IT Specialist II

Position Overview

Provide a brief outline of the purpose of the position. Consider how the position supports the overall goals of Tiffany & Co.

The IT Support Specialists primary responsibility is to provide proximity IT Support of the manufacturing infrastructure and Operations, including computer hardware, software, applications, network printers and scanners, as well as other manufacturing related technologies. The position will be responsible for providing service delivery which includes incident, problem, and change management to facilitate Information Technology initiatives within the location.





Key Accountabilities

Provide a description of the key accountabilities that the position is responsible for. Estimate the percentage of time to be spent on each accountability, totaling to 100%. Indicate whether each accountability is critical or necessary.

Key Accountabilities

% of Time

ImportanceProvide local technical support and assistance for all computer hardware (laptops, printers, RFID antennas, telephones, scanners etc.). Act as the onsite single point of contact for internal client technical issues, working with internal and external IT teams, including external vendors. This role also provides dedicated support for design and engineering environments, with a strong emphasis on AutoCAD, Mastercam, and other CAD/CAM and engineering applications used by manufacturing and engineering teams.

25

Critical

NecessaryInstall and configure workstations, software, and systems as designated by Information Technology division. Follow SOP's and Knowledge documentation to ensure consistent solution delivery. Provide assistance to internal and external Information Technology teams with all project and support related deliverables pertinent to the location.

25

Critical

NecessaryPerform IT Service management by utilizing ServiceNow to track, update and resolve incidents and requests for local operations, ensuring adherence to documented processes and policies. This includes communicating escalations to management and external IT Teams.

25

Critical

NecessaryProvide training and knowledge transfer to operation staff, including the creation of documentation for site-specific processes in the form of Knowledge Articles and SOPs.

20

Critical

NecessaryMonitor health and track maintenance of local IT Systems, including Server, Network, Telephony, and other critical systems and processes. This includes tracking and maintaining IT inventory specific to the location.

5

Critical

Necessary

Technical Skills and KnowledgeStrong knowledge of end-user hardware and peripherals, including:Laptops and desktopsPrinters, scanners, and networked devicesRFID equipment, telephony, and other manufacturing-related technologiesExperience installing, configuring, and troubleshooting:Workstations and standard enterprise softwareNetwork-connected devices and peripheralsWorking knowledge of IT Service Management (ITSM)practices and tools (e.g., ServiceNow), including:Incident, request, problem, and change managementAccurate ticket documentation and status updatesBasic understanding of:Networking fundamentals and connectivity troubleshootingServer, network, and telephony system health monitoring from a site-support perspectiveExperience with IT asset and inventory management, including tracking and maintaining site-specific equipmentDocumentation, Training, and CommunicationAbility to follow and apply standard operating procedures (SOPs) and knowledge documentationExperience creating and maintaining:Knowledge ArticlesSite-specific SOPsUser-facing technical documentation and guidesAbility to provide effective training and knowledge transfer to manufacturing and operational staffStrong verbal and written communication skills, with the ability to clearly explain technical concepts to non-technical usersProfessional CompetenciesStrong problem-solving skills with the ability to resolve most technical issues independentlyAbility to escalate complex or high-impact issues appropriately and communicate clearly with IT leadership and support partnersHigh level of motivation and interest in learning new technologies and processesAbility to work effectively with minimal supervision in a fast-paced, operational environmentStrong organizational skills and attention to detail, particularly in documentation, ticketing, and asset trackingReliable attendance and schedule adherence to support manufacturing and business operationsLevel of Knowledge, Skills, and AuthorityApplies established and advanced IT support concepts, practices, and procedures within a manufacturing or operational environmentAdapts tools, processes, and techniques to meet location-specific requirementsPerforms varied and moderately complex work under limited supervisionResolves the majority of local IT issues independently, escalating only the most complex problemsOperates within defined policies while exercising sound judgment to ensure consistent service delivery

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