Principle Responsibilities
This position will collaborate with the Information Systems (IS) staff to provide technical assistance to clients who require support using customer
hardware and software in accordance with the formal, sociotechnical, and organizational process components of information systems.
This position will treat and respond to end-users as with a customer service orientation and will report activity to IS Manager, Engineering
Manager and CFO.
Standard Duties
Diagnose and resolve system incidents, problems, and events reported by customers.
Troubleshoot system hardware and software and generate reports as required.
Install and configure hardware, software, and peripheral equipment in accordance with business requirements for new and current system
operators.
Contribute to new employee onboarding or employee transfers and initiate orders for new equipment.
In conjunction with HR, aid in continued maintenance of inventory for issued IT equipment.
Administer accounts, network access and rights, to approved equipment and systems.
Diligently monitor and report client-level computer system performance and user trends.
Log, coordinate, prioritize and schedule support requests alongside department resources and regular activities.
Demonstrate access to network and other technological peripherals (i.e. shared scanners and printers) for new and current system operators.
Collaborate internally with HR and Network Operations departments, as well as externally with vendors (i.e. internet service providers, telephone
service providers, etc.).
Keep logs of user issues and track completion.
Escalate incidents, problems, and events IS Manager for prioritization directives
Requirements
AA degree or Vocational certificate in computer-related field with two years’ proven experience in computer network administration and
maintenance.
OR
High school diploma with three years’ proven relevant experience.
Capabilities
Customer Service Experience
Excellent Communication Skills
Incident and Information Management
Information Assurance
Infrastructure Design
Policy and Procedure Administration
Information System Administration, Testing and Evaluation
Problem Resolution
Core cybersecurity principles and operation of computers and Microsoft Office.
IT system operation, maintenance, and security needed to keep equipment functioning properly.
Organizational security policies and industry best practices for service desk.
Network security and computer networking methods, concepts, and protocols.
Expertise in successfully identifying the solutions to less frequent and more complex system problems.
Proficiency in conducting research for troubleshooting novel client-level problems.
Proficiency in identifying degradation of system performance causes and initiating appropriate mitigation measures.
Proficiency in configuring and validating network workstations and peripheral devices in accordance with business constraints and needs.
Cyber threats, vulnerabilities, and specific operational impacts of cybersecurity lapses.
Expertise in physical computer elements and operational design, including the functions of various components and peripheral devices.
Proficiency in using the proper tools for repairing software, hardware, and peripheral system equipment.
Ability to accurately depict incidents, problems, and events in the trouble ticketing system.
Knowledge of best practices used for recording and querying and incidents, problems, and events that are reported.
Remote access processes, tools, and proficiency related to customer assistance.
Electronic devices.
Knowledge of systems administration core concepts.
Physical Requirements
Capable of striking keys on a computer keyboard and using a computer mouse.
Lifting up to 25 lbs.
Viewing computer monitor displays.
Answering phones.
Seated for long periods of time.
Equipment to be Used
Computer, peripherals, printers, office equipment