IS Support Specialist, Tier 2

Job Description

Job Description

Position Summary

Responsible for analyzing and troubleshooting all Information Services related activities of the organization and for ensuring system continuity and up-time. Perform higher levels of troubleshooting while engaging users directly. Analyzes system performance and functionalities while recommending enhancements based on helpdesk data and end-user input. Coordinates information services projects. Constructs and maintains knowledge base of system design and operating procedures. Remains accessible and on call for any software, hardware, computer network, telecommunication, security, or other needs that may arise.

Essential Duties and Responsibilities

Troubleshoot – Responsible for troubleshooting all Information Services relation issues.

• Assists users with helpdesk needs through performing advanced levels of troubleshooting and problem resolution. Interacts with other departments as needed to resolve issues.
• Analyze, triage, and maintains ownership of issues while engaging Tier 3 / external support.
• Develops best practices based on industry standards and trains Tier 1 staff.
• Manages and coordinates Information Services projects.
• Works with supervisor to enhance user productivity through implementation of new technology where applicable.
• Tracks and Manages Information Services contracts and arrangements while evaluating alternative options for cost savings and increased quality.
• Maintains system integrity, security and performance and informs supervisor of any problems with system hardware and software, and recommends cost-effective solutions.
• Maintains data and voice security.
• Stays abreast of the latest developments in the information services industry and remains highly technically competent in all levels of information services.
• Ensures users/customers are provided professional, courteous, and timely support and service.
• Establishes and maintains effective professional working relationships with all staff at every level of the organization.
• Establishes and maintains relationships with contractors and equipment suppliers.
• Perform other duties as assigned or become necessary by supervisor.

Education and Experience

• Bachelor’s or Associates Degree
• Five years of experience as a Systems Administrator, or minimum of seven years as Systems Administrator or in a similar role.
• Strong knowledge of computer and server hardware troubleshooting, data networking, and telecommunications.
• In-depth experience with the Microsoft Office suite (Work, Excel, Outlook, Powerpoint, Access, and Infopath).

PREFERRED QUALIFICATIONS

• Experience in basic computer scripting / programming with entry level languages such as Visual Basic, Python, Ruby, and Java.
• Experience with installing, configuring and managing helpdesk, logging, monitoring systems, and system update software.
• Solid experience with VMWare, Cisco Routing and Cisco and HP Switching, SAN storage, Citrix Xen App and Xen Desktop.
• Solid experience with Cisco Telephony (Call Manager, Unity and Contact Center) and Cisco Wireless.
• Experience with Firewalls, IDS / IPS, enterprise virus protection.
• Experience with SharePoint, SQL databases and MS IIS.
• Experience creating technology solutions to support business processes.

PHYSICAL DEMANDS

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee must be able to sit for long periods of time, stand, walk, and occasionally lift and/or move up to 25 pounds and occasionally roll or move up to 50 pounds. The employee will work on a computer and simultaneously use the telephone and must have good hand/finger dexterity. Specific vision abilities required by this job include close vision and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.