Position Description & Summary Statement
Provides technical infrastructure and application Tier 1 escalations and Tier 2 support of, hardware, server and network infrastructure. Provides service desk ticket support to IT users. Documents incident response for tracking and reporting. Takes a hands-on role in applicable hardware/software/network installations configurations as requested.
Essential Position QualificationsBachelor's degree in Information Technology or 5 years related work experience8+ years of progressive information technology troubleshooting experience in a multi-user environment8+ years of Tier 1 and Tier 2 customer support/helpdesk experienceWorking knowledge of networking standards and protocols (WAN/LAN/Wi-Fi)Working knowledge of on-premise Active Directory and MS Entra ID (formerly Azure AD)Working knowledge of MDM Administration & App Deployment, experience with Intune a plusWorking knowledge of MacOS and hardwareOther Technology requirements:Microsoft Windows 11; Server 2016/2019; Office365 Suite; Active Directory/Entra ID; Antivirus (Defender); Intune; Android/iOS mobile device support; VPN support; laptop/desktop and peripherals; Amazon Web ServicesExcellent verbal & written communication skills, particularly with interpersonal formatStrong analysis and prioritization skillsAdaptable to changing technologies and their workplace applicationDesire and capability to learn new technologies and provide appropriate service support (i.e. desktop/laptop imaging, hardware and software maintenance)Ability to work independently and in a dynamic environmentAbility to present ideas effectively to business and IT stakeholdersAssigned Responsibilities & DutiesUpgrading, installing, and configuring application software and computer hardwareTroubleshooting and providing technical support to usersUser account administration (new user creation & deactivations, providing system permissions)Performing regular security tests and security monitoringMaintaining networks and network file systems (onsite SAN)Responds to requests for assistance from users and provide Tier 1 & 2 hardware, software and network troubleshooting & supportServes as escalation point for all unresolved Tier 1 support issuesPerforms project tasks as part of a team, acting independently where requiredMaintains IT certifications and up to date knowledge to meet the evolving needs of the organization and its users Experience working with a ticketing systemAids IT Security personnel in the maintenance of spam filters, web filters and other related technologyMeeting with users to understand usage situations and assistance needsSatisfies assistance requests in accordance with established SLAsProvides appropriate technical advice or specific technical support as requested or as identified for the userAssists as needed to resolve technical problems which may involve a combination of hardware, software, and networking issuesProvides infrastructure/technology expertise; aids in identification of technology improvementsAssists in the creation of user manuals and usage procedure guidesResponsible for assistance in the maintenance of IT infrastructure networks, routers, switches, backups, software testing, and hardware replacement/updates. Experience with Cisco networking gear a plusProvides regular status reporting to managementEscalates issues according to company guidelinesInterface with infrastructure, database, and development personnel, partners and vendorsActively contribute to ongoing process improvementDocumenting position processesCamera system and application support, experience with exacqVision a plusCapable of fulfill evening, weekend, and extended hours/days as required Capable of traveling to user sites as required, multi-site supportResponsible for other duties as assigned#ZR