IT HELP DESK ADMINISTRATOR

Description

JOB SUMMARY:

Under the supervision of the Information Systems Manager, the Help Desk Administrator will coordinate and resolve all IT related support requests at UPSCO. Monitor and help maintain and assist all End Users, Servers, Network and Phone System. Assist in the development and improvement of UPSCO’s information technology services. Perform as a reliable member of the IT Support Services team to ensure all team members have access to a reliable network and computer user experience on all levels. Assist in an ongoing preventive maintenance program for high availability of computer hardware and applications

ACCOUNTABILITIES:

• IT Helpdesk/Tech Support
• Create/Change/Delete User Accounts
• Investigate and Troubleshoot Issues
• Network Systems Monitoring & Backup
• Workstation Setup & Configuration
• Cell Phone Administration
• Apply Operating System Patches and Upgrades

ESSENTIAL JOB FUNCTIONS:

• Coordinate and resolve all IT related help requests including, but not limited to:
• Establish and maintain a single point of contact for UPSCO employees to report IT related issues
• Respond to support requests for workstations, printers and other network attached devices
• Resolve issues independently when possible, if not escalate to IT Manager
• Remain open and imaginative to the ever-changing advancement in technology necessary to a modern workplace
• Track all help requests and resolutions using Asana help desk function
• Assist in the creation and maintenance of best practices program to ensure data stability, accuracy, integrity and security
• Create and maintain accurate user guides
• Assist in troubleshooting and resolution of software compatibility issues
• Provide excellent communication between departments, inside and outside staff and management
• Compile and maintain all UPSCO IT infrastructure information including, but not limited to:
• Create/Deploy/Monitor and maintain physical and virtual Servers, Cloud Environment, Network Infrastructure and Phone System
• Coordinates selection and purchase of computer hardware and software (Desktop, Laptops, Monitors, and Printers) for UPSCO employees
• Inventory, label and maintain a centralized list of all computer hardware including PC’s, laptops, cellphone, network equipment, monitors, printers
• Set up PCs and printers
• Coordinate system upgrades including multi-variable and multi-environment essential software
• Follow established practices and standards for workstation configurations, naming conventions, and other established procedures.
• Configure and maintain network switches for both LAN and WAN functionalities
• Act as a company cell phone and wireless device administrator
• Maintain and ensure the security of network firewall
• Help to develop, configure and implement a robust backup solution for data integrity
• Create and maintain Group Policies

NONESSENTIAL JOB FUNCTIONS:

• Assist in the creation and maintenance of system documentation
• Assist in creation and planning for annual IT budget
• Install/repair Ethernet Cabling and Network Equipment as needed
• Performs other duties as required by the IT Manager

SUPERVISORY RESPONSIBILITIES:

• This position has no direct reports.

WORKING CONDITIONS:

ENVIRONMENT: The employee primarily works in an office environment and is rarely exposed to work near moving mechanical parts, and vibration. The noise level is technically considered quiet, however, laughter and low volume music encouraged.

SCHEDULE: 40 hours Monday-Friday; May occasionally be requested to work overtime and weekends.

TRAVEL: Rarely required to attend trainings.

CONTACT: Daily contact with department staff and management. Infrequent contact with suppliers and customers.

Requirements

JOB KNOWLEDGE, SKILLS, & ABILITIES REQUIREMENTS:

EDUCATIONAL/EXPERIENCE: Bachelor’s degree in computer science, Management Information Systems, Information Systems or related field and 1-2 years of Windows System administration experience. Equivalent combinations of education and work experience will be considered.

BEHAVIORS: Support a positive company culture and demonstrate the UPSCO Core Values in all actions. Passion with Purpose, Work Fun, No Sheeple, Attitude without Attitude, Together We are Better, After You

EQUIPMENT: Computer terminal, General Office equipment

SAFETY, PROTECTIVE CLOTHING AND GEAR REQUIREMENTS: Must be able to adhere to all safety procedures and Good Manufacturing Practices (GMP) while utilizing tools, computers, and safety devices to efficiently complete assigned work and as posted in specific shop areas.

COMPUTER: Requires in depth knowledge of Windows operating systems and applications. Knowledge of PC hardware, software, and networking protocols is essential. Configuration and troubleshooting skills are necessary. Working knowledge of ERP/MRP systems required. Experience with Meraki networking equipment and Cloud Based Applications preferred. Experience supporting Office 365 and Microsoft Azure environments preferred.

COMMUNICATION: Excellent written and verbal communication skills. Ability to write reports, correspondence and procedure manuals. Ability to effectively present information and respond to questions from department staff and managers.

MENTAL: Close mental attention required to perform work dealing primarily with preparing and analyzing data and figures, performing accounting work, using computer terminal, AND/OR extensive reading.

MATH: Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals.

VISUAL: Close visual acuity of color distinction, close vision, distance vision, peripheral vision and ability to adjust focus. Must possess sight and hearing senses or by the use of prosthetics that enable these senses to function adequately.

PHYSICAL: Light work: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects.