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Health Desk III-FTL & PSL in Fort Lauderdale, FL at SNI Technology

Date Posted: 2/12/2021

Job Snapshot

Job Description


OVERVIEW/GENERAL PURPOSE OF POSITION
The Help Desk Specialist III is a technical position responsible for daily operation, administration, monitoring and maintenance support of local and remote technical applications, computing infrastructure, data network, voice network, and end-user desktop environments. You will also provide administration and support of both hardware and software, maintaining and managing applications deployed within the company. You will also perform cross-functional/departmental support for directory domain service and security administration, and facilitation of ITIL domains including: incident management, problem management, change management, asset management, configuration management, service level management, and data protection. Also, responsible for maintaining IT service level performance metrics, dashboards, and reports pertaining to system availability, trouble tickets, and service request activities.


ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Provide Help Desk (I/II) and Site support services for applications, workstations, terminals, data network operations, telecom, printing/output and Site Support desktop/peripheral services.
  • Support and coordinate with software development department and business departments, including supporting the network administrators to ensure network availability.
  • Enter all calls in the Help Desk tracking software, including detailed information.
  • Participate in monitoring and maintenance of system key process improvements.
  • Manage user, computer accounts/incoming calls/emails/requests and the Active Directory objects.
  • Troubleshoot and resolve network hardware and software problems.
  • Maintain and manage proper IT documentation/peripherals/equipment
  • Communicate with coworkers, management, staff, customers, and others in a quick/efficient, courteous and professional manner.
  • Assist the IT Support Services Manager to direct, train, and oversee other members of the team to provide efficient operations
  • Develop and implement a framework to address NOC monitoring/alerting, business impact assessment, Help Desk problem management, and IT service request workflow.
  • Develop and maintain the formal Help Desk/NOC, and Site Support Desktop knowledgebase, policies and procedures for consistency and increased productivity.
  • Analyze and provide metrics to assist in improving all IT support areas.
  • Analyze Help Desk/NOC, and Site Support trends and provide continuous improvement and flexibility of the support function to assure service exceeds end user expectations.
  • Improve the efficiency of the Help Desk/NOC, and Site Support Specialist by arranging and/or presenting training sessions.
  • Review tickets daily for accuracy, policy adherence, and feedback opportunities. Develop IT reports and metrics.


Skills:

  • Certifications (ITIL, CompTIA A+/Network+/Security+, Microsoft certs, etc.)
  • Knowledge of SCCM
  • Advanced knowledge of TCP/IP and basic switching, routing, and firewall concepts
  • Advanced knowledge of Microsoft Windows desktop and server operating systems (WinXP/7/8/10, Windows Server 2003/2008/2012/2016)
  • Advanced knowledge of MS Active Directory structures, tooling, objects, security, and administration
  • Advanced knowledge of MS Terminal Services, IIS, Exchange, and SQL database concepts, a plus
  • Advanced knowledge network management protocols (SNMP, RMON, ping, traceroute, NSLookup)
  • Advanced knowledge of anti-virus, anti-malware, and anti-SPAM solutions
  • Advanced knowledge of desktop imaging and backup technologies
  • Knowledge of thin terminal technology (Wyse, MS terminal services)
  • Knowledge job and task scheduling concepts
  • Advanced knowledge of MS Office application suite (Office 2007/2010/2016)
  • Knowledge of time management and tracking concepts
  • Knowledge of telecom concepts (VoIP/SIP), a plus
  • Knowledge of Unix/Linux operating systems, as well as PowerShell
  • Ability to analyze trends and implement an efficient reporting mechanism or process
  • Ability to prioritize assignments and handle multiple tasks/organize tasks/communication across different teams/users