Job Description:
Pentair is currently seeking an IT Services Technician Lead to provide support and management of our PC and network infrastructures. Client support and computer administration by analyzing, troubleshooting, and resolving issues relating to computer hardware and software in a Factory and Office environment. Leads local projects and initiates meetings to expedite problem resolution. The Lead Technician is a senior-level technical role responsible for delivering high-touch, white-glove IT support which may included to executive leadership, including Vice Presidents and above (VIPs), with a specialized focus on Executive Leadership Team (ELT) members. This role ensures seamless technology experiences for critical business functions, high-profile meetings, and strategic initiatives across key sites.
Position requires strong customer service, technical, analytical, and problem-solving skills. Successful candidate must be able to work well in a team-centered fast-paced environment. Interested candidates, who meet the requirements below, are encouraged to apply today!
Duties and Responsibilities:
- Receive and respond to incoming break/fix requests (tickets), service requests, calls, IM’s and/or e-mails regarding PC hardware, software, cell phones, printers, operating system, and other hardware or application software problems – via hands on face-to-face or remotely
- Serve as the primary point of contact for IT support for VP-level and ELT executives.
- Provide proactive and reactive technical assistance, ensuring minimal disruption to executive workflows.
- Maintain and manage executive devices, applications, and collaboration tools with discretion and urgency.
- Lead technical setup, testing, and live support for high-visibility meetings including:
- Earnings Calls
- Special Events
- Offsite Conferences
- Leverage Solutions KB (Confluence) to provide technical support and training to customers and participate in the KB expansion
- Drive awareness and provide additional training about IT solutions amongst the IT Services Team
- Accurately document records/logs of repairs and fixes and maintenance schedule for future reference
- Respond to all requests within local IT SLA (Service Level Agreements) with meaningful contents
- Perform the install, upgrade, and configuration of PC hardware and software
- Proactively Manage Hardware and Software assets (purchase, stock, supply to customers)
- Act as a link between internal cutomers and other IT professionals
- Collaborate with other IT professionals to apply enterprise-class policies and standards related to IT Infrastructure and Security
- Provides outstanding customer service; displays positive energy
Skills and Experience Requirements:
- Associates Degree in Information Technology or equivalent, or A+ certification. Industry certifications a plus
- Minimum of 5 years of experience in this position preferred
- Proven experience in IT support, preferably in executive or VIP environments.
- Experience with the Install, upgrade, and configuration of PC hardware and software
- Experience with Windows environments, Active Directory, and Group Policy
- Solid knowledge of IT systems and applications
- Understanding of TCP/IP protocols and LAN/WAN network concepts
- Problem solving, troubleshooting, and analytical skills with the ability to define problems, collect data, establish facts and draw valid conclusions with support from other IT Teams, with great attention to detail
- High sense of urgency and accountability
- Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment
- Ability to work in a team-oriented and collaborative environment
- Strong communication and interpersonal skills
- Experience with managing small projects, conducting research, making recommendations based on customer needs, and presenting findings
- Ability to lift at least 30 pounds and up to 50 pounds (e.g. rack and unrack computer and storage hardware)
- Evening and weekend work as required
Pentair is an Equal Opportunity Employer
Equal Opportunity Employer
Pentair is an Equal Opportunity Employer. With our expanding global presence, cross-cultural insight and competence are essential for our ongoing success. We believe that a diverse workforce contributes different perspectives and creative ideas that enable us to continue to improve every day.