IT Support Associate - Level IV

DESCRIPTION

The IT Support Associate - Level IV works independently to provide advanced operational support across IT systems and services, ensuring high availability, efficiency, and accuracy for end users. This role includes mentoring junior associates, managing vendor relationships, and driving continuous improvement initiatives. The associate will collaborate across teams and regions to deliver seamless IT support and project execution.

Key Responsibilities HOS (Printing Services)

• Manage HOS operations for IMAC (Install, Move, Add, Change) by coordinating with business stakeholders.
• Ensure SLA performance remains consistently above 90% by working closely with suppliers.
• Lead and manage projects, ensuring adherence to timelines and deliverables.
• Maintain strong supplier relationships through regular engagement.
• Represent the region in Global Service Operations (GSO) meetings and forums.

• Oversee the complete lifecycle of EUC devices and peripherals-from procurement to disposal.
• Collaborate with EUC support teams for timely procurement and deployment.
• Provide operational updates in relevant forums and ensure financials align with Annual Operating Plan (AOP).

• Perform IT production support and troubleshoot hardware/software issues independently.
• Install, configure, and resolve IT hardware/application issues.
• Use Incident Management systems to track and resolve user-reported issues.
• Analyze data to identify trends and implement corrective actions.
• Coach and mentor junior IT support associates and contract resources.
• Champion Six Sigma methodologies to improve service delivery and reduce costs.
• Identify and implement service improvement opportunities.

• 3+ years of hands-on IT support experience.
• Proficiency in Microsoft Office Suite.
• Strong problem-solving and troubleshooting skills.
• Experience managing vendors and coordinating across teams.
• Ability to work independently and lead small projects.
• Familiarity with IT lifecycle management and procurement processes.

• Action Oriented - Takes initiative with urgency and energy.
• Balances Stakeholders - Manages diverse stakeholder needs effectively.
• Business Insight - Applies business knowledge to support organizational goals.
• Collaborates - Builds strong partnerships across teams.
• Communicates Effectively - Tailors communication to different audiences.
• Cultivates Innovation - Encourages new ideas and approaches.
• Decision Quality - Makes timely and sound decisions.
• Ensures Accountability - Holds self and others to commitments.
• Manages Complexity - Navigates complex information to solve problems.
• Optimizes Work Processes - Focuses on efficiency and continuous improvement.
• Tech Savvy - Embraces digital tools and innovations.
• Problem Solving - Uses structured methods to resolve issues and prevent recurrence.
• Values Differences - Appreciates diverse perspectives and cultures.

• High School Diploma or equivalent required.
• Associate Degree or relevant industry certifications preferred.
• ITIL knowledge or certification is desirable.