Scope of Role:
Configuring, maintaining, and upgrading all elements of the end-user technology. This includes, but it is not limited to, on-site computers, laptops, IP phones, security appliances, and storage devices. The Specialist also manages the day-to-day operations of the IT department’s Help Desk, ensuring incidents and requests are handled promptly and effectively.
Responsibilities:
- Virtualization and operations of servers
- Install, configure, maintain, and update end-user technology (e.g. Desktops, laptops, printers, peripherals).
- Provide technical support via phone, email, and in-person, troubleshooting hardware, software, and network issues.
- Manage user accounts and groups in various systems (e.g. AD, O365, Egnyte, Avaya).
- Facilitate onboarding, separations, and desk moves, ensuring all technology needs are met.
- Resolve Help Desk incidents promptly; document issues and resolutions.
- Learn and support the Center’s user applications (e.g. Aleph, Asana, Zoom, BrightSign, etc.).
- Proactively engage in troubleshooting.
- Desktop: Troubleshoot Windows/macOS, Microsoft 365, Office Suite, hardware setup, remote support tools, patch management.
- Network: Knowledge of TCP/IP, DNS, DHCP; VPN setup; experience with routers, switches, firewalls, and wireless networking.
- Execute networking tasks (E.g. Data cabling, VLAN configuration, and firewall rule setup).
- Configure and troubleshoot VPN for remote users.
- Maintain network security (access control, CCTV) and ensure IT policy compliance.
- Monitor network availability and ensure optimal uptime.
