IT TECHNICIAN

Summary:  Provides on-site technical support to Panoramic / Anchor Packaging's manufacturing and distribution facilities.  Acts as an extension of the IT department in analyzing, designing, and implementing solutions to technical issues and projects.  Works closely with others to support and implement technical solutions as defined by the IT department.

Essential Duties and Responsibilities include the following.  Other duties may be assigned.  

• Monitors, answers, and updates help desk tickets
• Instructs users in use of equipment, software, and manuals
• Actively identifies and resolves broken and malfunctioning computers, scanners, and printers 
• Work with network and system administers and resolve any network and server issues
• Takes care of technology issues at the warehouses 
• Function as liaison between end users and IT department in documenting end user issues
• Relocates computer equipment as directed
• Gather user requirements for assigned projects

Competency:

To perform the job successfully, an individual should demonstrate the following competencies:

1. Analyzes Data and Information - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs workflows and procedures.
2. Services Customers - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service. Responds to requests for service and assistance; Meets commitments.
3. Develops and Demonstrates Solid Interpersonal Relationships - Focuses on solving conflict, maintains confidentiality; Listens to others and remains open to others' ideas and tries new things.
4. Communicates Effectively - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.  Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
5. Team Player - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests.
6. Flexible and Adapts Well - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
7. Understands the Business - Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of the business, market and competition; Aligns work with strategic goals; Understands role as it relates to success of business operations.
8. Demonstrates Integrity and Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
9. Supports the Organization - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
10. Understands Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
11. Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education:

College diploma or university degree in the field of Information systems and/or 2 years equivalent work experience.

Experience:

·         Knowledge of basic networking concepts

·         Experience with desktop and server operating systems, including Windows

·         Experience managing Active Directory

·         Basic knowledge of O365 or email

·         Basic troubleshooting diverse types of technology 

·         Ability to present ideas in user-friendly, business-friendly, and technical language

·         Exceptional customer service orientation

·         Experience working in a team-oriented, collaborative environment

Language Ability:

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.   Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of organization.

Reasoning Ability: 

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. 

Computer Skills: 

Computer skills commensurate with the job as needed.   

Work Environment:

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

While performing the duties of this Job, the employee is regularly exposed to risk of electrical shock. The employee is frequently exposed to work near moving mechanical parts; fumes or airborne particles and extreme heat (non-weather). The employee is occasionally exposed to work in high, precarious places and outdoor weather conditions.  The noise level in the work environment is usually loud.

Physical Demands:

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

While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is frequently required to stand and walk. The employee is occasionally required to climb or balance; stoop, kneel, crouch, or crawl. The employee must regularly lift and /or move up to 10 pounds, frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 100 pounds.