IT Support Administrator

Position Summary
To provide end user support by answering calls, resolving issues and providing exceptional customer service so the Company can achieve its sales and profitability goals.

Essential Functions

• Analyzes information technology issues at a high technical level with root-cause analysis and solution identification.
• Identifies issue trends and works with IT management to develop solutions in order to provide customer satisfaction.
• Provides Tier 2/3 support for network, hardware, software, business applications and telephony (wired and wireless).
• Performs preventative maintenance for PC hardware including antivirus updates, Windows updates, Microsoft Office updates and physical maintenance.
• Creates, develops and delivers end user training; works with Human Resources to develop training programs and performs 1:1 user training on an as needed basis.
• Ensures proper inventory tracking and disposal of equipment.
• Ensures proper tracking of support issues and provides solution and ad-hoc training to users
• Works with IT Tier-3 engineers & project management for the completion of defined project tasks and deliverables
• Communicates with management team to share information on IT projects; communicates project requests to project management office for organization and time requirements.
• Performs laptops, desktop, and hardware installs; works with management and corporate leadership on projects and priorities as directed.
• Ensures that company policies, standards and procedures are met, followed and maintained in accordance with established company policy (e.g. OSHA and safety compliance, Federal/State/Local laws).
• Works assigned schedule, exhibits regular and predictable attendance and works outside of normal schedule as needed to meet workload demands. Performs other related duties as required.
• Operate Powered Industrial Trucks (PIT), including aerial lift, in compliance with safety standards and company procedure

Education Level

Associate's Degree in computer science, information technology or related field or equivalent work experience.

Experience

3-5 years of previous support of cloud services in a similar size organization.

Computer Skills

Microsoft Operating Systems, Microsoft Office Suite, Antivirus, Microsoft Lync

Certificates & Licenses

Valid Driver’s License or demonstrable ability to gain access to worksites.

Additional Requirements

Knowledge of: Microsoft based software applications, desktop and server operating systems (Windows 7/8 environments), network hardware and software systems. Skill in: project management, problem solving, troubleshooting, organizing work flow and processes; internal customer service. Ability to: work quickly and efficiently; multi-task; communicate effectively with internal customers and vendors; develop good working relationships. Other functions, skills and abilities may also apply. of IT disciplines including but not limited to technical architecture, Network, Office 365, Microsoft Lync, unified Messaging, Unix/Linux, Virtualization, DHCP, Telecommunications Networks, Microsoft Active Directory, DNS, iSeries AS400, SQL Server, etc.