Information Technology Support Specialist

SCA is a leading global hygiene and forest products company that sustainably develops, produces, markets and sells personal care, tissue and forest products. Sales are conducted in about 100 countries under many strong brands, including the leading global brands TENA and Tork, and regional brands, such as Libero, Libresse, Lotus, Nosotras, Saba, Tempo, Vinda and Zewa.

The SCA IT Services Division is currently searching for an IT Support Specialist. This position will support our US Headquarters in Philadelphia, PA. The IT Support Specialist is responsible to ensure the highest level of customer support for all IT systems and processes and to ensure proper functioning of the organizations information systems and makes upgrades as necessary.

* Helps business operations utilize information systems to improve efficiency * Keeps computer equipment, hardware, and software updated to meet organizational needs * Participate in the inventory, deployment, maintenance, support and upgrade of desktops, laptops, peripherals, and software * Utilize internal ticketing system * Maintain and meet Service Level Agreement for PC Services * Ensure that IT global standards are adhered to, e.g. response time, documentation management, and technical standards * Proactively identify areas for service improvement * Review incidents and technical solutions to ensure the integrity and value of information in the incident management system * Assist the Global Service Desk by handling calls and emails requests * Respond to Service Desk escalations to maintain first-hand experience with incident handling & problem resolution * Demonstrated ability to initiate and promote team oriented behavior * Proven dedication to customer service and proactive responsiveness to client needs * Maintain ownership of all incidents managed by Support Services Organization * Provide customer maintenance and outage notifications * Foster a team atmosphere within and between departments * Available to handle off hours support calls when necessary * Perform other essential responsibilities as deemed necessary.

* Formal education in computer science, business or related field, professional experience or combination of education, experience and certifications to effectively execute duties upon hire * 2-3 years Desk top experience in an Information Technology * Understanding of ITIL best practices preferred * Requires sound working knowledge in Intel based personal computing environment * Solid understanding of Microsoft Windows Active Directory * Desire to provide the highest levels of service to customers * Above average communication skills, verbal and written * Great interpersonal skills * Good problem solving, decision making, resolution, and organizational skills * Experience with Collaboration tools such as Audio/Video components, MS Skype * Travel: Ability to travel to domestic locations, if necessary.