IT Services Administrator

As the IT Services Administrator your primary responsibilities will include providing support for hardware and line of business applications, mobile devices, phones, applications, and escalating tickets to Network & Systems, Cybersecurity, and Business Application coworkers when necessary; perform asset management, network triage, and access management. Your mission is to deliver world-class technology support to everyone at PAC by ProAmpac.

You are passionate about doing the right thing, delivering amazing customer experiences to your coworkers, and displaying honesty and integrity in all actions.

The IT Services Administrator is an individual contributor role. You will report to the Director, IT Infrastructure. Key Responsibilities

Tier 1 Support (Maximum 50% allocation)

• Diagnose and resolve issues over the phone and through the utilization of remote support tools, within established SLAs

• Educate users on the use of approved hardware, applications, and systems

Tier 2 Support (Maximum 50% allocation)

• Diagnose and resolve requests by providing desk side support after tier-1 resolutions have been exhausted

• Deploy hardware (laptops, desktops, tablets, handhelds, phones, etc.), install and configure client applications

• Update asset management systems with moves/adds/changes/deletes (MAC-D)

• Document knowledge base solutions

Tier 3 Support (Minimum 25% allocation)

• Diagnose and resolve issues with manufacturing systems (PLCs, video, thermal printers)

• Diagnose and work with the Business Applications team to resolve issues with line of business Applications (Dynamics, PDE, Ignition, QlikView)

• Work with Network & Systems team to diagnose and resolve infrastructure issues

Network and Systems (Maximum 30% allocation)

• Manage user permissions for Active Directory and Network File Shares

• Manage clients using remote tools (e.g., ScreenConnect, Microsoft Intune)

• Collaborate with the Network & Systems team to coordinate and perform infrastructure maintenance (e.g., configuration changes, deployments)

• Associate Degree

• 2 years of Desktop Support experience

• CompTIA A+ Certification is required

• ITIL Foundations, Network+, Microsoft MTA, or Microsoft Fundamentals is desired Skills & Competencies

*

• Intermediate to expert experience with Microsoft Windows, Microsoft Office, and Adobe applications

• Experience with Active Directory, Microsoft Office 365

• General understanding of Microsoft Intune

• Intermediate experience with Lenovo ThinkPad Laptops and Lenovo ThinkStation Desktops

• Intermediate experience with Google Android Enterprise, Apple iPhone, Apple iPad, and Apple macOS

• You seek to understand others, treat everyone with dignity and respect, and have a passion for technology and providing amazing customer experiences

• You exercise independent judgement, possess methodical diagnostic, investigative and troubleshooting techniques

• You can organize and prioritize multiple resources, schedules, and projects

• You believe in teamwork: helping each other win and take pride in each other’s victories

• You take accountability for your own actions, you ask for help when you need it, you have a sense of ownership and urgency Physical Demands

The physical demands descibred here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accomodations may be made to enable individuals with disabilities to perform the essential functions

• Ability to lift up to 50 lbs., on a regular basis

• Ability to stand, bend, stoop, kneel or stretch Work Environment

The work environment characteristics described here are representative of those an employee encounters when performing the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Working conditions vary from a normal office environment to a manufacturing environment

• Proper PPE must be worn at all times while on the manufacturing floor

• Work requires extensive keyboarding and mousing

• Ability to work evenings and weekends as required by the needs of the systems being supported

• Ability to travel domestically by air