Ardagh Group - Chicago, IL
posted 5 months ago
The IT Regional Support Technician for Ardagh Group provides essential on-site service to both plant and corporate office personnel. This role is pivotal in coordinating all support needs for assigned locations, ensuring that both office staff and plant personnel receive the assistance they require to maintain operational efficiency. The technician will serve as a key escalation point for the Helpdesk, accurately recording all activities in the ticketing system to ensure a seamless support experience. In addition to providing end-user support, the technician will log equipment details and assignments in the asset management system, helping to maintain an organized inventory of IT resources. Identifying frequent issues and following the escalation procedure for problems or major incidents is a critical part of the role, as is maintaining strong relationships with facility management, including Plant Managers and Plant Controllers. The technician will also undertake small projects based on business requirements as assigned by their manager, overseeing IT contractors for daily support and project activities. This includes timely scheduling and task assignments, as well as reporting on the completion and quality of work. The technician will be expected to identify gaps or inefficiencies in existing operations and propose solutions or improvements. Participation in idea generation for enhancements and executing agreed-upon solutions is also part of the job. Contributing to knowledgebase articles and documentation is essential for fostering a culture of continuous improvement and knowledge sharing within the organization. The technician will submit purchase requisitions as needed for approval by their manager and ensure timely receipts of goods in the procurement system. Additionally, they will provide 24/7 on-call support during assigned weeks, acting as the primary point of contact for high-priority issues.