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Job Description

Job Description –

Provide local client IT support when the Help Desk cannot fill a request or resolve an issue remotely. Install hardware and perform hardware refreshes and manage break-fix of hardware. Perform basic system administration by monitoring and backing up networks/servers and assisting on projects as needed.

ESSENTIAL DUTIES & RESPONSIBILITIES

GENERAL DESKSIDE SUPPORT
• Respond to, evaluate, and prioritize all tickets assigned to the site’s deskside support group and resolve issues efficiently and effectively
• Research and utilize necessary resources to troubleshoot new and complex problems
• Record and track interaction with end-users and related activities in the service desk tool
• Create Knowledge Base articles as repetitive issues arise
Provide site IT support encompassing:
• PC configuration and troubleshooting – OS, hardware, and software;
• PC maintenance/preventative maintenance;
• Printer installation, networking, configuration and troubleshooting;
• New user setup on Active Directory network;
• Support for client applications;
• Troubleshooting phone issues that Help Desk cannot resolve and escalates to local support
• Support for peripherals such as monitors, scanners, external hard disks, USB devices, keyboards, mice, etc.
• Maintain department loaner equipment and administer checkout process
• Review and record daily event logs
• Call software and hardware vendors to request service regarding defective products
• Support equipment used in conference rooms and auditorium
SYSTEM ADMINISTRATION
Responsibilities may include some or all of the following:
• Server administration and troubleshooting; monitor and back-up or directly administrate selected servers or other network infrastructure as required
• VMWare administration and troubleshooting
• NetApp administration and troubleshooting
• Upgrade and update PC and Server software packages
• Install hardware and perform hardware refreshes for all sites being supported
• Review and record daily backup logs
• Maintain organization of the server room
• Network administration and troubleshooting; solve advanced network problems at the end-user level; LAN maintenance and networking – wiring, backup
• Network cabling activities, where applicable
• Manage permissions groups, OUs, and group policies in Active Directory
• Support compliance initiatives and audits
• Phone and voicemail system maintenance
• Provide IT support for all systems/applications that may be local to the site(s) being supported
• Perform project work as directed
• Perform other operational duties as directed
Job Requirements:
To 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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION AND/OR EXPERIENCE
• 7-10 years of experience in Windows-based desktop support environments.
• 2-3 years of experience supporting basic server and network activities.
• Appropriate tertiary qualifications, technical trade school graduate or currently undertaking studies to obtain these qualifications.
LANGUAGE SKILLS
• Ability to read and interpret documents such as policies and procedures, reports, operating instructions and manuals.
• Ability to effectively communicate both verbal and written.
MATHEMATICAL SKILLS
• Ability to perform basic addition, subtraction, multiplication, and division.
REASONING ABILITY
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Strong analytical and problem solving skills applied to issues containing complex variables in differing situations.
• Ability to troubleshoot and support unfamiliar systems and applications using existing knowledge or the ability to seek out necessary resources.
COMPUTER SKILLS
• Windows XP, Windows 7
• Active Directory
• Office 2003, 2007, 2010 (including Outlook)
• Virtualization tools such as VMWare or Norton Ghost
• Good knowledge of current hardware technologies
• Ability to learn and adapt to new technologies
OTHER QUALIFICATIONS
• Ability to travel to other sites as needed
• U.S. Person for access to ITAR-controlled technical data.
ITAR regulations dictate that information and material pertaining to defense and military related technologies may only be shared with US Persons unless authorization from the Department of State is received or a special exemption is used.
A “U.S. person” can be:
1. A U.S. citizen;
2. A permanent resident who does not work for a foreign company, a foreign government, or a foreign governmental agency/organization;
3. A political asylee;
4. A part of the U.S. government, or
5. A corporation, business, organization, or group that is incorporated in the United States under U.S. law.
A foreign person is any person who is not a lawful permanent resident of the U.S. and includes foreign governments and organizations.
WORKING ENVIRONMENT/CONDITIONS
• No hazardous or significantly unpleasant conditions.
• Work is normally performed in a typical interior/office work environment.
• Consistently displays exemplary ethics and business conduct and performs work cognizant of safe work practices.
PHYSICAL AND MENTAL ACTIVITIES AND REQUIREMENTS
• Job entails a lot of walking around to attend end-user computers
• Job entails picking up heavy objects and being able to walk around and push a heavy cart.
For U.S. employment opportunities, Teledyne Shared Services hires U.S. citizens, permanent residents, asylees, refugees, and temporary residents. Temporary residence does not include those with non-immigrant work authorization (F, J, H or L visas), such as students in practical training status. Exceptions to these requirements will be determined based on shortage of qualified candidates with a particular skill. Teledyne Shared Services will require proof of work authorization. Any offer of employment is conditioned upon the successful completion of a background investigation and drug screen. The work described in this position is ITAR controlled and requires a U.S. Person.

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