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DEPARTMENT: CENTRE ASSIST
SUPERVISOR: MANAGER OF CLIENT SUPPORT SERVICES
EXEMPTION STATUS: NON-EXEMPT
The primary role for this position would be focused on implementing and supporting various IT Infrastructure technologies as mentioned below with an emphasis on matter resolution, on-boarding of new clients, racking, cabling, installation and removal of hardware, verbose documentation of projects or tasks and other duties as assigned.
Some out of town travel may be required to support client environments.
Essential Duties and Responsibilities
Problem management and escalation of issues in a timely manner
Prioritization of tasks and meeting of deadlines, excellent time management skills
Excellent troubleshooting and assessment skills
Excellent written/verbal communication skills
Must be a team player with outstanding customer service skills
Entry of timesheets, expense reports and documentation on or before deadline
Keep up-to-date on market trends, theory and new ways of doing things; embrace change
Assist with change-management activities
Prepare and deliver complete and concise documentation for all projects
Present progress reports to immediate supervisor and or Project Manager (if so assigned)
Help turn business problems into technical solutions
Manage deployment of equipment in compliance with established technology policies.
Participate in after-hours on-call schedule serving as initial level of escalation for compute, storage, backup, automation and virtualization issues.
Adaptability – Accepts criticism and feedback. Adapts to changes in the work environment. Changes approach or method to best fit the situation. Manages competing demands.
Communications – Exhibits good listening and comprehension. Expresses ideas and thoughts in written form. Expresses ideas and thoughts verbally. Keeps others adequately informed. Selects and uses appropriate communication methods.
Continuous Learning – Assesses own strengths and weaknesses. Pursues training and development opportunities. Seeks feedback to improve performance. Shares expertise with others. Strives to continuously build knowledge and skills.
Customer Service – Displays courtesy and sensitivity. Manages difficult or emotional customer situations. Meets commitments. Responds promptly to customer needs. Solicits customer feedback to improve service.
Managing Customer Focus – Develops new approaches to meeting customer needs. Establishes customer service standards. Monitors customer satisfaction. Promotes customer focus. Provides training in customer service delivery.
Problem Solving – Develops alternative solutions. Gathers and analyzes information skillfully. Identifies problems in a timely manner. Resolves problems in early stages. Works well in group problem solving situations.
Teamwork – Balances team and individual responsibilities. Contributes to building a positive team spirit. Exhibits objectivity and openness to others' views. Gives and welcomes feedback. Puts success of team above own interests.
Use of Technology – Adapts to new technologies. Demonstrates required skills. Keeps technical skills up to date. Troubleshoots technological problems. Uses technology to increase productivity.
02 years experience in IT related study or field.
Must possess basic knowledge and experience with:
Microsoft Office suite
Microsoft Windows Administration tools (AD Users and Computers, DHCP, DNS, Group Policy, Sites and Services, etc.)
Understanding of basic network concepts
Understanding of application, desktop, and server virtualization
Understanding of Desktop Deployment / Imaging
Bachelor’s Degree a plus
Desired Experience/ Certifications
CompTIA A+ Certification a plus
Windows Server 2012/2008/2016
Microsoft Office 365 Admin portal
Understanding of File Permissions (NTFS & Sharing)
Work Environment and Physical Demands
Work primarily in a climate-controlled environment with minimal safety/health hazard potential.
Occasional lifting (up to 50 pounds and occasionally lift and/or move up to 50 pounds) may be required
Reasonable accommodations can be made to enable individuals with disabilities/injuries to perform the essential functions of this role.
The noise level in the work environment is moderate.
Frequent local travel required
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