SCOPE

Provides advanced level user and system support, investigation, and daily monitoring of hardware, software and services as assigned. Documents activities, assets, and other relevant record keeping. Performs advanced troubleshooting of hardware, software and applications. Communicates effectively and timely with support from vendors, peers, and supervisors.

ACCOUNTABILITIES
• Ability to identify issues with server hardware and software in a timely manner. Conduct advanced investigation and follow standards to resolve or escalate.Monitor systems to optimize performance and uptime.
• Assist with and validate the compliance of systems through existing standards and procedures. Identify gaps in compliance and remediate in a timely manner.
• Perform advanced troubleshooting and problem solving both independently as well as with the help of other support resources with least impact to business performance. Be available for providing after-hours/weekend/holiday production support when called upon. May provide support on a 24-hour basis by participating in the on-call rotation.
• Utilize good time management skills to complete assigned tasks and projects on time. Work with more senior team members, managers, and vendors to ensure stakeholders are informed and provided timely updates and resolutions.
• Able to develop and execute the processes of setting up and maintaining physical and virtual server hardware, operating systems, applications, networking, and storage.
• Able to work on multiple priorities.Seek guidance where applicable to help prioritize multiple priorities.Ability to take and follow direction.
• Effectively and consistently communicate both verbal and written technical and non-technical communication. Uses good business judgment and communications to keep IS Management informed.
• A positive attitude, good teamwork, professionalism & interpersonal skills, proactively seeking solutions, taking initiative where necessary.

EDUCATION & EXPERIENCE

Associate’s Degree in Computer Science or related field -or- in lieu of degree 4+ years relevant experience
• 4-8 years of experience working with server hardware, software, and applications
• 4-8 years of experience working with virtualization, security, user authentication and management
• 4-8 years of experience with vulnerability remediation
• 4-8 years of experience with desktop operating systems and office applications

SKILLS & CERTIFICATIONS
• Maintain advanced knowledge of all existing hardware and software technologies
• Advanced understanding of PowerShell scripting
• Ability
• Advanced ability to troubleshoot and resolve issues with all existing technologies with the help of available support or otherwise to ensure least impact to business functions.
• Able to coordinate and assist with hardware and software improvements, upgrades, and repairs as directed.
• Coordinate and assist with the installation of security and hotfix updates to Operating Systems and Applications.
• Ability to communicate technical information to non-technical audiences (verbally and written). Establishes and maintains effective relationships with business associates.
• Intermediate technical writing skills for maintaining relevant documentation.
• Coordinate and assist with meeting service levels
• Must be able to learn how technology impacts business performance
• Coordinate and assist with asset management, inventory and related documentation.
• Understand end user accounts, permissions, and access rights.
• Operate server infrastructure in support of applications.
• Able to maneuver in, under, and around work areas and Data Center as needed to help install equipment.
• Able to reach, lift and carry items weighing up to 40 pounds

Category: IT/IS

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