Complete network administration tasks, such as user account maintenance, application setup and troubleshooting.
Administer Proofpoint spam filtering service, including user maintenance, quarantine mail review and creating content filters.
Maintain LAN and Internet connectivity, including Cisco routers, T1, DSL/cable modems, print servers, VPN access, and Remote Desktop.
Maintain security of company data through backups, disaster planning, and malware prevention/detection/removal.
Provide timely and effective Level 2 customer service and support primarily via telephone and e-mail communication for server and network issues.
Track and escalate network support requests as needed to the appropriate staff. Work closely with other IT&S staff to resolve complicated issues in a timely and effective manner.
Support other team members in developing skills through cooperative work relationships including sharing problem diagnosis and resolution and cross training efforts.
Provide timely and effective communication to customers regarding problem status and issue resolution.
Develop a working knowledge and implement all IT&S policies and standard operating procedures of the department and provide input for improving existing department operations.
Accurately log all network contacts using existing ticket tracking software and document all actions taken to provide problem resolution.
Learn and apply knowledge of fundamental operations of commonly used software, hardware, and other equipment.
Provide weekly and monthly reports of activities as required.
Provide support to the Network Manager, Database Administrator, and Service Desk team in a timely fashion while exercising proactive communication.
Act as secondary resource and support the backup and recovery processes.
Keep current regarding network technology trends, hardware and software products, especially as would be beneficial for our client.
Work collaboratively with members of the IT Support Operations team to ensure superior responsiveness to customer needs and system performance.
Other duties as assigned by the Director of IT Operations.
NATURE OF WORK CONTACTS
On-going, daily interaction with IT&S Staff and contractors.
Regularly works with all staff.
Assists in planning, coordinating, and working with vendors and consultants for hardware/software purchases, product services, and support.
TRAINING AND QUALIFICATIONS
An Associate’s or Bachelor’s degree in Management Information Systems, Computer Science, Business or related field, with a minimum of 2 years professional experience with current Microsoft technology and help desk support; or any equivalent combination of training, education and experience which provides the following knowledge, abilities and skills.
Demonstrated technical knowledge of Microsoft Windows Operating Systems, Active Directory and Exchange.
Strong experience in help desk support and customer service activities with demonstrated customer relations skills.
Excellent analytical and problem solving skills required.
Experience with VMware, enterprise backup concepts, LAN and WAN technologies.
Working experience with Cisco switches, wireless LAN controller, two-factor authentication and MSSQL Server.
Excellent written and verbal communications skills, including the ability to effectively communicate technical information to non-technical users.
Must have the ability to work both independently and collaboratively with staff, customers and external vendors.
Must have the ability to work on multiple projects with multiple deliverables.