IT Support Associate – Level IV

The IT Support Associate – Level IV works independently to provide advanced operational support across IT systems and services, ensuring high availability, efficiency, and accuracy for end users. This role includes mentoring junior associates, managing vendor relationships, and driving continuous improvement initiatives. The associate will collaborate across teams and regions to deliver seamless IT support and project execution.

Key Responsibilities

HOS (Printing Services)

Manage HOS operations for IMAC (Install, Move, Add, Change) by coordinating with business stakeholders.
Ensure SLA performance remains consistently above 90% by working closely with suppliers.
Lead and manage projects, ensuring adherence to timelines and deliverables.
Maintain strong supplier relationships through regular engagement.
Represent the region in Global Service Operations (GSO) meetings and forums.

End User Computing (EUC)

Oversee the complete lifecycle of EUC devices and peripherals—from procurement to disposal.
Collaborate with EUC support teams for timely procurement and deployment.
Provide operational updates in relevant forums and ensure financials align with Annual Operating Plan (AOP).

General IT Support

Perform IT production support and troubleshoot hardware/software issues independently.
Install, configure, and resolve IT hardware/application issues.
Use Incident Management systems to track and resolve user-reported issues.
Analyze data to identify trends and implement corrective actions.
Coach and mentor junior IT support associates and contract resources.
Champion Six Sigma methodologies to improve service delivery and reduce costs.
Identify and implement service improvement opportunities.

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IT Support Associate - Level IV

Cummins

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