IT Support Technician

Avery Dennison - Mentor, OH

Full-time - Mid Level

Mentor, OH

10,001+ employees

Paper Manufacturing

About the position

Avery Dennison Corporation is seeking an IT Support Technician, also known internally as a GTS Specialist, to join our team in Mentor, OH. This full-time position is crucial for maintaining and supporting all computer-related technology within the business and site. The IT Support Technician will be responsible for managing and supporting endpoint devices, including laptops, desktops, mobile devices, printers, and thin clients throughout their lifecycle. This includes provisioning, refreshing, asset management, and decommissioning of devices. The technician will also adhere to and promote IT policies and standards, providing 'smart-hand' support at the site, including on-call support as per a rotation schedule. In this role, the technician will follow ITIL processes such as change, incident, and problem management, ensuring compliance with SOX controls. The technician will take ownership of reported issues, seeing issue tickets through to resolution, and will be responsible for researching, diagnosing, troubleshooting, and identifying solutions to resolve issues. Providing prompt and accurate feedback to customers is essential, as is acting as a technical advisor to management and end users to ensure they have the proper IT equipment to be successful. The IT Support Technician will maintain accurate IT equipment, software, and license inventory in the Asset Management Tool, install, upgrade, and replace selected software and hardware products according to Avery Dennison standards, and work closely with service vendors and other IT teams to ensure continuity of service. Additionally, the technician will assist in implementing best practices and IT standards to effectively utilize IT resources and deliver training on Avery Dennison's software and computer systems, which may include group presentations, one-on-one training, and onboarding.

Responsibilities

• Manage and support endpoint devices (Laptop, desktop, mobile devices, printers, thin clients) throughout their lifecycle.
• Adhere and promote IT policies and standards.
• Provide ‘smart-hand' support at the site including on-call (per rotation schedule).
• Follow ITIL processes such as change, incident and problem management.
• Comply to and execute SOX controls.
• Take ownership of reported issues and see issue tickets through to resolution.
• Research, diagnose, troubleshoot and identify solutions to resolve issues.
• Provide prompt and accurate feedback to customers.
• Act as a technical advisor to management and end users to ensure they have the proper IT equipment to be successful.
• Maintain accurate IT equipment, software and license inventory in Asset Management Tool.
• Install, upgrade and replace selected software and hardware products according to Avery Dennison standards.
• Work closely with service vendors, other Avery Dennison IT teams, and personnel to ensure continuity of service.
• Assist in implementing best practices and Avery Dennison IT standards that will more effectively utilize IT resources.
• Deliver training on Avery Dennison's software and computer systems; this can include group presentations, one-on-one training, and onboarding.

Requirements

• High School diploma or equivalent required.
• Information Technology courses or certification(s) required.
• A Bachelor's degree in business or technology field preferred.
• 3+ years related experience.
• 3-5 years performing routine software installations and program updates.
• 3-5 years performing routine troubleshooting and problem resolution on computer, server, network and telecommunication systems.
• Understanding and experience with information systems environments and systems; understanding of applicable computer systems, such as Microsoft Office, Lotus Notes and function specific software.
• Basic understanding of ICT (information & communication technology) infrastructure.
• Good verbal, data entry and written skills; communicative, in speaking and writing, in local language and English.
• Flexible, initiative, self-motivated and creative in finding solutions.
• Team player combined with independent working.
• Ability to interface with cross-functional groups to define and execute overall requirements.
• Experience working effectively with others and providing superior customer service.
• Skilled at solving challenges in a directed, methodical manner and analyzes the current issue to envision creative solutions.
• Takes initiative to complete critical tasks, especially in team settings with dependencies on other people.
• Works effectively in the face of stress, ambiguity, difficult situations, and shifting priorities.
• Experience in a manufacturing environment highly valued.
• ITIL foundation training is an asset.
• Ability to travel to support other sites when needed; estimated 20% travel.

Nice-to-haves

• Experience in a manufacturing environment highly valued.
• ITIL (Information Technology Infrastructure Library) foundation training is an asset.

Benefits

• Paid parental leave
• Health insurance
• 401(k)
• Tuition reimbursement
• Employee assistance program
• Paid vacation
• Paid holidays
• Annual uniform allotment
• Safety shoe reimbursement program
• Prescription safety eyeglass program