Address
Form of workDimensions of Job:
· Functions as a Technical Analyst in triage of site-specific technical concerns and handle incoming Help Desk support calls; assists site and corporate personnel having difficulty using or inquiring how to use various computer systems and related hardware.
· Provides support, education, training, and information to users regarding use of network and computer equipment and other related issues and concerns.
· Works directly with users to troubleshoot issues and identify source of error; updates each problem/incident in the Help Desk database for tracking purposes; alerts supervisor of common/recurring problems.
· Participates in and actively supports various IT projects on a broader corporate level
Principal Duties and Responsibilities:
· Impromptu road trips between sites are required. Visits manufacturing locations to perform routine service, preventive maintenance, and installations and/or to troubleshoot equipment/network failures.
· Configures, installs and repairs computer network systems, hardware equipment, and peripheral devices including personal computers, monitors, printers, disks, bridges, routers, keyboards, modems, multifunction devices and scanners; tests and evaluates new hardware.
· Installs/upgrades software programs and operating systems; repairs software problems.
· Identifies, researches, and resolves network problems; consults with coworkers and utilizes user and technical manuals, manufacturer’s guidelines, ISP’s, and internet resources to assist with troubleshooting, diagnosing, installation, and servicing equipment and systems.
· Completes diagnostic procedures/monitoring to detect technical problems and to ensure efficient operations; facilitates repair of failed network system; establishes printing capabilities, network communications, and remote access capabilities.
· Maintains documentation of system activities, operations, modifications, maintenance, and other activities following prescribed methods and procedures; distributes documentation or maintains records as appropriate.
Additional Functions:
· Follows routine departmental checklists to ensure preventive maintenance, disaster recovery and inventory processes are sound.
· Monitoring and assisting with routine data backup of systems onto tape, disk or other media
· Performing procedures in datacenter including applying service packs, system updates, antivirus patterns, security checks and other routine datacenter operations
· Previews and evaluates proposed hardware and/or software; makes recommendations for acquisition.
· Maintains and organizes workstation, datacenter and stockroom areas.
· Substitutes for coworkers in temporary absence of same.
Qualifications/Competencies:
· High School Diploma/GED with appropriate technical certifications or BS Information Systems/equivalent
· Appropriate technical certifications.
· 1 year of experience in installation and maintenance of computer and network systems, network applications, hardware and software support services, or administrative support; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.
· Valid driver’s license.
· Data Utilization: Requires the ability to calculate and/or tabulate data in spreadsheets. Includes performing subsequent actions in relation to these computational operations.
· Human Interaction: Requires the ability to exchange information for the purpose of clarifying details within wellestablished policies, procedures and standards.
· Physical Movement: Requires the ability to use ladders and lift boxes/equipment in excess of 30 pounds
· Professional Demeanor: Requires adherence to all dress codes, attendance, and professional policies so that a positive impression is made when encountering customers, store operations and corporate personnel.
· Verbal Aptitude: Requires the ability to utilize a wide variety of reference, descriptive, and/or advisory data and information. Phone skills are essential.
· Functional Reasoning: Requires the ability to apply principles of rational systems; to interpret instructions furnished in written, oral, diagrammatic, or schedule form; and to exercise independent judgment to adopt or modify methods and standards to meet variations in assigned objectives.
· Situational Reasoning: Requires the ability to exercise judgment, decisiveness and creativity in situations involving a variety of generally predefined duties which are often characterized by frequent change.
