IT Help Desk

JOB SUMMARY

Codes, test, debugs, documents and installs both new programs/technologies, and changes to existing programs/technologies of a complex nature with assistance of senior staff in order to provide quality IT services to user departments. Serve as the principal IT professional, technician, administrator, strategist for mid-size entrepreneurial organization with locations across the US.

ESSENTIAL FUNCTIONS/RESPONSIBILITIES

• Performs analysis and design in concert with end-users and senior staff.
• Designs/codes applications following specifications using the appropriate tools. Documents and prepares them for computer operation through debugging and testing.
• Troubleshoot, repair, maintain, install and perform testing activities on various computer equipment, peripherals, data communication, and computer network systems
• Develop plans for implementation of new projects, coordinating process with project leader. Provide well-defined plans including procedures, deadlines, and accountability.
• Develop and maintain software and hardware inventory and tracking systems; develop inventory list and order, stock and store electronic components.
• Configure and set up servers to work with various programs; install software including, but not limited to, Novell Netware, Microsoft NT, and UNIX. Ensure server backups and networked user backups are performed on a regular basis.
• Develop and maintain a Disaster Recovery Plan for network.
• Provide support to users relating to both hardware and software problems on their personal computers.
• Writes and revises program documentation, operations documentation and user guides in accordance with standards.
• Maintain computer network documentation; update computer maintenance manuals.
• Perform preventive maintenance for computer, data communication, and/or peripheral equipment; test and adjust to appropriate standards.
• Assists operations staff in the set up, testing and support of intricate hardware installations.
• Prepare long and short-range plans for application selection, systems development, and acquisition of the resources needed to support them. Assures responsiveness of long-range plans to corporate objectives.
• Prepare and submit vendor warranty claims, parts, and documentation associated with warranty repairs (with authorization form vendors).
• Confer with manufacturer's representatives and staff in determining equipment.
• Manage projects assigned to outside consultants.
• Position requires 10 to 20% travel

SECONDARY RESPONSIBILITIES

• Respond in timely fashion to end-user needs and concerns relating to computer business applications (MASS 500, KRONOS, ADP, etc.) and general systems issues (Office '95, E-mail, printing, etc.).
• The IS analyst will orient technical resources working onsite, providing these vendors with all the information needed to assist in supporting the end-users.
• First line support for all software including Office 95, Windows 95, Windows NT Server, Exchange Mail Client, Outlook.
• First line support for all hardware including Dell's, IBM's, Servers, Monitors, Printers
• Identifies diagnosis, and resolves technical problems, problem escalation and solution tracking.
• Day to day maintenance of network servers (backups, administration, hardware maintenance)
• Handles multiple project responsibilities simultaneously, to prioritize work and resolve technical emergencies as they may occur.

REQUIRED KNOWLEDGE SKILLS AND ABILITIES

• Bachelor's Degree in Computer Science/Information Systems or related area
• Minimum of 5 years technical work experience
• Excellent communications skills (written and oral)
• In-depth network experience required of the following:

• TCP/IP, mail gateways and firewalls

• Sybase SQL Server

• MS Exchange 5.0 Server

• Visual Basic

• Windows 95, Windows 2003 and/or Windows for Workgroups (Windows NT a plus)

• Microsoft Access

• Intermediate experience of computer program design and development methodology

• Intermediate experience of computer logic, block diagramming and flow-charting

• Web server design and creation experience preferred