Basic Function

This position provides advanced remediation to technical issues that threaten to hinder day to day operations. This could be a system wide problem or a single office issue. Resolution could include interfacing with multiple departments to discover root cause and/or engaging product vendors to bring resolution.

Monitor current product lines of hardware and software, providing advanced notice to management of changes that would impact day to day operations. Provide input and recommendations on best options to address these changes.

Assists with project planning, communication and identifying chronic failure points in processes or systems that should be resolved to reduce calls, drive efficiencies and provide a better working system for our franchises.

Develop documentation for new processes, review old processes and look for improvement opportunities, provide training to Technical Support team as needed.

Typical Requirements

Job will require work outside of normal business hours; can be called on to support the business from any location. Relies on experience and judgment to plan and accomplish goals. A wide degree of creativity and latitude is expected, performs a variety of tasks. Helps cultivate a strong team environment through training and continuous process improvement. Act as a liaison between Technical Support and other departments. Reviews, analyzes, and evaluates information technology systems operations. Tests and evaluates network systems to eliminate problems and make improvements. Recommends system upgrades, patches, new applications and equipment. Works with outside vendors as required to achieve required results.

Essential Functions

The unique requirement of this role is driven by elevated business needs first and foremost. As such we make no determination of estimate time or frequency in each function.

Decision-Making

In a complex enterprise network, decision-making is very challenging, requiring proper judgment and the ability to make recommendations and/or decisions based on experience and judgment. Many times policies and procedures are not clearly defined and tasks are performed under frequently changing conditions and problems. 

Supervision: Received - Given

Performs a variety of complicated tasks and a wide degree of creativity and latitude is expected. Virtually self-supervising with direct accountability for final results. Typically reports to a supervisor.

Accuracy, Accountability and Control

Changes made to hardware or software could cause a negative impact to business processes, so thoroughness in planning and testing changes is critical. Changes need to be accurate and proper, and accountability for successful changes is high.

Contacts: Internal - External

Internal contacts are generally located in different departments and contact is made with little to no supervision. This position requires good communication skills for clarification, coordination and to avoid misunderstandings with internal as well as external contacts. Also requires tact, good judgment, discretion and a professional demeanor in dealings with all contacts.

Specialized Skill or Technical Knowledge

Microsoft Certification

Cisco Certification

Dell Certification

PowerShell scripting

Must possess detailed knowledge of all computer related concepts.

Excellent customer service skills.

Excellent computer software and hardware troubleshooting skills.

Excellent documentation skills.

Requires detail knowledge of all current Microsoft Desktop Operating systems, Microsoft Server operating Systems and MS Office systems suites. 

Confidential Information

This position is one of trust, with access to sensitive information as user and system passwords, and confidential data. Protection of these company assets is critical to this job function.

Working Conditions

High stress due to multi-tasking. Noise is prevalent due to multiple conversations. Must be able to lift 50 lbs.