Manufacturing Site IT Technician

About Phibro Animal Health Corporation

Phibro Animal Health Corporation is a publicly traded organization with a rich history spanning nearly 100 years of service. The Company is a global manufacturer of medicated feed additives, feed ingredients, advanced nutrition solutions, vaccines and specialty chemicals for various industrial markets. Phibro’s revenues are in excess of $820 million, and are supported by over 1500 employees worldwide.

 

The Manufacturing Site IT Technician is an integral part of our Network and Computing Services team based out of our US - Quincy, IL - Office (Corp) site.

 

Position Details

Individuals in this position must be knowledgeable with concepts, policies, procedures, and the software images utilized in the plant and administrative offices and must be able to communicate technical terminology with effective suitable language for non-technical customers.

Provide IT support for the manufacturing location that includes:

Local End User Support for all IT related manufacturing systems and interfaces, Conference Rooms, PC Hardware & Software, mobile devices, Printers, user accessibility, and related issues so the local and remote users are able to perform their assigned duties on a daily basis. Work closely with the corporate IT team to resolve issues that are affecting the IT applications, servers, networks and 3rd party infrastructure at the manufacturing site.

 

Key Responsibilities

• Work with the Service Desk to Order, Build, and configure new PCs including installation of software along with end user customizations.  Deliver PC to end users with instructions and provide the appropriate orientation.
• Manage, monitor, support all AV related equipment and services in the local conference/meeting rooms
• Perform Move, adds, and changes on office phones and systems.
• Provide hardware and software support, in person or via the telephone, on a wide range of systems, including workstation hardware, specialized business applications and general productivity software found at the location.
• Provide answers and solutions to complex questions and problems concerning Windows desktop configuration, networking, printing, and standard desktop hardware and software.
• Monitor and update ITSM system for local tickets.  This includes managing open tickets and updating end users appropriately on the status of their issue.  Escalate tickets as necessary to management per approved guidelines.
• Address customer complaints and escalations and report them to your manager.
• Ensure you meet or exceed all SLAs.
• Provide white glove support for senior management executives and high-profile customers to ensure their needs are handled expeditiously
• Ensure obsolete equipment is properly disposed of in accordance with Phibro polices.  Local, state, and federal government mandated requirements must be followed on all disposal activities
• Lead and manage local projects, systems and procedures to meet departmental goals
• Provide local support to the Infrastructure and Operations team reacting to local operational status of servers, WAN circuits, routers, network hubs, and switches across the location. 

 

Key Competencies

AccountableAdaptableAttentive ListeningChampioning Customer NeedsCollaborativeCommittedCommunicating EffectivelyCreating and Maintaining NetworksCustomer Service OrientationDelivering High Quality WorkCritical ThinkingDemonstrating InitiativeDetailed OrientedDisplaying Technical ExpertiseFollowing Policies and ProceduresInitiative and ResponsibilityInteracting with People at Different LevelsInterpersonal Skills / CommunicationManaging TimePrioritizing and Organizing WorkProblem SolvingShowing Caring and UnderstandingSupporting ChangeSupporting CoworkersSupporting Organizational GoalsTesting and TroubleshootingThinking GloballyUsing Computers and TechnologyWorking with Diverse Populations

Skills

Advanced skills using Microsoft office programs.Must be proficient using Email, phones, cell phones, and office equipment.Proficient with Adobe Professional and Microsoft Office Products.Proven ability to work effectively in a team environment.Excellent Written and Verbal Communication SkillsInterpersonal skills sufficient to communicate verbally and in writing with others in an objective and cooperative manner.Ability to maintain a positive attitude and treat each client and coworker with courtesy and respect.Ability to translate client needs into products/services.Ability to work with multiple departments and a varying portfolio of clientsAble to handle client complaints with calm demeanor and professional attitude.Able to technically assist and understand client needs and provide problem resolution.Develop and maintain relationships with internal and external clients.Must have business a