JOB SUMMARY:
This position is primarily responsible for supporting tier 2 and tier 3 requests involved with asset management, troubleshooting and maintenance of companys client IT hardware and software. While primarily supporting Little Rock, this position may pitch in to help other areas of DFJ remotely. Other responsibilities include the implementation and maintenance of hardware/software procedures and standards along with supporting end-users on company-allowed IT hardware/software and their ancillary solutions.
PRINCIPAL DUTIES/RESPONSIBILITIES (ESSENTIAL FUNCTIONS):
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· Provides day-to-day technical support to employees for network connectivity and internal computer systems software and hardware
· Perform desktop software license management per the companys license and compliance needs stated in the contract.
· Install, configure, and troubleshoot desktops, laptops, phones, peripheral devices and software in a heterogeneous environment
· Configuration and maintenance of company issue management and asset management systems.
· Develop, test and maintain software deployment packages for approved software using asset management software.
· Define and maintain desktop hardware/software standards and procedures based on current and future company needs.
· Implement and enforce defined desktop hardware/software standards, designs and procedures.
· Assist with the maintenance of company printer policy and printer service agreements.
· Monitor/Maintain company IT hardware and software inventory.
· Responsible for managing, updating and implementing company images for deployment to client devices
· Communicates highly technical information to both technical and nontechnical personnel
· Research, evaluate and propose new technology solutions focused on improvements or changes to IT procedures or hardware/software configurations; test and implement approved solutions.
· Works in conjunction with the Business and other MIS Teams.
· Approve/Add/update information to the IT knowledgebase and procedural documentation.
· Performs Incident ticket processes; Responds to assigned tickets (routine and urgent) within the timeframe specified by the current service level agreement and works issues through to resolution; Maintains appropriate documentation within the Incident system as determined through periodic ticket quality reviews
· Assists in developing and creating standard operating processes to continuously improve IT Follows standard operating processes and best practices for all service situations
· Responsible for learning and utilizing new services and products or changes to existing services and products
· Recommends hardware and software solutions, including new acquisitions and upgrades
MINIMUM REQUIRED QUALIFICATIONS:
· Bachelors degree or higher-level IT certificate like MCSA)
· Five (5) years of experience supporting PCs in an Intel and Microsoft environment. (may reduce experience requirement with
· Two (2) years of experience in software deployment and asset management
· Experience in writing technical procedures and documentation for both technical and non-technical personnel.
· Ability to organize, plan and execute projects/tasks.
· Solid ability to convey technical information and instructions to non-technical personnel.
· Strong organizational, planning and teamwork skills.
· Solid understanding of basic networking and client/server communications.
· Comfortable working within a team and able to work independently as needed on tasks, projects or assigned incidents.
· Ability to manage multiple tasks simultaneously.
· Must be able to lift and move 40 lbs. with or without reasonable accommodation.
- Must be able to work effectively with other department users with varied experience levels.
ADDITIONAL DESIRED QUALIFICATIONS:
· Additional technical certificates from Microsoft or CompTIA
· MTA, MCP, MCSA or greater certification.
· Familiarity with manufacturing business and industrial systems
· Experience with concepts of data administration and security.
· Experience with concepts of network/server administration
- Familiarity with DFJ hardware/software.
NON-PRINCIPAL DUTIES/RESPONSIBILITIES (NON-ESSENTIAL FUNCTIONS):
· Troubleshoot network issues basic problems.
- Enter, maintain and work issues using helpdesk system (Service Now).
WORKING CONDITIONS:
· Office environment. Must be able to work at desk and computer for significant portion of the day.
· Must be available and willing to work non-business hours, weekends and holidays as required.
