Responsible for the stability and integrity of the enterprise computing server, network, and desktop infrastructure for assigned regional zones and to provide internal customer support for Dixieline/San Lorenzo employees in remote and regional headquarter locations. Ensures the efficient and effective use of issue management and problem management to identify, communicate and resolve systems issues in order to minimize customer impact and maximize the benefit of IT systems investments.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Provides customer service to internal customers, responding to their needs, issues, concerns and requests. Establishes and maintains regular written and in-person communication with all levels of end usersPrioritizes incoming calls and/or emails regarding hardware problems, checks help desk system for assigned entries; assigns, escalates or responds to help desk tickets as appropriateDevelop, test, install, configure and troubleshoot computer hardware and softwareDevelops and maintains an inventory of all end user hardware and related equipment including POS hardware and mobile/scan gun devicesInstalls, configures, tests, maintains, monitors, and troubleshoots end-user hardware and related equipment and software in order to deliver required desktop service levelsEnsures physical connections and network connectivity of all servers, workstations, telephony/fax equipment, Point of Sale (POS), scan guns/mobile devices and other network appliances are in proper working orderManage and coordinate administrative activities and operational support for large, complex systems and all of their componentsCoordinate enterprise infrastructure hardware and software installation and upgradesAdministers user access to Dixieline/San Lorenzo and Dixieline ERP systems/applicationsMonitor system operator message queue for AS400/iSeries and ensure system readiness for nightly backupsUnderstands and observes all safety procedures and practices in order to prevent injury to self or co-workers; attends periodic safety meetings as required; may recommend changes to improve safety proceduresOther duties as assignedPrimary support for Millworks software
SUPERVISORY RESPONSIBILITIES
This job has no supervisory responsibilities.
MINIMUM REQUIREMENTSTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
High School Degree and a minimum of 1 year of directly related experience or equivalent combination of education and experience
COMPETENCIES
Highly self-motivated and directed, with keen attention to detail and strong customer service orientationExcellent verbal and written communications skillsProven analytical and problem-solving abilitiesAbility to effectively prioritize tasks in a high-pressure environmentExperience working in a team-oriented, collaborative environmentKnowledge of help desk problem management systems and ability to document problem/solutions in help desk logStrong, hands-on technical knowledge of network and PC operating systemsFamiliarity with AS400/iSeries operations a plusFamiliarity with Millworks applications a plus
WORK ENVIRONMENT / PHYSICAL ACTIVITYThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work is in an office setting and generally sedentary with physical effort associated with using a computer, and will involve walking or standing for periods of timeWill be required to lift, carry, push, pull, or otherwise move objects up to 50 poundsDexterity of hands and fingers to operate a computer keyboard, mouse, and to handle other computer componentsRequired to be on-call and perform after-hours support on a monthly rotation; will also require occasional evening and weekend work to meet deadlinesTravel required, including overnight, on occasionRoll will be split between onsite support and remote support. Remote support can be provided from a home office environment