DST responsibilities include, but are not limited to, day to day management and maintenance of the InComm Desktop and Laptop Infrastructure, printers, phones and all other IT equipment for our users.
The Desktop Support Technician (DST) will provide technical seniority to the Desktop Support Team. The DesDST will be responsible for the deployment, stability, asset tracking, and troubleshooting of all equipment for which the Desktop Team is accountable. This responsibility encompasses the full range of Information Technology (IT) activities.
This professional will provide first and second tier support for the current and future User access and desktop infrastructure. Duties include the implementation and adherence to process, standards, and configuration management practices. Support and maintain first level support for Active Directory (AD) and Exchange, including the setup of new User Accounts and Outlook according to InComm standard operating procedures (SOP), External and Internal application authentication as well as the hardware infrastructure for this environment. Tasks will include senior level duties such as enterprise documentation, capacity planning and project management. Serve as a technical resource on all enterprise desktop related projects, as well as lead such initiatives if needed.
Troubleshoots hardware, software and operating systems
Has the ability to manage multiple tasks
Supports all systems in accordance with department guidelines
Fulfills on-call duties and responds to pages from the office within 15 minutes except where otherwise pre-arranged with Manager - Systems
Ensures that internal and external customer requests are processed and completed in compliance with established guidelines
Escalates all customer issues to the Manager - Systems where commitments cannot be met in advance of the expired time
Always observes contractual obligations, turn around time, call back time
Moves, Adds, Changes to Hardware and Software
Completes user changes, adds, deletes as required in accordance with established guidelines
Performs computer hardware adds/moves/changes as required in accordance with established guidelines
Meets deadlines as both described in project description documents and agreed upon by the internal or external client
Provides status updates of each project
Contributes ideas for efforts to improve morale, communications, processes, performance in the office
Reads, understands, applies and supports departmental policies and procedures
Exercises self-initiative to recognize and act upon departmental needs
Assumes and performs other duties and responsibilities not specifically outlines herein, but which are logically and properly inherent to this position.
Adherence to established disaster recovery policies and procedures – including, but not limited to backups, configuration / change management, and system documentation.
Safeguard and Maintain Network and the Devices that Comprise It
Handle, according to escalation plans, or escalate to management any: building issues, equipment, application concerns, malfunctions, or elements requiring immediate attention or impacting Incomm staff’s ability to service customer and/or meet performance standards
Escalates/documents to Manager - Systems when inappropriate usage of any system is habitual
Supports the monitoring of systems to improve performance
Supports in a positive manner, the efforts to implement and enforce procedures, processes, policies, standards, technologies to the general staff
Exercises good judgment, responsibility and follow through in performance of all duties
7+ Years of Systems Administration experience
Specific in depth knowledge of the Microsoft NT (Windows Server 2008) Server operating system – MCSE certification or equivalent preferred.
7+ years of RECENT MS Exchange 2010 experience required
2 years of RECENT LANDesk Architectural and Support experience required,
Experience with both Windows, MAC and Linux Administration
Document Enterprise configuration policies, best practices, and physical and logical layout
Perform maintenance tasks to minimize the risk of outage
Excellent problem solving skills
Knowledge of workgroup and/or enterprise server hardware platforms
Enthusiasm and consistency in performance
Scripting Experience (Enterprise Login Scripts) – VB skills preferred
Hardware Experience should include DELL, IBM, MAC
Good written and verbal communication skills
Must be willing to collaborate and share ideas with others
Good people skills, capable of working with others’ attitudes and opinions
Patience and ability to listen to the needs of users, evaluate same and act accordingly
Strong capacity assessment, planning and performance tuning experience
Demonstrated grasp of the networking and computer connectivity
Willing to train users in the use of software or operation of the hardware
Strong technical ability as it relates to the maintenance of hardware, software and connectivity
Utilizes company provided training and individual effort to continue growth of industry specific knowledge
CERTIFICATES, LICENSES, REGISTRATIONS
Bachelors Degree in Computer Science preferred, but not required
Majority of time is spent in moving about the building. Ability to move throughout the office and server room either by walking or through assisted means. Must be able to physically move desktop and associated equipment as needed.
The noise level in the work environment is usually quiet.
InComm - 19 months ago
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