IT TECHNICIAN

YOUR CONTRIBUTION: 

• The primary focus of this role is to be a reference point physically located at the sites for IT-related queries at the user level
• Provide onsite support to Gerdau infrastructure and applications teams and outsourcing partners
• Partner and support remote IT teams regarding activities at the site level
• Provide second-level user support for user incidents and requests coming from Digital Desk
• Diagnose, repair, and maintain, as well as install and configure hardware and software components to ensure the smooth running of computer systems
• Troubleshoot hardware and software issues, repair or replace damaged hardware, and conduct daily backup operations
• Perform tests and evaluations on new workplace software and hardware, as well as ensure electrical safety standards are met
• Install and upgrade anti-virus software to ensure security in addition to upgrading the system to enable compatible software on all computers
• Collaborate with various department within Digital IT and the business processes to address technical needs, understand problems, and implement solutions 
• Maintain inventory for computer hardware, install tools, and order devices, such as routers, keyboards, and other IT-related equipment
• Identify and resolve problems to minimize downtime, and assure the ongoing functionality and availability of technology systems, including receiving and routing calls
• Respond to inquiries and requests for Information Technology services consisting of interviewing users to collect information about problems, automated business systems, and software issues
• Lead users through diagnostic procedures to determine sources of errors, define problems, identify and isolate errors, and implement solutions to solve problems
• Support first-level technicians, train and assist users, explain standards and guidelines, and follow up with users to assure the incident or request is resolved  

YOUR EXPERTISE:

• Customer-Centric – Focus efforts to ensure internal and external customers thrive  
• Communication and Persuasion – Possess solid communication and persuasion skills essential to success in this position. You will represent the Digital IT group effectively and employ negotiation skills that build organizational consensus around a specific course of action while identifying communication barriers and taking action to facilitate mutual understanding.  
• Business Acumen – Acknowledge the impact of your actions in local and global contexts while working to generate sustainable value (economic, social, and environmental) for the organization. In addition, you should understand basic business processes and possess the ability to identify and develop workflows and process maps for continual improvement and waste elimination within the business.
• Technical Expertise – Understand all IT functions, cloud technologies, and services in use, and become familiar with the current direction in the infrastructure market 

• Simplistic Agility – Foster simplicity and agility to look for ways to streamline work and processes to become more effective and efficient while developing new ideas quickly

• Accountability – Take initiative and assume personal accountability and ownership for goals, outcomes, and deadlines holding others accountable for achieving individual and organizational objectives.    
• Analysis – Possess critical thinking ability and deal systematically with input from a variety of sources to suggest alternative approaches to unfamiliar situations or concepts, as well as strong analytical skills, including an understanding of business economics and financial resources.
• Supplier Management – Possess the ability to engage and manage suppliers as needed for discovery, modeling, implementation, and support. 

  YOUR CREDENTIALS:  

• Associate degree in Computer Science, Information Technology, or a related field
• 5 years of experience in computer networks, systems maintenance, programming, software installation, user support
• Excellent technical, diagnostic, and troubleshooting skills
• 1 year of experience in training, troubleshooting, and providing technical support to system users 
• Excellent technical, diagnostic, and troubleshooting skills
• Leadership and organizational abilities
• Ability to work after-hours in scheduled maintenance and project activities and in major incidents