IT Services Technician 1

Employer
Grifols
Location
San Marcos, TX, United States
Posted
Oct 27, 2020
Ref
131325
Required Education
High School or equivalent
Position Type
Full time
Summary:

The IT Service Technician 1 provides services directly to end users of the Grifols IT platforms and services. The person in this role provides technical advice and incident resolution to IT system users by phone, email, or in person; may assist project teams in evaluating infrastructure and workplace functionality, capabilities, and options. The IT Service Technician 1 performs incident management, monitoring, and maintenance of software and/or hardware platforms to ensure infrastructure performance and availability for end users. Is aware of emerging trends and technologies and may provide input to IT service delivery planning and process improvement.

Primary Responsibilities:
• Relationship Management, Planning, and Strategic Alignment
- Builds effective and trusting working relationships with all business and IT partners in areas of responsibility and collaboration.
- Develops knowledge of business processes, industry trends, and IT systems to better communicate IT capabilities and support IT solutions development.
- Supports the definition, development, and maintenance of IT strategic and operational plans that support Grifols' mission, values, and business objectives.
- Collaborates with cross-functional teams and other technical staff to resolve IT system incidents and changes and to support implementation of new technologies.
- Establishes trust with end users during interactions to support IT's service delivery goals.
• Project Delivery and Management
- Proactively identifies project risks and issues; helps determine necessary escalation, mitigation, and resolution steps.
- Communicates deliverables status and issues to direct supervisor.
- Updates required documentation for changes and projects as assigned.
- Provides first level post go-live support to ensure adoption of new systems, functions, and technologies.
• IT Operational Support
- Ensures IT quality, legal, and regulatory compliance through adherence to quality control standards in all activities.
- Supports the development, documentation, and evolution of IT policies, procedures, and tools to align with business and IT strategies and ensure sustainability of services.
- Develops an increasing level of experience in technical and professional skills required to perform assigned job duties.
- Regularly communicates individual task status, open issues, and challenges to impacted stakeholders and/or direct manager.
- Monitors, troubleshoots, and resolves assigned issues and changes to ensure timely resolution; updates stakeholders regularly on progress.
- Performs administration of IT systems as assigned.
- Supports the continuous enhancement of systems and services to improve IT effectiveness and system performance.
- Responds to user inquiries and support requests, often communicating directly with users by phone, email, or other means requiring superior customer service skills.
- Utilizes technical and problem solving skills to resolve technical issues in the area supported; escalates unresolved problems to the appropriate resources.
• Knowledge Sharing and Consulting
- Assists in documentation of industry and IT best practices in areas of responsibility and expertise.
- Assists peers in completion of routine assignments by sharing knowledge and experience.
- May assist in the development of user education and information documents.
• IT Service Delivery and Process Capabilities Assurance
- Understands and applies continuous improvement principles to business and IT processes in area of responsibility.
- Ensures compliance with technology policies and regulatory requirements and takes appropriate action to mitigate risks and resolve issues.
- Proactively seeks and addresses operational opportunities for cost reduction while maintaining or improving IT efficiency and effectiveness.
- Develops and promotes ideas for the continuous improvement of IT technologies, services, and procedures with IT leadership and the IT Process Improvement team.
- Actively identifies and advises IT management of potential business, technical, and compliance risks relating to the delivery of IT services.

Education and Experience:

High school diploma required, Associate or Bachelor's degree preferred

Typically requires 3 years of related experience.

Essential skills:

Requires Basic level of skill and experience in:
- external service provider management and best practices
- process improvement principles
- negotiating and influencing
- risk management
Requires Good level of skill and experience in:
- system lifecycle management
- knowledge of network and PC operating systems
Requires Advanced level of skill and experience in:
- analyzing and solving problems independently
- technical troubleshooting skills
- knowledge of IT services, processes, and operating models
- written and spoken communications
- working independently as well as within a team environment
Requires Excellent level of skill and experience in:
- empowerment and accountability
- networking and collaboration
- interpersonal relationship management
- customer service

EEO Minorities/Females/Disability/Veterans

Grifols is committed to Equal Employment Opportunity (EEO) and to compliance with all Federal, State and local laws that prohibit employment discrimination on the basis of race, color, age, national origin, ethnicity, religion, gender, gender identity, pregnancy, marital status, sexual orientation, citizenship, genetic disposition or characteristics, disability or veteran's status or any other classification protected by applicable State/Federal laws.