IT SERVICES TECHNICIAN

HP Hood - Oneida, NY

Full-time - Entry Level

Oneida, NY

Food Manufacturing

About the position

The IT Services Technician at HP Hood LLC plays a crucial role in providing comprehensive technical support across various platforms, including PC, desktop, network, and telecom services. This position is designed for self-driven individuals eager to make a significant impact within a collaborative team environment. The technician will be responsible for first-level Help Desk support, addressing and resolving end-user inquiries and issues, while also monitoring multiple systems such as LAN/WAN, servers, and applications. The role demands excellent soft skills to ensure effective and efficient service delivery, fostering collaboration with both the IT team and the broader Hood business. Strong technical and analytical skills are essential for timely problem resolution, and the technician must be available 24/7 to provide critical support as needed. In this position, the technician will handle a variety of essential duties, including responding to service tickets, maintaining desktop and telecom environments, deploying new equipment and software, and performing daily operational tasks. The technician will also monitor scheduled system processes, investigate any issues, and escalate them to the appropriate departments when necessary. Customer service is a key focus, ensuring rapid restoration of services and effective communication with customers and support teams. The technician will also liaise with other departments to maintain productive working relationships and will be expected to engage in personal development to stay current with technology trends relevant to the company's operations.

Responsibilities

• Provide first-level response for all assigned service tickets.
• Support and maintain desktop, LAN, and telecom environments in conjunction with infrastructure teams.
• Deploy new and upgrade existing equipment and software.
• Perform daily operational processing tasks as needed.
• Monitor scheduled system processes to ensure successful completion.
• Investigate and resolve any monitoring issues that occur during scheduled shifts.
• Notify or escalate issues to Application Support and Infrastructure departments.
• Ensure rapid restoration of services and manage escalated items through to closure.
• Communicate regularly with other IT departments and business units to maintain positive working relationships.
• Engage in personal development in both business and technical areas.

Requirements

• Appropriate Microsoft Systems Certifications, A+ Certification, and/or a 2-year computer science degree with related Microsoft and networking experience.
• Microsoft Certified Systems Administrator (MSCA), A+ Certification, and/or related experience.
• ITIL Foundation Certification required.
• Five years of hands-on experience working with and supporting Microsoft and networking environments.
• Strong knowledge of current common infrastructure solutions and PC software products.

Nice-to-haves

• Demonstrated relationship building skills to all staff levels throughout the organization (local and remote).
• Excellent problem resolution skills.
• Ability to organize and prioritize tasks in a high-volume, ever-changing environment.
• Ability to effectively communicate orally and in writing with internal and external contacts.

Benefits

• Health insurance coverage
• Dental insurance coverage
• Vision insurance coverage
• Wellness programs
• Employee discounts
• 401k matching
• Tuition reimbursement
• Ongoing development opportunities
• Advancement opportunities
• Bonus program