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The IT Regional Support Technician is responsible for supporting hardware and software for all location specific and corporate employees or contractors by utilizing best practices as defined and facilitated by the IT Operations, Infrastructure, Security, and Network departments. The scope support includes all computers, printers, cell phones, telecom (VOIP), audio visual, servers, network equipment, operating systems, network access, websites, e-mail, third party software used to support business functions, and various internal corporate supported business applications.

Roles and Responsibilities:

Respond to requests for IT assistance directly from corporate and field users, or as escalated from Tier I or II support
Be able to be part of a 24x7x365 on call rotation
Document and maintain processes, best practices, knowledge base and training materials
Support all building needs including computers, printers, copiers, meetings, A/V, and security
Manage or participate in various assigned projects as needed
Ensure company and departmental goals as defined by management are met completely and on time
Communicate with management to provide timely reporting of issues, status, and resolutions
Coordinate the maintainance of Zoom video conferencing units and voice infrastructure hardware via troubleshooting methods.
Work closely with IT Operations and collaborate with employee departments on site to support meetings and maintain the video conferencing infrastructure
Coordinate with Business Application, Network, Security, Infrastructure, Windows, and Facilities teams to facilitate issue resolution and project completion
Ensure high availability, reliability, and optimal performance of technology systems and services
Install software, troubleshoot issues, and respond to alerts from SCCM
Miscellaneous building and meeting support requirements
Manage local IT vendor relationships and scheduling as required for A/V, Networking, Security, and Printer support
Maintain adequate equipment inventory by planning, ordering, receiving, restocking, accounting, and storing equipment to maintain adequate stocking levels
Conduct regular inventory counts to ensure accuracy and compliance with processes

Skill and Job Requirements:

Associate's degree or equivalent work experience is required
At least 3 years experience supporting a Windows operating system computing environment
Strong knowledge of Microsoft desktop operating systems
Working knowledge of Active Directory services and various business applications
Working knowledge with Cisco wireless infrastructure, switches and routers is desired
Experience working in a shipping or manufacturing environment is a plus
Working knowledge with SAP, ServiceNow, Agile, FedEx Ship Manager, OKTA, SAM, are a plus
Weekend and non-business hours support required as needed
Relevant certifications such as various MCITP, CompTIA and ITIL are desired
Must have strong customer service skills, organizational skills, and excellent communication skills both verbal and written
Should be flexible and able to complete projects outside normal daily duties as needed