IT Support Associate - Level II

Job Summary:

Provides operational support ensuring the effectiveness, efficiency, accuracy, and availability of IT resources for end users under moderate supervision.
Must work collaboratively with others.

Key Responsibilities:

Performs IT production support for assigned area(s) according to documented processes.
Diagnose and problem solve issues with IT hardware or software components with direction.
May require ability to install, configure, or disposition IT hardware and/or application issues.
Troubleshoots assigned issues per department standards and escalates if unable to resolve.
Uses Incident Management system to manage reported issues or requests submitted by end users and log any actions or support provided.
Provides one-on-one training for less experienced associates on IT support processes and tools.
Assists with additional IT responsibilities as assigned.
Is familiar with SLA / Operational Level Agreements between other IT Services Provided.

- Provide advanced troubleshooting and root cause analysis for complex application, hardware, and infrastructure issues.
- Act as the primary support resource for Manufacturing IT applications such as Oracle, SFS, and other plant systems.
- Support system integrations, upgrades, patches, and data migration activities.
- Perform SQL-based data analysis and troubleshooting.
- Support digitalization and Industry 4.0 initiatives across manufacturing operations.
- Assist in implementing machine connectivity, OPC communication, and shop-floor automation solutions.
- Support traceability, production monitoring, and manufacturing analytics systems.
- Lead small-to-medium IT projects and enhancement initiatives.
- Identify automation opportunities and implement process improvements to improve operational efficiency.
- Coordinate testing, UAT, deployment, and post-implementation support activities.
- Monitor and manage IT incidents, recurring issues, and problem management activities.
- Ensure compliance with IT standards, cybersecurity requirements, backup procedures, and change management processes.
- Maintain system documentation, support procedures, and knowledge articles.
- Partner with Manufacturing, Engineering, Quality, Supply Chain, and Operations teams to understand business requirements and deliver technology solutions.
- Coordinate with vendors, GCC teams, and third-party support organizations for issue resolution and project execution.