What are the responsibilities and job description for the CK8 - Technical Support Specialist position at The Adam Corporation Group?
SUMMARY:
The Technical Support Specialist will maintain existing end user systems and recommend operational efficiency improvements across the organization. Ensure internal and external clients are presented with professional and client-focused support and service.
COVERED ENTITIES:
- All of The Adam Corporation/Group entities and affiliates (multi-location network)
PRIMARY RESPONSIBILITIES:
Oversight
- Maintain information systems and the communications network.
- Maintain Internet and computer operations.
- Make recommendations for system improvements or expenditures to Executive Management.
- Analyze the feasibility of leveraging technology and systems between affiliate companies.
- Maintain PCs, Printers, Copy/Fax/Scanners, UPS units, Active Directory, Internet, Intranet, mobile devices, and WiFi systems.
- Maintain overall system efficiency.
- Maintain a ticket system to serve the organization’s technical needs. Complete, track and report on all low, medium and high priority technical request submitted by internal users.
- Document changes to the IT environment (procedures, network diagrams, IP addresses, etc.)
- Facilitate the deployment of new hardware/software. Perform all adds, moves and changes related to the telephone and network systems.
- Assist with disaster recovery testing.
- Manage IT-related third-party vendor relationships and coordinate vendor services for ongoing support and maintenance needs.
- Work with the cabling vendor for all Ethernet, fiber or other similar needs.
- Maintain cleanliness in all data center rooms.
- Perform other tasks, as assigned, and assist with technology-related projects.
Systems Security
- Oversee Windows and third-party software update effectiveness.
- Assess data backup procedures and monitor its effectiveness.
- Establish and oversee the effectiveness of anti-virus, malware and spyware systems.
- Oversee the safeguarding of intellectual property.
- Administer the secure wireless messaging and mobile/VPN systems.
- Participate in all necessary audit engagements and remediation efforts that may arise from internal vulnerability assessments or penetration testing.
- Ensure all third-party software applications remain up-to-date and in compliance.
- Work with vendors and non-technical staff to maintain all electronic security devices (i.e. DVRs, cameras, access control, alarm panels, etc.).
- Administer and document compliance with the employee information security training program. Create and adjust procedure manuals, as needed.
POSITION REQUIREMENTS:
- Bachelor’s Degree in Computer Science/Information Technology field or equivalent work experience. Industry standard certifications preferred but not limited to: MCP, MOS, MCDST, MCSE, MCSA, MITP, A , Network , Internet Communications Certified, PC Technician Certified, Cisco Certified, etc.
- 2 years of business, technology, planning and project management experience, including experience in leadership and technical roles.
- Experience working in a heterogeneous corporate IT environment.
- Experience supporting a multi-location network including production datacenters
- Knowledge of major hardware components, operating systems, network infrastructure, including voice and data communications. Experience with the following is preferred: MPLS WAN backbone, fax servers, Dell/HP servers and workstations, TCP/IP, wireless technologies, SQL, Windows 7/8/10/2008/2012/2016, Hyper-V, NAS and SAN.
- Knowledge and experience with technology systems (i.e. Cisco routers and switches), LAN/WAN technologies, PoE, Voice over IP (VoIP) telephony systems (Mitel), firewalls (Cisco/WatchGuard), intrusion detection systems, intrusion prevention systems, Microsoft DFS replication, clustering, SAN replication and other backup methodologies, Exchange Server, Office suite, e-mail encryption, disk-based encryption, e-mail archive and filtering strategies, Active Directory, Virtualization with Hyper-V, Citrix, mobile messaging, APC battery backup systems and SharePoint preferred.
KEY QUALIFICATIONS:
- Excellent verbal and written communication skills and presentation skills.
- Ability to locate business process improvements that result in increased operational efficiency.
- Excellent interpersonal skills with a positive and patient demeanor to interact with associates of varying technology skill and experience.
- Must be a self-starter with the ability to translate strategy into tactics.
- Strong customer service, problem management/resolution, and organizational skills.
- Ability to create and manage change.
