resolves questions using available informationresources. Advises Associates on appropriate actions to resolve issues orunderstand appropriate steps to execute solutions. Understands and adheres to Service Desk metrics asappropriate. Follows standard Service Desk procedures and other StandardOperating Procedures. Logs all Service Desk interactions into the ITSM appropriatelyand ensures the integrity of the information loaded into thesystem. Identifies, redirects problems and escalates urgent situationsto appropriate resource. Tracks and routes problems, requests and documentsresolutions. Stays current with system information, changes andupdates. Monitors open Service Desk tickets, analyzes reports and takespreventative action to ensure Service Levels are met across IToperational groups. Provides outstanding service to our Associates and alwaysexceed their expectations. Escalation point for Level 1 technicians to answer questions,or help resolve more complex issues. Participates in project focused IT work. Assists with User Administration responsibilities asneeded. Provides guidance and support to more junior team members. Follows up on ticket / issue trends, identifies continuousimprovement opportunities, and makes recommendations for serviceimprovements. Assists with Level 1 duties as needed based on volume or backfill needs. Performs other duties as required.

Education & Experience:

Minimum Education:

Associates degree in computer science, IT,information systems, engineering, related field or relatedequivalent experience. Associate’s degree required. Bachelor’spreferred.

Minimum Experience:

1-2 years of experience in a Service Desk environment. Hands-on technical experience in the installation, maintenanceand operations of networks and network applications Strong working knowledge of fundamental operations of relevantsoftware, hardware and other equipment

Knowledge & Skills:

Special Skills:

Excellent interpersonal, customer service, and communicationsskills. Candidates should be able to communicate effectively withpeople at all levels of the business.

Specialized Knowledge:

Advanced knowledge with Windows operating systems, PC basedtools and products, MS-Office Suite preferred. Knowledge of other IT disciplines such as networking, servers,application development.

Other:

Familiarity with ITIL V3 Foundation principlesU.S.

Applicants:

EOE/AA Disability/Veteran