IT Support Associate - Level II

Job Summary:

Provides operational support ensuring the effectiveness, efficiency, accuracy, and availability of IT resources for end users under moderate supervision.

Must work collaboratively with others.

Key Responsibilities:

Performs IT production support for assigned area(s) according to documented processes.

Diagnose and problem solve issues with IT hardware or software components with direction.

May require ability to install, configure, or disposition IT hardware and/or application issues.

Troubleshoots assigned issues per department standards and escalates if unable to resolve.

Uses Incident Management system to manage reported issues or requests submitted by end users and log any actions or support provided.

Provides one-on-one training for less experienced associates on IT support processes and tools.

Assists with additional IT responsibilities as assigned.

Is familiar with SLA / Operational Level Agreements between other IT Services Provided.

Competencies:

Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.

Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

Customer focus - Building strong customer relationships and delivering customer-centric solutions.

Instills trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity.

Manages complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.

Optimizes work processes - Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.

Self-development - Actively seeking new ways to grow and be challenged using both formal and informal development channels.

Situational adaptability - Adapting approach and demeanor in real time to match the shifting demands of different situations.

Incident Management - Maintains reported issues or requests assigned via the Incident Management system to log actions taken and track trends.

Troubleshooting - Diagnoses and resolves the customer-identified issue by utilizing appropriate department standards to satisfy customer expectations.

Problem Solving - Solves problems and may mentor others on effective problem solving by using a systematic analysis process by leveraging industry standard methodologies to create problem traceability and protect the customer; determines the assignable cause; implements robust, data-based solutions; identifies the systemic root causes and ensures actions to prevent problem reoccurrence are implemented.

Values differences - Recognizing the value that different perspectives and cultures bring to an organization.

Education, Licenses, Certifications:

High school diploma, certificate of completion of secondary education, or equivalent experience (to the extent such experience meets applicable regulations) required. Relevant industry training, certification or equivalent experience preferred. This position may require licensing for compliance with export controls or sanctions regulations.

Experience:

Requires some work experience or intermediate level knowledge obtained through education, training or on-the-job experience.

• Provide advanced troubleshooting and root cause analysis for complex application, hardware, and infrastructure issues.
• Act as the primary support resource for Manufacturing IT applications such as Oracle, SFS, and other plant systems.
• Support system integrations, upgrades, patches, and data migration activities.
• Perform SQL-based data analysis and troubleshooting.
• Support digitalization and Industry 4.0 initiatives across manufacturing operations.
• Assist in implementing machine connectivity, OPC communication, and shop-floor automation solutions.
• Support traceability, production monitoring, and manufacturing analytics systems.
• Lead small-to-medium IT projects and enhancement initiatives.
• Identify automation opportunities and implement process improvements to improve operational efficiency.
• Coordinate testing, UAT, deployment, and post-implementation support activities.
• Monitor and manage IT incidents, recurring issues, and problem management activities.
• Ensure compliance with IT standards, cybersecurity requirements, backup procedures, and change management processes.
• Maintain system documentation, support procedures, and knowledge articles.
• Partner with Manufacturing, Engineering, Quality, Supply Chain, and Operations teams to understand business requirements and deliver technology solutions.
• Coordinate with vendors, GCC teams, and third-party support organizations for issue resolution and project execution.