IT Site Coordinator

Description

Reporting to the Manager, Service Desk, the IT Site Coordinator acts as the main contact person for the site for IT.  They must establish, in collaboration with all involved parties, the priorities for the mill.  He coordinates the work and resources related to IT and OT.  He is also the point of contact for all IT technical support for his location.

• Coordinates IT related work and resources, including OT/IT
• Works with IT management and other departments to implement a successful IT plan
• Assists in the implementation of the IT plan and trains the individuals who will need to use it
• Acts as a local coordinator on IT projects
• Establishes and reviews priorities with site management
• Closely collaborates and maintains communication between mill and Corporate IT
• Diagnoses issues when computers or other technologies are not working as they should
• Manages the regular follow-up on the status of all unresolved incidents as well as partnering with the appropriate IT groups to ensure business continuity
• Analyses Help Desk incidents to identify recurring problems, documents, recommends and leads the implementation of solutions to eliminate issues
• Develops strong relationships with equipment manufacturers and service providers to ensure issues are quickly resolved
• Recommends internal system modifications to reduce incidents and problems
• Develops problem-solving guidelines to lead the team in responding to specific issues
• Coordinates with multiple internal and external parties to assist with patching and vulnerability remediation
• Helps the Manager, Service Desk develop and manage the service catalogues, service level agreements and KPIs
• Accepts and acts on customer feedback to improve the products and services we deliver
• Pays attention to all customer requests to build trust and confidence in our support capabilities
• Strong sense of professionalism, demonstrated diplomacy and leadership, with an ability to think outside "the box"
• Customer service oriented
• Demonstrates ability to track and manage issues until they are fully resolved (regardless of ownership of the issue), and committed to seeing the issue through to resolution
• Excellent attention to detail matched with a keen sense of discovery and investigation
• Ability to work well within a positive team environment, with mentoring abilities and willingness to share knowledge and help educate others in a manner which is supportive and positive
• Ability to organize and present data in a clear and concise manner. Comfortable presenting conclusions and recommendations to stakeholders at various levels within the organization, including management and senior management
• Conduct and Co-ordinate Train the Trainer and End User training
• Act upon KPIs to resolve issues with the services and improve the services
• Assists in budgeting for IT expenses, including the purchase of new equipment and software when necessary
• Ensure the development of IT technician under his responsibility
• Attend CAB meetings to present patching and vulnerability changes
   

Schedule is on a 7-hour shift, Monday to Friday with on call on a rotational schedule

• Post-Secondary Education in a technology related discipline OR Bachelor's degree in computer science, computer engineering, systems analysis or a related field of study, or equivalent experience.
• IT related certifications and/or Project Management are an asset.

• Minimum three (3) years' experience  in a variety of IT disciplines in a manufacturing environment.
• Experience diagnosing, troubleshooting and repairing technical issues.
• Experience communicating with and working with third-party vendor support (ie. Software issues).
• Very good with technical support tools, techniques, and IT services technology.
• Experience in a customer or client facing role.
• Advanced level knowledge and hands-on experience with the following:
  • Desktop equipment
  • Windows 2012 Server and above
  • Windows 7 and above,
  • Office 2013 and above including 365
  • Active Directory
• Good Working knowledge on network technologies (LAN, WAN, WiFi, DNS, TCP/IP, SNMP, DHCP)
• Experience in cybersecurity is an asset
• Proficient in MS Excel, MS Word, MS Visio, MS Projects and MS Teams

• Demonstrated ability to manage projects, and to drive improvement initiatives and strategy implementation
• Ability to interact with technical and non-technical people
• A good ability to build collaborative relationships across multiple teams, including the general manager and directors of the sites under his responsibilities
• Comprehensive experience in deploying new technologies and related change management strategies
• Solution-driven with a strong customer focus, results-oriented and able to adapt quickly to changes in business plans and priorities.
• Excellent analytical/problem solving skills
• Good organizational skills combined with the ability to prioritize and manage multiple agendas.
• Ability to bridge the language gap between technology and the business unit, communicating and presenting this information effectively
• Excellent interpersonal skills