What are the responsibilities and job description for the Information Systems Support Representative position at DB Roberts?
JOB SUMMARY
This role requires working under the direction of the corporate Helpdesk Manager to collaborate on projects, problem solve, and manage end user support for Interstate Connecting Components, a division of Heilind Mil-Aero.
As a division of Heilind Mil-Aero, ICC is a Sales Distributor and Manufacturer located in Lumberton, a small satellite office in Cypress, CA, and a handful of remote Sales Reps. The role requires a good multitasking team player who is security focused and has an eye for detail. Also requires the ability to work independently at times.
ESSENTIAL DUTIES AND RESPONSIBILITIES: Other duties as assigned.
- Main point of contact for end user support of approx. 150 office personnel, 50 warehouse personnel, and 20 remote users. Some phone support is required for remote office staff. TeamViewer is used to service remote endpoints.
- Maintenance and troubleshooting of Server 2008-2021, Win10, Win11, MacOS, on-prem Active Directory, AD DNS, Azure AD, Exchange, and other ancillary systems.
- Troubleshoot, install, and maintain company software: O365/M365 GCC High, Telnet, CRM, P21, Filemaker, Dropbox, DUO (2FA), Docman/Docstar, Filemaker, maintain SharePoint sites with access control per compliance, and other required applications.
- Troubleshoot, maintain, and deploy: DELL AIO Desktops, DELL Latitude laptops, onsite servers, and associated peripherals, i.e. HP Laserjet printers, ZEBRA thermal printers, badge printers, ink marking, RFID, plotters, print server, Socket scanners, Cisco switches, Cisco Phones, Cirris cable testing machines.
- Set up and configuration of mobile devices to include both Android and Apple. Troubleshoot OS, cellular and Wi-Fi connectivity, and Bluetooth devices. Apple iPads used in production. Mobile software Filemaker, Dropbox, etc.
Desktop/laptop imaging, leveraging Intune, configuration, and deployment. Hardware break/fix, warranty replacement. - Onboarding and Termination of users. Proper backup, transfer, and storage of terminated user data using cloud-based Exchange and OneDrive.
- Perform accurate and detailed logging and tracking of all major incidents in the ServiceNow helpdesk ticketing system.
- Maintain asset inventory, warranty, and contract maintenance logs for all local equipment.
- Main point of contact for 3rd party vendor managed equipment.
- Provide accurate, timely, and professional resolution on all reported issues via our helpdesk SLA. Escalate unresolved issues to the appropriate Corporate IT team member for review.
- Manage and maintain logs of decommissioned or defective equipment.
- Perform electronic waste disposal per company policy, and State and Local laws.
- Work with corporate MIS team to test and implement new hardware, software, and policies. Make suggestions and offer ideas on changes and implementations to further advance the environment.
- Perform other job duties as assigned with a high degree of flexibility and professionalism.
EDUCATION/EXPERIENCE:
- Bachelor's degree in related field, equivalent work experience in the IT field, and/or industry certification(s) preferred.
- Minimum of 3 years' experience required in phone based technical support in a professional IT team environment, including troubleshooting and repair experience in a Global networking and systems environment.
SKILLS AND REQUIREMENTS:
- Must be a US Citizen due to Naval Contractual Agreements. Work Schedule 8am
- -5pm M-F, and on call for emergencies.
- Must be able to report to Lumberton, NJ office during scheduled days Monday through Friday.
- Exceptional ability to provide technical support and resolve queries.
- Working knowledge with Microsoft Office products, Exchange, SharePoint\OneDrive, Windows Server, Active Directory, and Cisco wireless.
- Willingness to solve problems and see projects through to completion.
- Team-oriented attitude to help other colleagues and departments with technical problems.
- Strong interpersonal communication and relationship-building skills
- Strong verbal and written skills.
- Highly organized.
- Able to manage, track & prioritize multiple projects/tasks.
- Ability to quickly learn new systems & software.
- Ability to manage time and effectively prioritize numerous projects at one time.
- Ability to manage, track & prioritize multiple projects/tasks.
- Team player with the ability to work independently.
- Must be able to provide at least two professional references that will attest to the staff's interpersonal skills, work ethic, ability to work on a team, leadership skills, integrity, ability to multitask, ability to accept and learn from feedback.
- Ability to successfully clear a background check.
PHYSICAL REQUIREMENTS:
While performing the duties of this job the employee is often required to stand, sit, use computers, read, write, type, use copy machines, file paperwork, use telephones, and utilize written and oral communication to interact with clients, co-workers, and customers. Reasonable accommodation may be provided to enable individuals to perform the essential functions of this job.
Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Substantial movements (motions) of the wrists, hands, and/or fingers (paperwork, typing, using mouse/keyboard). The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.
WORKING CONDITIONS:
Position is not substantially exposed to adverse environmental conditions (such as in typical office or administrative work).
Req Benefits: Our company offers a comprehensive benefits package to all full time, regular employees located in the United States which include: Comprehensive medical, dental and vision; Vacation, sick time and holidays; Accident, life, disability and critical illness
