Sr Technician I IT Services & Support

We Make Life More Rewarding and Dignified

Location: Stuarts Draft

Department: Information Technology

Summary:

The role of the Senior Technician - IT Services and Support is to provide in depth technical support services to Hollister associates globally, via the phone, email and remote tools or in person whilst ensuring that service levels are achieved and that all customer expectations are met or exceeded.

The Senior Technician - IT Services and Support documents computer related problems and provides thorough troubleshooting solutions escalating to more senior IT Services and Support technicians as needed.

The Senior Technician - IT Services and Support works to ensure that defined metrics and benchmarks are met or exceeded.

The Senior Technician - IT Services and Support implements and follows standards and processes to provide effective customer service and meet departmental requirements.

Daily Attendance (Mon-Fri) at the Stuarts Draft, VA manufacturing site.

Responsibilities:

• Effectively partners with other IT groups to deliver IT services.
  
  
  
  • Work within a collaborative team structure providing resolving technical issues for applications, desktops, laptops and mobile devices and configuring equipment.
  • Rely on instructions and pre-established guidelines to perform the functions of the job.
  • Serve as the IT single point of contact for associate's technical inquiries.
  • Provide front line technical support for Hollister's computing environment.
  
  
  
  
• Effectively interact with other IT groups to support IT services.
  
  
  
  • Develop support documentation of Hollister's end user technology.
  
  
  
  
• Assists with the development of continuous improvement services for the Service Desk.
  
  
  
  • Develop support documentation of Hollister's end user technology.
  • Maintain in-depth working knowledge of business and technology.
  • Remain current with emerging industry trends
  • Envision new capabilities to meet business needs.
  • Develop a working knowledge of Hollister's end user technology.
  • Use an incident management system to track Associate technical requests for diagnostics and resolution.
  
  
  
  
• Endeavors to achieve set metrics and key performance indicators (KPIs).
  
  
  
  • Maintains continuous improvement of services within scope of responsibility.
  • Responsible for tracking and facilitating customer communication, via phone and email to follow-up on open issues
  • Communicate status of open ticket in accordance with Service Level Agreements (SLAs) and quality standards.
  
  
  
  
• Responsible for escalating incidents to more senior technicians in accordance with Service Level Agreements (SLAs) and quality standards
• Provide a logical and structured approach to troubleshooting, decision making and team emphasis with attention to superior customer service.
• Contribute to the ongoing cycle of improving Service Desk processes.

Requirements:

• Number of Overall Years Necessary: 2-5

• 2 - 5 years technical IT or customer service experience with Associate's degree / third level diploma in IT or 5 years of progressive technical IT or customer service experience with a High School diploma
• Associate degree or third level diploma in IT related discipline. Specific vendor certifications desired e.g. Microsoft, Cisco, CompTIA
• Technical knowledge of PC hardware and software, handheld terminals, multi-function printers,
• Solid understanding of network topology (LAN/WAN/TCPIP).
• Ability to read and understand technical manuals, procedural documentation.
• Self-motivated with the ability to effectively prioritize and execute tasks in a fast-paced environment.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals.
• Experience with Service Desk processes and ticketing system.
• Ability to work effectively as part of a global team.
• Strong analytical and problem resolution skills.
• Strong customer service orientation.
• Exceptional interpersonal skills with ability to communicate effectively with associates at all levels of an organization.
• Experience n MS Office 365 desirable.

Our Total Rewards package in aggregate is above market and includes competitive pay, paid time off programs, peer-to-peer recognition, health and life insurance, wellness programs and incentives, generous retirement savings, and a unique Benefit of Employee Share Ownership Program (BESOP).

• The anticipated base pay range for this position is $45,000 - $64,000 yearly. The actual salary varies based on applicant's location, education, experience, skills, abilities, and other legitimate business factors.
• If applicable: This position is also eligible to participate in the Hollister Secure Start Bonus Plan. The Company also provides a unique Benefit of Employee Share Ownership Program (BESOP) program based on earnings and length of service.
• The Company's health and welfare benefits include medical, prescription, dental, vision, spending/savings accounts, disability, company paid (parental and caregiver) leaves, statutory leaves/disability programs, accident, life, wellbeing, education assistance, adoption assistance, and voluntary benefit programs.
• The Company's 401(k) Retirement Savings Plan includes: auto-enrollment, ROTH, vesting and eligible participants "safe harbor" matching contributions.
• The Company's paid time off benefits include: 11 paid holidays, paid vacation based on length of service and exempt/non-exempt status, and sick days based on statutory requirements and/or exempt/non-exempt status.
• The Company's additional benefits include: education assistance and adoption assistance benefit programs.

About Hollister Incorporated

Hollister Incorporated is an independent, employee-owned company that develops, manufactures and markets healthcare products worldwide. The company spearheads the advancement of innovative products for ostomy care, continence care and critical care, and also creates educational support materials for patients and healthcare professionals. Headquartered in Libertyville, Illinois, Hollister has manufacturing and distribution centers on three continents and sells in nearly 80 countries. Hollister is a wholly owned subsidiary of The Firm of John Dickinson Schneider, Inc., and is guided both by its Mission to make life more rewarding and dignified for people who use our products and services, as well as its Vision to grow and prosper as an independent, employee-owned company, and in the process, to become better human beings.

EOE Statement

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Job Req ID: 34345