JOB SUMMARY Under minimal supervision, provides incident management and system monitoring assistance. Responsible for support, problem determination and solutions of critical technology incidents. Provides monitoring for system applications and issues and responds to and escalates technical issues as required. Responsible for providing high level and timely IT support to all levels.
MAJOR DUTIES AND RESPONSIBILTIES Actively and consistently supports all efforts to simplify and enhance the customer experience
Manages high/critical incidents and ensures tickets are fully documented and resolved properly
Escalates issues as needed to Sr Systems Support Specialist
Monitors system/applications using tools such as Webtop and CPM
Responds to requests for technical assistance electronically, by phone and in person
Diagnoses and resolves technical issues related to hardware, software and networks
Logs interactions via ticketing system. Conducts follow-up when needed to ensure closure of ticket
Documents processes, resolutions and sends e-mail communications to user base
Stays current with system information, changes and updates
Assists with Assoc Systems Support Specialist duties as needed
Educates IT and the business about security policies and consults on security issues regarding user built/managed system
May perform other duties as assigned
REQUIRED QUALIFICATIONS Skills/Abilities and Knowledge Ability to read, write, speak and understand English Ability to support remote sites and VPN connected users Ability to enforce company computer related policies Ability to effectively communicate verbally and in writing with all levels of customers Able to work in a 24X7 environment
Education Associate's degree (A. A.) in Information Systems, or related fields, or equivalent work experience
Related Work Experience 3 years previous help desk and desktop support experience Experience with Netcool and Solarwinds systems Experience with Microsoft desktop technologies (XP, Win 7, Office 7, Office 2010) Experience with basic Windows server administration (Active Directory, Exchange, etc.)
WORKING CONDITIONS Office environment
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