Operates, maintains, and provides ongoing technical IT support for all Shiloh company locations. Manages all phases of end user computing technology life cycle including procurement, distribution, configuration, maintenance and retirement of all end user computing technologies. Provides support for infrastructure components, network and telephone systems. Provides support for local data center operations including system backup and associated facility infrastructure support.
Essential Duties and Responsibilities:
Provide second level support for all software and hardware needs of end-user computing and desktop-based LAN/WAN systems; troubleshoot and diagnose problems to resolution to minimize down time of applications and personnel, track and report activities in service management system, and follow internal escalation routines to various IT support functions.
Coordinate procurement, setup, distribution, inventory, imaging and maintenance of all end user technologies; use asset inventory system to track hardware and software and maintain compliance.
Maintain and repair broken hardware and/or coordinate software and hardware vendors to request service regarding defective products.
Administer systems and users in Active Directory, System Center Configurator Manager, and Outlook.
Provide accurate record of each call in a service management tracking tool; monitor all open issues to ensure business and customer expectations are met, provide periodic updates, and promote customer advocacy.
Report system problems to appropriate technical/management staff and confer with them to resolve production issues.
Support local data center operations including facility infrastructure support for HVAC, generator, UPS and related electrical systems.
Responsible for daily backups, tape rotations, and data restore at local server room level.
Ability to travel up to 25% of the time, often overnight; possible international travel
On-call and after hours support; willingness and ability to work flexible or irregular hours in accordance with departmental needs and workload demands.
Other duties may be assigned at the discretion of management.
Essential Skills and Abilities:
Ability to read, analyze, and interpret documents such as safety rules, standard operating procedures, and technical manuals.
Ability to write reports, business correspondence, and procedure documentation.
Ability to effectively present information and respond to questions from managers, clients, customers, and subject matter experts.
Strong verbal communication skills with positive customer service orientation, professional demeanor, with excellent interpersonal skills with ability to work in fast-paced, dynamic environment.
Ability to define problems, collect data, establish facts, and draw valid conclusions
Ability to interpret an extensive variety of technical instructions.
Strong working knowledge of desktop, laptop and portable computing hardware, remote control software, operating systems and administration tools, current Microsoft Office products including Outlook, word processing, spread sheeting, and presentation applications
This job has no supervisory responsibilities.
Education and/or Experience
Associate's degree from two-year college or university required
Bachelor Degree in technology or related business field preferred
(See CSD Career Ladder for Years of Experience Requirement)
Additional Competencies, Skills Abilities Standard
Possess at least 3 years of IT experience
Lead in the overall management of at least one end user technology (ex. TrendMicro antivirus system, WSUS, TeamViewer tools, timeclocks, etc).
Research alternate approaches to existing software and hardware when standardized approaches cannot be applied.
Perform system analysis techniques and procedures, including cross-functional discussions, to determine hardware, software or system functional specifications.
Provide supplemental support for Technical Services in networking, infrastructure and telephony hardware.
Provide technical guidance and direction to other team members as needed.
Possess strong knowledge of networking, IT security principles, network infrastructure hardware, and wireless technologies.
Ability to effectively communicate at all levels in the organization
Certificates, Licenses, Registrations
None required; however, any technical-related certification(s) is preferred (ex. HDI Support Technician, A+, MOS, etc.)
This position requires some physical effort including climbing and bending.
The ability to safely lift and carry up to 50 lbs. occasionally.
The noise level in the work environment is usually moderate.
The potential for accidents or health hazards in this position is minimal.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
This job description will be reviewed periodically as duties and responsibilities change with business necessity. All job functions are subject to modification.
Shiloh Industries, Inc.