First Quality was founded in 1989 and, in nearly three decades, has grown to be a global privately held company with over 4,000 employees. Its corporate offices are located in Great Neck, New York, with manufacturing facilities and offices in Pennsylvania, South Carolina, Georgia, and Canada. First Quality is a diversified family of companies manufacturing consumer products ranging from Absorbent Hygiene (adult incontinence, feminine care, and baby care), Tissue (bath and towel), and Industrial (print and packaging materials), serving institutional and retail markets throughout the world. First Quality focuses on private label and branded product lines.
Our core business philosophy is built on a proud culture driven by safety and quality, respect, humility, integrity, customer focus, and teamwork. With leading edge manufacturing technologies and processes and visionary leadership, First Quality is positioned to continue significant growth in the coming years. We are seeking an experienced End User Technology Technician for our facility located in King of Prussia, PA.
This position is a key member of the Business Support Services Team and provides level 1/2 incident support, level 1/2 requests, and project support within the stated support function. This includes timely closures of level 2 incidents and requests within Service Level Objectives (SLO), project support at the divisional, local, and enterprise level, incident management support at the divisional, local, and enterprise level, and fostering a continuous improvement environment.
The main role of this position is providing professional support to the customers and computer users. As an End User Technology Technician in our FQ Business Support Services IT Group, you will work closely with other Business Support Services members and local business relationship mangers in aligning support with business initiatives and needs. The End User Technology Technician is responsible for the business support needs, daily monitoring of Incidents / Requests, and the support of our user environment. You will also be responsible to ensure that technology initiative requests by business clients are serviced throughout the project governance lifecycle. You will serve as the local communicator with the Business Support Services Leader to support initiatives, requirements, and escalation procedures.
Primary responsibilities include:
Identifying, diagnosing, and resolving level one issues in computer hardware and software in mainframe systems such as laptops and PCs.
Installing and up grading hardware and software and providing complete assistance while configuring hardware, software, and peripherals of the end user systems.
Providing general desktop support, project coordination, imaging/ re-imaging PCs, and laptops.
Providing one-on-one assistance to the end user regarding the technical flaw, either by phone, emails, or in person.
Resolving network related issues like local area connection problem, network access, mails, internet, dial-ins, etc.
Coordinating with the third party service provider for timely repair of the system under the maintenance agreement warranty, and repairing minor flaws in hardware if not covered under the same.
Providing assistance in installation of other peripherals like printers, scanners, etc., cabling systems like local area network cables, network interface cards, wired switches, etc. Divisional, local, enterprise incident management support.
Collaborate with Service Desk, Lead\Divisional IT Leads\IS\FQ Businesses.
Understands concepts of ITIL and IT service management.
Assist in change management efforts.
Provide feedback to services and capabilities provided by IT.
Responsible for customer /satisfaction, service level objectives and IT improvement plans.
Occasional travel to other First Quality offices required.
The ideal candidate should possess the following:
Bachelor’s Degree in Computer Science or related field or equivalent experience.
Strong problem solving and decision making skills with excellent written and verbal communications skills.
3+ years IT experience with at least 2 years in a $500M Global Business, 5+ years of experience preferred.
High understanding of End User platforms and operating systems including Windows 7, Windows 10, Tablets, Apple iOS devices, Printers, Wireless connectivity and MS Office 365.
Extensive application support experience.
Strong documentation skills.
Mac support experiences a plus.
Fluent in English; second language would be preferred.
Ability to work within a 24/7 environment across multiple time zones.
ITIL and IT Service Management knowledge a plus.
Excellent compensation and benefits, which are effective the first day of employment!
First Quality is committed to protecting information under the care of First Quality Enterprises commensurate with leading industry standards and applicable regulations. As such, First Quality provides at least annual training regarding data privacy and security to employees who, as a result of their role specifications, may come in to contact with sensitive data.
First Quality is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, sexual orientation, gender identification, or protected Veteran status.