IT Service Delivery Technician (Onsite) 

Location: Somerset, NJ 

Position Responsibilities:  

• Configures, troubleshoots and resolves computer hardware, mobile devices, printers and software problems in a networked environment.
• Proactively monitors application, network, internet and cloud services to identify potential problem or to improve efficiency.
• Informs the users of unusual IT service interruptions.
• Analyzes incidents to determines initial cause, if possible, solves problem directly, or routes incident tickets to responsible support area.
• Follows-up on all incidents to ensure the incident is resolved in a timely manner to the satisfaction of the customer in-line with the Ivoclar Vivadent group service level agreements.
• Ensuring that tickets are created for relevant incidents or service requests.
• Efficiently manages incident and service request to make sure they are promptly addressed.
• Documents incident resolutions for future reference in the ITSM tool
• Accountability for improving the customer experience throughout the lifecycle of a service request or incident.
• Provides or assists in technical training of users to insure the proper use of IT hardware, applications and processes/services.
• Performs administrative activities such as creating user, mailboxes, shared security/distribution groups administration and others.
• Maintain licenses for departments/organizations.
• Preparing of purchase requests by evaluating and verifying best fit options
• Prepare and Maintain documentation for use by customers and IT personnel.
• Contributes to the development of methods and processes to permanently eliminate preventable errors and failures.
• Ensure customer expectations are met or exceeded.
• Review survey feedback to improve services, and ensuring staff are meeting defined metrics.
• Upon request may participates in projects throughout the whole Ivoclar Vivadent group.
• Implementation and fulfillment of the safety manual’s requirements
• Implementation and fulfillment of the personnel handbook’s requirements
• Implementation and fulfillment of the regulatory requirements.

Your Qualifications: 

• Completed education, preferred in Technical or Business informatics
• Knowledge and practical experience in Microsoft related systems, network technologies and PC Support
• Typically requires 3 years' experience in IT or at least close to IT.
• Is able to successfully participate in a project and run small project themself.
• Find best fit problem-solving methodologies to diagnose and solve operational and interpersonal problems and address them to a higher-level support.
• Is in a position to define achievable goals on his/her own.
• Strong verbal communication skills and interpersonal skills required for providing support over the phone or in person, interaction with cross functional teams inside global IT.
• Solution and result orientated personality.
• Strong analytical thinking with high contribution level
• Team player
• Customer friendly and pro-active
• Service oriented, communicative and cooperative
• Can solve conflicts in an objective and solution-oriented way.
• Trustworthy, reliable, flexible and resilient
• Readiness for regional travel

Physical Demands: 

• Ability to walk, stand, and/or bend for extended periods of time. Ability to lift up to 40 lbs. comfortably.

 Benefits Offered 

• Medical plan
• Prescription drug coverage
• Dental plan
• Retirement savings plan
• Disability benefits
• Flexible spending account
• Voluntary benefits
• Time off program
• Wellness program

Let's achieve our goal together.

If you are looking for a job where you can contribute actively, develop personally and professionally and make a lasting difference then this is the right place for you. As an international family business with a long-term perspective, we know that it is our around 3600 employees that are the key to our success. Let's achieve our goal together: Making people smile.

Ivoclar is committed to Equal Employment Opportunity and Affirmative Action and, as such, affirms in policy and practice to recruit, hire, train, and promote, in all job classifications, without regard to race, religion, color, national origin, citizenship, sex, age, veteran status, disability, genetic information, sexual orientation, gender identity or any other protected characteristic. Ivoclar will not discriminate against persons because of their disability and will make reasonable accommodations for known physical or mental limitations of qualified employees and applicants with disabilities. We will also make reasonable accommodations during the interview and selection process.