IT Support Associate - Level IV

DESCRIPTION

The IT Support Associate - Level IV works autonomously to provide advanced system and operational support, ensuring the effectiveness, efficiency, accuracy, and availability of IT resources and systems for end users. This role supports and enables Industry 4.0 initiatives, delivers application and analytics solutions, and coaches and develops less experienced IT Support Associates while working collaboratively across teams.

Key Responsibilities

• Provide advanced IT production and operational support for assigned areas in alignment with documented processes and standards.
• Develop, maintain, and support applications using Microsoft Power Apps, Power BI, and Mendix to enable process automation and analytics.
• Collaborate with cross-functional teams to implement Industry 4.0 solutions, including data acquisition, real-time monitoring, and production intelligence.
• Integrate software solutions with shop-floor systems such as PLCs, sensors, IoT devices, and other industrial hardware.
• Design and maintain dashboards and reports to support data-driven decision-making across operational and business units.
• Participate in system and solution architecture planning to ensure scalability, reliability, and security.
• Diagnose, troubleshoot, debug, and resolve complex IT hardware and application issues with minimal direction, ensuring timely resolution and customer confirmation.
• Install, configure, upgrade, or disposition IT hardware and applications as required.
• Use the Incident Management system to manage reported issues and requests, documenting actions taken and analyzing trends to proactively identify and resolve potential issues.
• Assist in maintaining plant or site network infrastructure, including connectivity for Industry 4.0 systems.
• Maintain accurate and up-to-date technical documentation, including system designs, configurations, and user training materials.
• Coach, develop, and train less experienced IT Support Associates on support processes, tools, and best practices; identify additional training needs.
• Supervise and guide contract resources as required.
• Champion the use of Six Sigma and continuous improvement practices to reduce costs, improve processes, and enhance service quality.
• Identify opportunities for service improvements, engage customers, and raise change requests for assessment and implementation when appropriate.
• Perform additional IT responsibilities as assigned.

• Strong technical aptitude with the ability to develop and support low-code/no-code and analytics platforms.
• Industry 4.0 knowledge, including data integration, real-time monitoring, and production intelligence concepts.
• Effective problem-solving skills using systematic, data-driven, and industry-standard methodologies to identify root causes and implement robust solutions.
• Incident, problem, and change management expertise with a customer-focused mindset.
• Ability to manage complex information and make timely, high-quality decisions.
• Strong collaboration and communication skills to work effectively with diverse stakeholders and audiences.
• Demonstrated ability to coach, mentor, and develop others.
• Continuous improvement mindset with experience applying Six Sigma or similar methodologies.
• High level of accountability, adaptability, and technical curiosity to anticipate and adopt new technologies.
• Appreciation for diverse perspectives and inclusive teamwork.

• Significant work experience with in-depth technical knowledge gained through specialized training and relevant hands-on experience.
• Proven experience supporting enterprise IT environments, applications, and manufacturing or shop-floor systems is preferred.

• High school diploma, certificate of completion of secondary education, or equivalent experience (as permitted by applicable regulations) is required.
• Associate Degree, relevant industry training, certification, or equivalent experience is preferred.