IT Enterprise Tehnician- Service Desk

Overview:

The IT Enterprise Technician I provides technical expertise and guidance in supporting end-user problems with desktops, laptops, servers, peripherals, telecommunications, the mainframe, applications, and hardware.

Responsibilities:

Technical Support:

- Assist in responding to end-users' inquiries regarding technology issues.

- Includes incident recognition, research, isolation, and follow-up steps for first and second-tier issues.

- Use incident management database and technology resource center systems.

- Support most endpoint devices of the Company network.

- Recommend system modifications/configurations to reduce user problems. (45%)

System Administration:

- Perform system administration, including managing the life cycle of network accounts, permissions, access control lists, folders, etc., for requests, first day services, intra-day transfers, and last day ensuring account security procedures are implemented and enforced, including code/standards of conduct.

- Support and administer audio, video, and web conferencing. (25%)

Employee Communication & Training:

- Provide IT-related employee communications to the company or affiliates.

- Provide training/presentations to end-users on a regular basis on various aspects of technology and its application in the company.

- Recommend system modifications to reduce user problems. (15%)

Coordination with IT Personnel:

- Consult with other information technology personnel to coordinate activities related to testing and implementing new technology.

- Be a key participant in user testing, implementing, document creation, and communication for the information technology department and the end-user. (10%)

Reporting:

- Maintain the information technology outage request database.

- Create and present various reports to management regarding department metrics, benchmarking information, audit and compliance, or ad hoc reports as requested. (5%)

Additional Responsibilities:

- Provide after-hours support and perform any additional responsibilities as requested or assigned. (0-5%)

Qualifications:

- Two-year degree in information technology, computer science, or equivalent work experience. (Typically two years of additional related, progressive work experience would be needed for candidates applying for this position who do not possess a bachelor's degree.)

- A minimum of one year of additional direct related technical experience is required.

- Basic related experience.

- Basic knowledge of client/server, network, mainframe, and applications environment.

- Microsoft Certified Systems Administrator within 12 months of hire or equivalent work experience.

- Demonstrated aptitude in moderate problem solving.

- Strong verbal and written communication skills.

- Strong analytical and problem-solving skills.

- Ability to prioritize and handle multiple tasks and projects concurrently.

- Availability for on-call responsibilities on a rotating basis.

- Employees must be able to perform the essential functions of the position, with or without an accommodation.