Tier III Helpdesk Support for Local Site
- Solves advanced desktop system and application issues. Includes visitation to employee’s desks and remote sites
- Coordinates voice communications services and provides tech support and training for internal customers. Serves as primary telecom point of contact and coordinates activities with corporate staff that is responsible for unified communications systems. Manages day-to-day telecommunications and voicemail needs and tasks for the site
- Work with end-users to identify hardware and software solutions. Evaluate requests, provide alternatives and recommend purchase options. Research and obtain quotes for computer hardware, peripherals, and software
- Participates in the evaluation and selection of technology vendors as an extension of the corporate IT infrastructure team
- Manage warranty policies and request quotes and extensions when appropriate
- Supports A/V systems, video conference and digital signage at the site
- Supports printer environment at the site working with vendor(s) to coordinate preventive maintenance schedules and supply inventories.
- Maintain and install network cabling and coordinate major installations with third party providers
System Administration for Local Site
- Provide the following basic day-to-day network tasks
- Troubleshoot and support issues with site routers and switches
- Troubleshoot and support issues with wireless network
- Troubleshoot and repair LAN and WAN issues
- Ethernet and Fiber uplinks
- VLAN port configuration and assignment
- DNS and DHCP communication issues
- Manage site IP address ranges
- Manage Main & Intermediate Distribution Frame (MDF & IDF) cabinets
- Document and manage CAT5e/CAT6 patch panels
- Document and manage Fiber patch panels
- Ensure cabinets are clean, secure, and fully documented
- Document and maintain Site Network diagrams
- Manage and support issues with Uninterruptable power supply (UPS) units for telecom rooms, PLC cabinets, and server rooms
- Manage visitor access to site WiFi by creating guest accounts
- Provide basic network project support, consultation, and guidance around office and process network expansion working closely with corporate IT staff.
- Provide basic site network security
- Manage user accounts for non-employee access
- Audit external user laptops to ensure systems meet the requirements for accessing the Bush network
- Provide the following basic day-to-day systems tasks
- Manage Microsoft Windows servers and workstations
- Monitor and evaluate performance of server systems and develop recommendations for improvements/upgrades
- Troubleshoot and resolve issues with Outlook on local PC’s
- Perform data restores for local endpoints upon request
- Assist in the administration of Process Control servers
- Manage and maintain patch and update services for local servers, clients, and applications
- Document and maintain site systems diagrams
- Maintain antivirus applications on local end points
- Provide basic system project support, consultation, and guidance around office and process network projects working closely with corporate IT staff.
Corporate IT Infrastructure Team Activities & Responsibilities
- Primary responsibility is providing IT support for the facility where this role is positioned. Due to the fact that this position is an extension of the corporate IT Infrastructure team it also expected that this position will interact with the corporate staff in the following manner.
- Participate in weekly Infrastructure team communication meetings.
- Participate in IT related strategy and design decision processes
- Manage/Support various infrastructure technologies for the organization. Examples could be Citrix, IoT initiatives, Unified Communications, A/V solutions, etc. Time commitments for each of these technologies should be considered when assigning these responsibilities so service levels at each respective facility are not compromised.
Internal Customers: Depending on the site the customer base can vary from 150 to 375 employees. External Customers: A wide range of technology vendors.
Bachelor’s Degree Computer Science preferred with demonstrated interest in advancing technical knowledge.
Years of Experience
3 to 5 years’ experience that includes desktop management and network/server administration. Manufacturing environment IT support experience is a plus but not required.
Minimum working CCNA level knowledge
Working knowledge of Windows operating systems Windows 7, 8, 10, Windows Server 2008, 2012, 2016 Office 365. Must have time management skills and be able to prioritize work efforts in a highly interactive manufacturing environment.
This job is exposed to manufacturing floor, professional office and retail space environments interacting with a customer base that has a wide variety of technical knowledge from plant floor equipment operators to highly skilled IT resources.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms.
The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.