San Antonio – IT Support

IT PLEDGE

• To enable the success of our users

• Acknowledgement of receipt of support request within 1 business day

• Next day follow-up after resolution of the support request

SUMMARY

IT Support at the San Antonio site is a very important and integral position that interacts with the IT Department, and outside service providers.

This position provides system and software installation, administration, and hardware deployment as well as advanced troubleshooting and problem resolution. IT Support must collaborate effectively with business units, employees and fellow IT staff members.

PRIMARY RESPONSIBILITIES

· Maintain IT infrastructure – Work with Sr. Network Administrator and Network Administrator to track IT issues, resolve issues and communicate with employees

· Making Decisions and Solving Problems – Analyzing information and evaluating results to choose the best solution and solve problems

· Communicating with Management, Supervisors and Peers – Providing information by telephone, in written form, e-mail, IM or in person

· Organizing, Planning, and Prioritizing Work – Developing specific goals and plans to prioritize, organize, and accomplish your work

· Document the processes that the person is involved in

· Deploy, maintain and upgrade PC’s, printers, fax machines, audio-visual systems, etc.

· Deploy, maintain and configure telecommunications services

· Maintain inventory of equipment deployed at our San Antonio office

· Maintain documentation of system configuration and processes

· Utilize the IT ticketing system (Jira Service Desk)

· Maintain and administer Anti-Virus/Anti-Spyware protection throughout company (Sophos)

· Installation of IM clients

· Administration of email users, mailing lists, etc. as needed (SmarterMail)

· Manage network user accounts and network access

· Manage network shares and user access to those shares

· Evaluate and test new solutions as needed, e.g. email, phone system, hardware and software

· Maintain an inventory of parts for emergency repairs

· As needed, trains users on software and equipment usage.

· Responds to the needs and questions of network users concerning their access to resources on the network and the operation of various software programs.

KNOWLEDGE, SKILLS AND ABILITIES

· Ability to maintain strict confidentiality

· Ability to perform basic testing and problem resolution analysis on various types of PC’s, servers, peripheral equipment and networks

· Ability to obtain, clarify and exchange information

· Ability to move up to 60 pounds using proper safety precautions and assemble and set up equipment

· Considerable knowledge of Windows and Mac workstation operating systems, wireless networks, TCP, DHCP, DNS and internet browsers

· Knowledge of Microsoft Operating Systems – Windows 7, Windows 10, MS Server 2003/2008/2012

· Knowledge of Microsoft Office applications – Word, Excel, Outlook, PowerPoint

List of knowledge and skills most applicable to our environment:

Ø Microsoft OS – Windows 7, Windows 10, Windows Server 2003/2008/2012

Ø Email – Smartermail server and Outlook client

Ø Microsoft Office Suite

Ø IM Clients – Pandion, Spark and Trillian IM clients

Ø Hosted IP PBX use and support as well as call center functionality and call recording systems

Ø ESET Secure Authorization MFA (multi-factor authentication)

Ø Software deployment using PDQ Deploy and PDQ Inventory

Ø Remote desktop and Dameware applications for remote access to servers and workstations

Ø Sophos Endpoint AV and Sophos Central Unified Console

Ø Jira ticketing system

Ø LogMeIn Rescue management and use

Ø CoreFTP and overall use and function of ftp

Ø Adobe Acrobat and PDF viewers in general

Ø Familiarity with deployment/trouble-shooting/upgrade of PC’s, printers, monitors, etc.

Ø Atrium door access control