Job Description

The primary objective of this role is to deliver technological support services across a designated geographical area. By providing high-quality assistance and managing diverse responsibilities tailored to the unique needs of each office, this position aims to enhance overall productivity, satisfaction, and security for the facilities and staff involved. Additionally, this role will extend technology support enterprise-wide to ensure balanced assistance during periods of high demand.

The following describes the specific job duties related to this position:

• Serve as the main point of contact for technical support, providing phone, in-person, and virtual assistance to resolve software, hardware, and network issues within the assigned area. Ensure all support efforts are properly ticketed and manage assigned tickets to ensure service excellence.
• Help identify and assess risks in IT systems, working with teams to design and implement risk-reducing measures.
• Help maintain IT system security by promptly reporting issues, aiding in incident response, implementing preventive measures, and educating users on security best practices. Ensure compliance with information management and security practices.
• Assist in coordinating all IT projects within the designated area, overseeing project activities, and ensuring successful completion. Participate in planning IT improvement efforts and complete assigned milestones on time.
• Manage hardware and software inventory, assign and collect IT equipment, and configure systems to meet specific user, performance, and security standards.
• Provide support for Team meetings and conference room systems, including setup, troubleshooting, and maintenance of audio-visual equipment to ensure smooth operation of presentations and communication during meetings.
• Contribute to the development of IT policies and standards and participate in quality assurance activities to help ensure control effectiveness.
• Provide after-hours support, including On-Call problem resolution and support of project-related activities.
• Partner with other IT staff members to promote peer-to-peer teaming and knowledge-sharing.
• Perform other tasks related to technical support, system administration, and security administration as assigned.

Required Skills/Abilities

• Demonstrated exposure, knowledge, and skills related to various facets of system administration, networking, security, and IT best practices.
• Demonstrated analytical and problem-solving skills.
• Accomplished verbal and written communication skills.
• Excellent interpersonal skills with a proven ability to collaborate with matrix teams.
• Excellent organizational skills and attention to detail.
• Demonstrated project/task management and time management skills.
• Proficient with Microsoft Office Suite (Excel, Word, PowerPoint, Outlook, SharePoint, Teams).
• Able to quickly learn systems, methods, and software associated with this position.
• Demonstrated experience working positively with supervision and being disciplined in completing work on time, complete, and accurately without close supervision.
• Ability to maintain confidentiality, work under pressure, and help encourage and motivate peers.

Education and Experience

• A minimum of a High School Diploma (a college degree in a business/technical discipline is preferred)
• Minimum of 3 years working in multiple facets of IT Operations (support, network/system administration, security administration, IT project management, IT compliance)
• Minimum of 1 IT certification from this list – CompTIA (A+, Security+, Network+, Cloud+) CISSP, CISA, CRISC, CGEIT, CISM, CSX-P, CDPSE, CCNP, CCSP, CEH, GIAC, ITIL, MCSA, MTA, VCP, PMP. Additional certifications will be considered in place of educational requirements.