IT Service Delivery Technician

By living according to a common set of values, we create a culture that unifies, embraces the uniqueness we all bring to the company, and positions Integer for long-term success.

At Integer, our values are embedded in everything we do.

Customer

We focus on our customers' success

Innovation

We create better solutions

Collaboration

We create success together

Inclusion

We always interact with others respectfully

Candor

We are open and honest with one another

Integrity

We do the right things and do things right

Job Summary:

The primary purpose of this position is to respond appropriately to Associate's requests to resolve problems associated with internal client computing systems. Screens, diagnoses, researches and resolves issues with personal computers, phones, mobile devices, and related systems. Documents service requests and dispatches orders to support groups for problem resolution. Employs good judgment and timeliness in responding to and resolving each issue or complaint to the Associates' satisfaction. Resolution includes but is not limited to the following: Identify, research, and resolves technical problems, timely response to telephone calls, email and chat requests for technical support. The position also requires accurate documentation and tracking, and monitoring the problem to ensure a timely resolution.

Accountabilities & Responsibilities:

• Adheres to Integer's Values and all safety, environmental, security and quality requirements including, but not limited to: Quality Management Systems (QMS), Safety, Environmental and Security Management Systems, U.S. Food and Drug Administration (FDA) regulations, company policies and operating procedures, and other regulatory requirements.
• Responds to routine requests for technical assistance via phone or electronically.
• Diagnoses and resolves technical hardware and software issues.
• Researches and resolves questions using available information resources.
• Advises Associates on appropriate actions to resolve issues or understand appropriate steps to execute solutions.
• Understands and adheres to Service Desk metrics as appropriate.
• Follows standard Service Desk procedures and other Standard Operating Procedures.
• Logs all Service Desk interactions into the ITSM appropriately and ensures the integrity of the information loaded into the system.
• Identifies, redirects problems and escalates urgent situations to appropriate resource.
• Tracks and routes problems, requests and documents resolutions.
• Stays current with system information, changes and updates.
• Monitors open Service Desk tickets, analyzes reports and takes preventative action to ensure Service Levels are met across IT operational groups.
• Provides outstanding service to our Associates and always exceed their expectations.
• Escalation point for Level 1 technicians to answer questions, or help resolve more complex issues.
• Participates in project focused IT work.
• Assists with User Administration responsibilities as needed.
• Provides guidance and support to more junior team members.
• Follows up on ticket / issue trends, identifies continuous improvement opportunities, and makes recommendations for service improvements.
• Assists with Level 1 duties as needed based on volume or back fill needs.
• Performs other duties as required.

Education & Experience:

• Minimum Education: Associates degree in computer science, IT, information systems, engineering, related field or related equivalent experience. Associate's degree required. Bachelor's preferred.
• Minimum Experience:
  • 1-2 years of experience in a Service Desk environment.
  • Hands-on technical experience in the installation, maintenance and operations of networks and network applications
  • Strong working knowledge of fundamental operations of relevant software, hardware and other equipment

Knowledge & Skills:

• Special Skills:
  • Excellent interpersonal, customer service, and communications skills.
  • Candidates should be able to communicate effectively with people at all levels of the business.

• Specialized Knowledge:
  • Advanced knowledge with Windows operating systems, PC based tools and products, MS-Office Suite preferred.
  • Knowledge of other IT disciplines such as networking, servers, application development.
• Other: Familiarity with ITIL V3 Foundation principles

U.S. Applicants: EOE/AA Disability/Veteran