Job Description
Job Purpose
Works with personnel to solve technical issues and communicate and enforce IT standards. Support
personnel and management in defining information technology needs and appropriate software/hardware solutions for users. Works with Enterprise IT teams to support and maintain IT processes and infrastructure.
Role And Responsibilities
System Configuration & Setup
Support and maintain applications and infrastructure systems including desktops, servers, printers, and phone systems.
Ensure data/system security complies with corporate policies to protect the information technologies from unauthorized access, use, or interruption. Ensure information technology security provides the necessary safeguards for good business practice and meets all corporate and government regulatory requirements.
Define end-user needs, and work with others to architect/design, implement, test, document, and maintain end-user system(s). Develop clear and concise documentation for instruction manuals.
Application Support & Troubleshooting
Review, evaluate and implement requests from user departments.
Analyze systems problems, determine root-cause, and initiate corrective action.
Troubleshoot at the physical level of the network, working with network measurement hardware and software, as well as physical checking and testing hardware devices.
Identify end-user training needs and provide appropriate hardware/software solutions.
Work with other facilities to help drive alignment and standardization to enterprise systems.
Drive continuous improvement using emerging and commercially available technology services and processes to increase effectiveness.
IT Vendor Coordination & Service Requests
Raise and track service requests/tickets on the Dell Support portal (or other OEM portals).
Coordinate with Dell support for hardware issues, warranty claims, and part replacements.
Maintain records of service requests, warranty details, and AMC information.
Follow up with vendors to ensure timely resolution.
IT/Facilities teams Co-Ordinator
Coordinate with IT/Facilities teams to minimize downtime and ensure business continuity.
Maintain accurate records of IT and facility inventory (access cards, devices, equipment, consumables, etc.).
Track stock levels and proactively initiate procurement and replenishment.
Assign assets to employees and maintain proper documentation and acknowledgments.
Conduct periodic audits and reconciliation of inventory.
Ensure safe storage and accountability of all assets.
Laptop Imaging & Deployment
Perform OS imaging and re-imaging of laptops and desktops as per company standards.
Install and configure operating systems (Windows/Mac) and required enterprise applications.
Ensure proper domain joining, user profile setup, and system security configuration.
Maintain standard image templates and ensure version control.
Access Control Maintenance
Administer and maintain the organization's Access Control System, including configuration and troubleshooting.
Create, issue, activate, deactivate, and track employee access cards.
Ensure appropriate access rights based on roles, departments, and security policies.
Understand and manage Live Controllers after UPS system after shutdown/restart procedures.
SD-WAN Architecture Know-Abouts
Maintain a working knowledge of the organization's SD-WAN network architecture.
Provide first-level support and basic troubleshooting for network connectivity issues.
Other Duties As Required.
Qualifications and Education Requirements
Bachelor's degree in computer programming or related field or equivalent work experience.
Minimum four years of experience with either programming/systems analysis, systems software applications, PC repair, or providing support to users required.
Experience in Microsoft desktop OS (Windows 8,9,10, etc.), Microsoft O365, data communications, operations and personal computers required.
Ability to solve technical issues and escalate when appropriate.
Experience With PowerShell And Other Scripting Languages Desired.
Must be able to maintain PC's, printers, peripherals, and infrastructure.
Comply with physical requirements, able to lift 50 lbs., able to walk/stand throughout the day.
Competencies
Outstanding Customer service focus required.
Perform assignments as directed.
Provides timely and accurate updates to the ITSM ticketing system.
Effective Time Management Skills Required.
Excellent decision making and problem-solving skills are required.
Ability to communicate technical information to a non-technical audience in a clear and coherent manner required.
Ability to work with a broad constituency and have tolerance for the different work styles of the various clients required.
Ability to work in an environment that may be occasionally stressful when assisting clients on site is required.
Additional Notes
Strong communication skills required.
Normal Business Hours: 7:00am 4:00pm CST/CDT (flexible; based on client needs)
Work direction/prioritization provided by Toro with emphasis on end user support.
