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General Tasks And Responsibilities Will Include
- Develop an understanding and use of system management tools, utilizing Jamf, Apple Business Manager, Workspace One, Google Workspace, Nexthink, Device Automation, Enterprise Connect and additional technologies.
- Develop an understanding of the infrastructure systems that support the environment, Active Directory, Network infrastructure etc.
- Assist with the administering of systems used to support the end user devices
- Assist with the planning and testing the required configuration profiles to configure the devices as needed.
- Assist with troubleshooting hardware, software and associated peripherals throughout the enterprise.
- Assist with proactively identifying any ongoing device issues, observing reoccurring incident trends.
- Assist with the coordination of device operating system upgrades, ensuring notifications are sent out about scheduled downtime required to complete the upgrades
- Assist with the testing of system and application updates for device deployments leveraging service automation tools.
- Providing direct, over the phone or remote troubleshooting of end user devices and coordinate with local technical staff as appropriate to resolve issues in a timely fashion.
- Use diagnostic tools to troubleshoot problems associated with the infrastructure, workstation hardware or software and applications, leveraging tools capabilities and methodologies to resolve problems.
- Attend and collaborate in meeting with vendors and client as required
- Required to travel to the various facilities within the five boroughs to provide onsite support to resolve escalated issues.
- Where and when restoration activities are beyond the scope, escalate within the End User Innovations team to have the issue resolved
- Follow through to ensure that escalated items are resolved.
- Performs walkthroughs of the facilities to validate and physically verify the location of supported equipment
- Responsible for ensuring that documentation is completed for installation process and procedures and that it s disseminated to the required support staff.
- Performs general preventative and remedial maintenance tasks on servers, end user devices and any other authorized peripheral equipment.
- Performs work in compliance within specified warranty requirements and returns defective equipment/parts to maintenance inventory, document customer repairs, maintains and restocks assigned parts inventory
- Accurately and promptly record incidents and service request ticket work logs and service restoration activities in the incident management system with the date, time and restoration activities summaries
- Maintains, follows and consistently demonstrates a general knowledge of client guidelines, processes, practices and procedures
- Preparing and willing to do any other reasonable and lawful instruction and task on time and correctly
- Managing time efficiently, effectively, set priorities appropriately, schedule calls, able to maintain professional demeanor under stress and operates within the standard operating procedures
Minimum Qualifications
- Setting up new users and giving them access to the intranet
- Managing and maintaining the file servers
- Operating the firewall for the organization
- Monitoring the internet connection for security risks
- Employing the latest security protocols
- Monitoring the local area network (LAN) for threats or errors Educational Level:
- A Baccalaureate Degree from an accredited college or university with a major in Computer Science, Systems Engineering, applied Mathematics, Business Administration, Economics/Statistics, Telecommunications, Data Communications, or a related field of study; and
- Five (5) years of progressive, responsible experience in the field of data processing, computer systems, and applications.
- Operations Specialty requires supervisory experience (5 years).
- Network Services requires a telecommunications background and experience.
- Broad knowledge and expertise in the characteristics of computers, peripheral devices, communications systems and hardware capabilities, programming languages, E.D.P. applications, systems analysis methodology, data management and retrieval techniques; or
- A satisfactory equivalent combination of training, education, and experience.
Years Of Experience
- Five (5) years of progressive, responsible experience in the field of data processing, computer systems, and applications.
- Operations Specialty requires supervisory experience (5 years).
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