IT Services and Support Specialist

We Make Life More Rewarding and Dignified

Location : Libertyville

Department : Information Technology

Summary :

The role of the Specialist - IT Services and Support is to provide over support for all computing hardware and systems, packaged software, peripheral equipment, proprietary software, and network connectivity to ensure the efficient and successful operations in accordance with Hollister's business, security, and IT standards, policies, and procedures.

• Documents computer related problems and provides basic troubleshooting solutions as appropriate, escalating to other units within IT for resolution.
• Assists with the planning and participating in the implementation, migration, moves, and maintenance in the computing environment ensuring that defined metrics and benchmarks are met or exceeded.
• Assists with the design and implements standards and processes to provide effective customer service and meet departmental requirements.
• The IT Services and Support Specialist will assist other IT groups with the administration of IT infrastructure. They may be required to participate in the rotation for 24 / 7 on-call support related to system availability and client support and participation in server patching rotation.
• The IT Services and Support Specialist may be required to assist other Global IT groups with project work. This may include working off hours or traveling to other Hollister locations.

Responsibilities :

• Effectively engages with other IT groups to deliver IT services.
• Work within a collaborative team structure providing resolving technical issues for applications, desktops, laptops and mobile devices and configuring equipment.
• Function as Service Desk subject matter expert regarding computing problems related to hardware, operating systems, applications, and products.
• Serve as the IT single point of contact for technical inquiries for support.
• Provide front line technical support for Hollister's computing environment.
• Effectively interact with other IT groups to support IT services.
• Develop support documentation of Hollister's end user technology.
• Assists the Asset Management Coordinator with the maintenance of the hardware and software configuration items using the CMDB databases.
• Builds service relationship with Business Units.
• Attends service reviews for key business units, reviews performance reports, maintains service improvements, quality and processes.
• Assists with the development of continuous improvement services for the Service Desk.
• Develop support documentation of Hollister's end user technology.
• Work as a team resource for performing installation and maintenance of technology at various Hollister locations globally.
• Ascertain the criticality of incoming requests and assigned priorities and inform Service Desk manager or senior level technicians of critical issues.
• Identifies avenues for continuous improvement for services within scope of responsibility, including new approaches and processes.
• Provides management and performance reports as required.
• Maintain in-depth working knowledge of business and technology.
• Remain current with emerging industry trends.
• Envision new capabilities to meet business needs.
• Develop a working knowledge of Hollister's end user technology.
• Use an incident management system to track technical requests for diagnostics and resolution.
• Endeavors to achieve set metrics and key performance indicators (KPIs).
• Maintains continuous improvement of services within scope of responsibility.
• Responsible for tracking and facilitating customer communication, via phone and email to follow-up on open issues.
• Communicate status of open ticket in accordance with Service Level Agreements (SLAs) and quality standards.
• Responsible for escalating incidents to other IT Units in accordance with Service Level Agreements (SLAs) and quality standards.
• Provide a logical and structured approach to troubleshooting, decision making and team emphasis with attention to superior customer service.
• Contribute to the ongoing cycle of improving Service Desk processes.

Essential Functions of the Role :

• Talk on the phone with suppliers and Hollister associates.
• Capable of addressing customer related concerns.
• Read technical manuals / trade journals.
• Use a personal computer and strong proficiency in PowerPoint, Excel and Word.
• Travel via plane, train or automobile.
• Participate in 24 / 7 on-call support for system availability and client support.

Requirements :

• 5-8 years overall experience is required.
• 3-5 years of experience with bachelor's degree OR 7-10 years of progressive IT experience in a support environment with a High School diploma or equivalent.
• Specialized Skills / Technical Knowledge :
• Experience with Service Desk processes.
• Experience working as part of a global team.
• Experience with automated delivery of applications and services.
• Strong analytical and problem resolution skills.
• Strong customer service orientation.
• Exceptional people skills, with the demonstrated ability to communicate effectively with s at all levels within the organization.
• Microsoft, Cisco, CompTIA, Security certification preferred but not essential

Our Total Rewards package in aggregate is above market and includes competitive pay, generous paid time off programs, peer-to-peer recognition, health and life insurance, wellness programs and incentives, generous retirement savings, and a unique Benefit of Employee Share Ownership Program (BESOP).

About Hollister Incorporated

Hollister Incorporated is an independent, employee-owned company that develops, manufactures and markets healthcare products worldwide.

The company spearheads the advancement of innovative products for ostomy care, continence care and critical care, and also creates educational support materials for patients and healthcare professionals.

Headquartered in Libertyville, Illinois, Hollister has manufacturing and distribution centers on three continents and sells in nearly 80 countries.

Hollister is a wholly owned subsidiary of The Firm of John Dickinson Schneider, Inc., and is guided both by its Mission to make life more rewarding and dignified for people who use our products and services, as well as its Vision to grow and prosper as an independent, employee-owned company, and in the process, to become better human beings.

Hollister is an EO employer - M / F / Veteran / Disability

Job Req ID : 33695