System Support II

Job Description

Job Description

Benefits

• 11 Paid Holidays
• 401(k)
• 401(k) matching
• AD&D insurance
• Dental insurance
• Disability insurance
• Employee assistance program
• Flexible schedule
• Health insurance
• Life insurance
• Paid sick time
• Paid time off
• Paid training
• Referral program
• Vision insurance

Job type

• Full-time.

Location

• This is an in-office opportunity located at 401 White Horse Rd, Voorhees, NJ 08043

Number of openings for this position

• 1

Pay

• $62,353.20 annually.

Schedule

• Monday to Friday.

Job Summary

The System Support II is an end user support position whose activities include: handling user support inquiries across various mediums (phone/chat/email) as well as providing on-site support services; logging and resolving tickets for incidents/requests and problems; performs project deployments and other day-to-day business activities associated with end user equipment (desktops, laptops, tablets, phones); accurately maintain inventory controls; assists the System Administration team in the design, delivery, administration, and improvement of in-house software and applications training programs; provides feedback on corporate standards to ensure they are deployed in an effective manner; participates in end user testing scenarios; escalates issues to appropriate personnel for next level support. Provides feedback and configuration assistance of the ticketing system to designated IT Management.

Responsibilities

• Escalation point for Jr System Support 1 and assisting end users with their various technology needs, including the troubleshooting and remediation of hardware, application installation, upgrades and support; provide basic "how-to" knowledge transfer to users; interface with various IT departments for escalations.
• Perform activities involved in the setting-up, relocation and termination of staff and office spaces; manage the setup of conference and training rooms; deploy equipment to new hires/transfers/promotions and plan for new equipment if required; ensure workspaces are properly configured.
• Provides project deployment services in support of Coast’s growth and ongoing system maintenance. This includes equipment configuration and dispersal, application and patch deployment, large scale hardware deployments and end user support.
• Appropriately document issues and resolutions in IT ticketing system; promote team spirit through knowledge sharing and collaboration; update knowledgebase, processes and procedures; promote system integrity and compliance through utilization of appropriate management tools to validate systems have the correct patches, anti-virus, encryption, licensed applications, etc.; Applies current inventory controls to ensure necessary equipment is on hand to meet business needs, expedite project rollouts and maintain asset deployment accounting.
• Provide end user deployment services in support of project roll-outs; participate in the development of standards and processes under the direction of Release Management.
• Functions as team training lead – maintains the active Knowledge Base – HOWTO – User Documentation.
• Provides Ticket coordination and works with Team manager on ticket assignment, review, and work distribution (when directed).
• Coordinates and maintains equipment warranties and as required handles hardware repairs with vendors.
• Security – an essential part of the position. This includes (but is not limited to) promoting – safeguarding – implementing – establishing Coast physical and IT security. Examples of these duties include - maintaining the security of our end-point technologies – reviewing and reporting on system logs.
• Participates in Afterhours On-Call rotation to assist users outside of normal business hours
• Performs other tasks as assigned by management.

Qualifications/Experience

Experience

• 1+ years of experience as Coast System Support
• 1+ years of experience utilizing ticket systems, providing desktop support and/or technical support for users either locally or remote based; experience authoring and updating both end user and technician facing documentation.
• Technical mastery in the areas of Hardware/Software, Network/Remote Access technology, Account administration.
• Business Analysis Knowledge: Skilled to work in a fast-paced environment. Must have strong analytical and problem-solving skills.
• Customer Service: Skilled to communicate with all levels of management, internal and external customers.
• Ability to work well as a member of a team or independently.
• Effective Business Communication: Skilled in communicating with technical and business constituencies in writing effective business specifications and requirements.

Education

• AA/AS – Associate’s Degree preferred. In lieu of degree should have additional 2 years of IT experience.
• Microsoft Technology Associate; Microsoft Certified Solutions Associate; Microsoft Office Specialist (MOS); CompTIA A+ / Network +; ITIL foundations preferred.

Clearance

As a federal contractor, this position requires U.S. citizenship and security clearance granting access to classified information. The background investigation is conducted by the Office of Personnel Management (OPM) and is an evaluation of the whole person to determine suitability. The suitability review begins after a conditional offer of employment has been accepted and will include a review of your employment, education, residences, references, criminal history and credit, as an example. Some of the most important factors in an investigation are the individual’s honesty, candor, and thoroughness in the completion of their security forms. In rare instances, non-U.S. citizens with highly specialized skills and experience may also be considered for the security clearance process.

Security

Information and Physical Security is the responsibility of every employee. In your position you are required to safeguard the computer systems by following proper username and password management which includes selecting challenging passwords and committing them to memory, they should not be written down or stored where others can freely have access. This also includes securing your desk and workstation when you are not there. This includes locking your session and putting sensitive paperwork away when not physically at your desk. You are not to share your username or password with anyone. The physical security of our offices of are equal importance, never shadow or let someone shadow your entry into a Coast Professional, Inc. facility. If this occurs quickly report this action immediately. You are required to follow all Information Technology policies and procedures regarding the management of your system accounts and equipment. If you witness any security violation you should immediately report it to management.

Working Conditions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this position, the physical presence in the workplace is essential. The employee is regularly required to talk or hear. The noise level in the work environment is usually moderate. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus. The employee frequently is required to use hands or finger, handle, or feel objects, tools or controls. The employee is occasionally required to stand; walk; sit; reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds.

Medical Benefits

Currently offered through Louisiana Blue.

For a position at this level, Coast currently covers 100% of the premiums for group health insurance coverage (Silver Plan) for the employee and an additional 25% of the premium for their eligible dependents. * Coverage begins on the first day of the month following 60 days of employment. Eligibility and participation are subject to the terms outlined in the applicable Summary Plan Description.

Dental and Vision

Currently offered through Mutual of Omaha.

For a position at this level, Coast currently covers 100% of the premiums for group dental and vision coverage for the employee and an additional 25% of the premium for their dependents. Optional buy-up plans are available for dental coverage at additional cost. * Coverage begins on the first day of the month following 60 days of employment.

Paid Time Off

Paid Holidays: 11 Federal holidays

Sick Leave: At the start of employment, employees will begin accruing one hour of paid sick leave for every 30 hours worked, with a maximum accrual. Employees may not use more than 40 hours of sick leave in any benefit year.

Paid Vacation: Beginning on the one-year anniversary of employment, 20 days of vacation will be awarded. Thereafter, additional vacation will be awarded on each anniversary with vacation accruals increasing on five-year incremental anniversaries.

Retirement

Currently offered through TransAmerica.

Employees become eligible to participate in Coast’s 401k plan the first day of the quarter following successful completion of a 60-day waiting period beginning with their start date. Eligibility and participation of the 401k plan are governed by the terms and conditions set forth in the Summary Plan Description.

Currently, and only by way of summary, Coast will match up to 3% of contributions made after one year of employment.

Term Life Insurance

For a position at this level, Coast provides company-paid term life insurance with a $50,000 death benefit upon successful completion of a 90-day introductory period. 

• Health Savings Account (HSA): Available when enrolled in Bronze medical plan
• Accident insurance offered through Reliance
• Employee life insurance (additional coverage available at employee cost) offered through Principal
• Spouse and child life insurance options offered through Principal
• Short- and long-term disability offered through Principal
• Employee assistance program (EAP)
• Employee referral bonuses
  * Note: Plans, coverage options, and company contributions are subject to change during annual open enrollment.

This job description reflects management’s assignment of essential job functions but is not intended to be a comprehensive list of all activities, duties and responsibilities required by the job incumbent. Nothing in the herein restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.

Coast Professional, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information or any other categories protected by applicable law.