Purpose of the Position
Ensures proper computer operations so that end users can accomplish organizational tasks. Responsibilities include receiving, prioritizing, documenting and actively resolving end user help requests. Problem resolution may involve the use of diagnostics and help request tracking tools, and require that the individual give hands-on help at the desktop level. Ensures that all technology related office components are working at a functional level.
Essential Position Responsibilities - This is a Salary Non-Exempt position.
Provides end user technical support. Tracks internal customer support; assists users in solving problems; obtains problem resolution feedback. Utilizes an internal corporate helpdesk system to achieve an optimal level of support, in coordination with other IS staff. Provides end user technology related support. May work face to face, via telephone or via remote management software to provide company wide support services.
Stages and deploys new computer systems. Receives new computer systems, installs work related software, and deploys equipment to designated staff members. Follows established computer setup procedures to ensure compliance with all software and security needs.
Provides office relocation assistance. Provides assistance and coordination of technological component installations and upgrades during office relocations or additions. Actively participates in the installation of equipment and data services.
Performs daily backups and setups. Reviews the daily backup logs and ensures backups are complete. Performs periodic testing to ensure all backups are recoverable. Sets up new users on phones. Completes monthly backups on phone systems.
Supports VMWare. Demonstrates a basic understanding of VMWare, navigation and basic maintenance. Assists System Administrators with basic troubleshooting.
Provides second level support assistance. Assists in the maintenance of networking systems such as LAN switches and wireless access points. Assists System Administrators in troubleshooting routine problems and in server maintenance. Escalates problems to the appropriate staff when required.
Keeps up to date on desktop trends. Updates job knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks and participating in professional organizations.
Participates as a member of the Team. Participates in the ongoing development, communication and implementation of team concepts, programs and policies; coordinates work to ensure best practices with all team members. Attends appropriate team meetings. As a member of the Team, fosters strong cohesiveness regarding all major issues; e.g., direction, annual plan, budget, policy changes, etc. Accepts responsibility to quickly identify any areas that lack cohesiveness, bringing them to the attention of the team leader and working with the team in a supportive manner to resolve issues and actively look for ways, and reinforce actions needed, to achieve synergy possible within the larger organization.
Simmons Operating systems principles and objectives: Is familiar with Simmons’ established operating systems (e.g. quality, security, office environment, company policies, LEAN); understands the responsibility to maintain familiarity with the systems and this position’s role in support of these systems - including a consideration of the impact of individual actions on the systems and the responsibility to communicate concerns and improvement ideas.
Performs other duties as necessary in support of business objectives: This position description is intended to guide the activities of the person in this position and is not intended to limit the thinking and creativity of the person as to the work of this function nor is it intended that this describe all the work that may be required of the person in this position.
Physical Activities: Moving about, climbing in a properly safe environment, maneuvering in tight spaces (i.e. maintaining or retrieving computer equipment in attic). Lifting and carrying equipment such as desktop PC and monitors. Enters and locates information on a computer. Visually verifies information, often in small print. Communicates with Customers, Vendors, or Employees via telephone, in person, and/or electronic mail. May present information to small or large groups.
Personal Protective Equipment (PPE): As required by visiting facility.
Travel: One to two offsite classes per year. Regular travel by car to supported sites.
Technical Experience: Preference for 2 years experience in a related field. Knowledge of basic computer hardware, Microsoft Office, ERP systems and Help Desk Systems. Experience troubleshooting PCs and basic network devices. Demonstrated strong understanding of personal computer workstations, desktop operating systems including Windows, MAC and Linux, and technologies to be able to install software safely and effectively in a network environment. Extensive application support experience. Track-It experience preferred. Demonstrated strong communication and interpersonal skills in order to work with internal and external contacts at various levels.
Industry Experience: Preference for manufacturing or food processing organization.
Minimum Education: High School Diploma or equivalent.
Preferred Education: Associate’s Degree in Information Technology/Computer Science or technical related field and/or equivalent work experience. A or MCP certifications are a plus.