Provide support to end-users on a variety of issues. Identifies, researches and resolves technical problems. Responds to telephone calls, emails and personal requests for technical support. Documents tracks and monitors the problem to ensure a timey resolution. Responsible for installing and supporting desktop/laptop hardware software, computer peripherals, printers and mobile devices. Work under the direction of the IT Director and act as back up for other IT roles as follows: Primary Responsibilities:
1. Update, maintain, and patch all desktop and client/server applications, and network operating systems.
2. Implement company standards with respect to the desktop configuration and its applications.
3. Manage PC consumables such as: printer ink cartridges, mouses, etc. Provide help desk support for over 250 nodes and approximately 70 end users. Some of these individuals are remote or located off-site.
4. Manage Helpdesk ticketing system. Triage, classify and resolve, escalate tickets within scope.
5. Administer Knowbe4 training for all end-users.
6. Provide end-user training, including developing training modules, scheduling and conducting training sessions
7. Monitor Malwarebytes EDR Endpoint for virus of suspicious activity
8. Manage web filtering
9. Maintain MS OneNote Network for system documentation
10. Administrate and support Mitel phone system
11. Provide proactive communication and notification to users of pending or upcoming problem, outages or other service issues
12. Monitor server events and backup jobs reporting issues and possible resolutions to IT Director Assist (These duties are done under the direction of the IT Director)
1. Assist and maintain system active directory and network infrastructure.
2. Under direction of IT Director, modify and reconfigure system server which include but are not limited to: Exchange server, SQL server, Windows Servers, Progress DB server, VMware Server, etc, as needed
3. Develop and implement company standards with respect to the desktop configuration and its applications. Shared Responsibility (These duties are shared with the Digital Programmer)
1. Perform quality control checks for bar-code jobs. Utilize proper hardware and maintain file records.
2. Provide help desk support for over 250 nodes and approximately 70 end users. Some of these individuals are located off-site.
3. Provide technical assistance to sales group for their customers to resolve IT issues. Back-up Responsibility (These duties are performed when backup to Digital Programmer is needed)
1. Troubleshoot computer-related issues for Sci-tex presses.
2. Utilizing Label Matrix software or other tools create custom labels to meet company needs.
Skills / Knowledge / Requirements
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