Desktop Technician/Operations Specialist
Fortegra Financial Corporation - Jacksonville, FL

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The Desktop Technician/Operations Specialist is responsible for the deployment and
support of IS technologies and infrastructure. Along with the daily support of trouble tickets, the Desktop Tech/ Operations Specialist will be responsible for the support of specific technologies within the areas of hardware, software, networking and iSeries. This individual will apply proven communication, analytical and problem-solving skills to help identify, communicate and resolve malfunctions and make the appropriate recommendations in order to maximize the benefit of IT systems investments.

Primary Job Functions
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Field incoming help requests from end users via both telephone and e-mail in a
courteous manner. Record, track, and document the help desk request
problem-solving process, including all successful and unsuccessful decisions
made, and actions taken, through to final resolution. Test fixes to ensure problem has been adequately resolved and perform post-resolution follow-ups to help requests.
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Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, software, networked peripheral devices, cabling, and networking hardware and software products. Assess the need for and implement performance upgrades to servers and workstations including the installation of CPUs, I/O and NIC cards, hard disks, RAM, CD-ROMs, etc. Ensure that physical desktop connections (i.e. RJ-45 Ethernet jacks, RJ-11 telephone modem jacks, connectors between PCs and servers, etc.) are in proper working order.
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Monitor nightly backups, prepare tapes for offsite storage, order tapes for restores.
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Prepare tests and applications for monitoring server and desktop performance, and then provide performance statistics and reports. Perform preventative maintenance, including checking and cleaning of Servers, workstations, and peripherals.
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Collaborate with LAN technicians/network administrators to ensure efficient operation of the company's desktop computing environment.
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Develop and maintain an inventory of all server, workstation, peripheral equipment, network equipment and security devices.
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Aid in development of business continuity and disaster recovery plans, and maintain current knowledge of plan executables. Respond to emergency network outages in accordance with business continuity and disaster recovery plans.
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Develop and document research, data retrieval, and data analysis methodologies for use by other personnel. Develop strategies for improving the effectiveness and efficiency of existing systems or for further leveraging these systems.
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Assess need for any security reconfigurations (minor or significant) and execute them if required. Keep current with emerging security alerts and software updates.

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Conduct research on emerging products, services, protocols, and standards in support of operational initiatives and security enhancement efforts.
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Operational Management
Coordinate and perform in-depth tests, including end-user reviews, for modified and new systems.
Analyze day-to-day functions and processes of software and database resources to ensure they are performing within predetermined guidelines, limits, and specifications.
Identify and resolve operating system issues in order to maintain services, enhance capabilities, and prevent system outages.
Administer and maintain end user accounts, permissions, and access rights.
Manage and ensure the security of databases and data transferred both internally and externally.
Design, implement, and report on security system and end user activity audits.
Prepare and deliver reports, recommendations, or alternatives that address existing and potential trouble areas in operating systems across the organization.
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Periodic on-call support for evenings and weekends.
Education and Skill Requirements
• Bachelor's degree or equivalent experience
• 5 years of desktop support experience
• Working technical knowledge of current protocols, operating systems, and standards, including Windows XP, Vista, 7, Server 2003, Server 2008 TCP/IP, FTP, HTTP and TELNET. Extensive application support experience with Microsoft Office. Hands-on experience with devices such as hubs, switches, and routers.
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Proven experience in the operation and analysis of iSeries hardware, software, and standards, as well as data transfer methodologies and applications. Extensive experience with core iSeries software applications.
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Experience with virtualization
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Backup/Disaster Recovery for Windows systems (Symantec Backup Exec)
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Exceptional written and oral communication skills. Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills. Experience working in a team-oriented, collaborative environment.
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Keen attention to detail. Proven analytical and problem-solving abilities. Ability to effectively prioritize and execute tasks in a high-pressure environment.
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Able to read and understand technical manuals, procedural documentation, and OEM guides.

Employment Type:
Full time position with Benefits.

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