IT GTS Specialist at Avery Dennison

Job Description
Scope and general purpose of the role.

• Responsible for maintaining the Avery Dennison site IT infrastructure.
• Lead projects which improve infrastructure services while maximizing return on investment
• Troubleshoot hardware, software, network and mobile data computer and server problems.
• Be a technical advisor to management and end users, ensuring the IT equipment or tools provided to the users are in good working condition.
• Perform routine system maintenance.
• 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.
• Repair hardware (PCs, MACs, Servers, Network Infrastructure, Telephony) as necessary
• Work closely with service vendors, other Avery Dennison IT teams, and personnel to ensure continuity of service.
• Assist in implementing best practices, Avery Dennison IT standards and policies that will utilize IT resources more effectively.
• As needed, provide after-hours support for systems including, but not limited to, issue resolution, customer/core installations, and server monitoring.
• Ensure support is provided to end users in a professional, courteous, and timely manner.
• Maintain incident management, problem management, change management, and asset management records in the Ad.a or ServiceNow system.
• Facilitate delivery of ITIL-related processes (e.g., configuration, change, incident, and problem management)
• Deliver training on Avery Dennison’s software and computer systemsThis can include group presentations, one-on-one training, and onboarding
• Perform other duties as assigned.

Manufacturing support and project management:

• Providing technical support to users and other IT staff - firefights, problem resolution, training
• Emergency support for business and operating units
• Provide critical support for Priority 1/2 incidents

KEY COMPETENCIES REQUIRED FOR ROLE:

• Building Partnership
• Coaching
• Customer Focus
• Decision-Making
• Facilitating change
• Initiating Action
• Planning and Organizing
•   Communication

Qualifications
Formal Qualifications:

• Associates degree requiredA Bachelor’s degree in business or information technology preferred.
• 2-5 years of IT support skills in an enterprise environment.
• 2-5 years performing routine software installations and program updates.
• 2-5 years performing routine troubleshooting and problem resolution on computer, server, network and telecommunication systems.
• Project Management skills are a plus
• Ability to travel occasionally to support other sites when needed.

Pre-Requisite Experience:

• Advanced knowledge of current PC/Server hardware, software, and operating systems
• Experience supporting Google infrastructure, Chrome, Gmail and Google applications
• Experience supporting Windows based PC, Active Directory, Microsoft Office and MacOS.
• Experience supporting production floor hardware and software include multi-functional printers, barcode or RFID scanner devices and printers, WiFi access points, CCTV camera etc