Associate, IT Solutions

Summary

The Associate , IT Solutions will collect, analyze, develop, document and communicate business requirements, and work with various IT teams to develop and deliver solutions. Provide support and user training on selected systems (for example SFC, ERP and local applications) and participate in IT projects. This includes monitoring and upkeeping the operating environments; responding to incidents & problems, deployment of new technologies as well as  install, configure, maintain and perform testing of PC operating systems, networks, and related utilities and hardware. Other responsibilities include troubleshooting problems as reported by users, supporting Web access and telephony services, and the acquisition, replacement and decommissioning of related equipment, software and services. 

Detailed Description

Performs tasks such as, but not limited to, the following:

• Provide technical support and perform maintenance
• Create technical documentation and knowledge base articles.
• Provides technical guidance to customers and departmental staff on infrastructure environment issues
• Installing and configuring computer infrastructure equipment to update or fix hardware or software issues
• Gather and document business requirements by engaging with business partners
• Work with various IT teams and the business partners to deliver IT solutions
• Respond to system problems by analyzing the issue and determining the next course of action
• Provide system training to end users
• Participate in various IT projects as required

Knowledge/Skills/Competencies

• Strong customer service orientation
• knowledge of the Windows OS (server and client) and the desktop operating environment. Linux and other mainstream OS knowledge will be helpful.
• Good analytical, technical, troubleshooting and problem solving skills.
• Good communication and documentation (including flow charting) skills.
• Good understanding of software development life cycle concepts and practices.
• Good knowledge of the business area to be supported and a good understanding of its associated business processes.
• Basic to good coding skills in specified programming languages.
• Understanding of interrelations between IT components (software, OS, databases, network, servers, etc.)

Physical Demands

• Duties of this position are performed in a normal office environment.
• Duties may require extended periods of sitting and sustained visual concentration on a computer monitor or on numbers and other detailed data. Repetitive manual movements (e.g., data entry, using a computer mouse, using a calculator, etc.) are frequently required.

Typical Experience

• 1 to 3 years of relevant experience in similar roles

Typical Education

• Bachelors Degree or consideration of an equivalent combination of education and experience.

• Educational Requirements may vary by Geography

Notes

This job description is not intended to be an exhaustive list of all duties and responsibilities of the position. Employees are held accountable for all duties of the job. Job duties and the % of time identified for any function are subject to change at any time.