As a member of the Information Technology, the Senior Help Desk Technician provides day-to-day administrative support to users of both hardware and software systems.
Responsibilities:
Manages the configuration and operation of client-based computer operating systems
Monitors the system daily and responds immediately to security or usability concerns
Creates and verifies backups of data
Responds to and resolves help desk requests
Upgrades systems and processes as required for enhanced functionality and security issue resolution
Provides administrative infrastructure, including firewalls, databases, malware protection software and other processes
Provides technical support for both hardware and software issues our users encounter
Reviews application logs
Installs and tests computer-related equipment
Understands and can operate onboard/offboard user accounts/equipment
The Senior Help Desk Technician (SA) is responsible for effective provisioning, installation/configuration, operation, and maintenance of systems hardware and software and related infrastructure
This individual participates in technical research and development to enable continuing innovation within the infrastructure
This individual ensures that system hardware, operating systems, software systems, and related procedures adhere to organizational values that enable staff, volunteers, and stakeholders
This individual will assist project teams with technical issues in the Initiation and Planning phases. These activities include the definition of needs, benefits, and technical strategy; research & development within the project life-cycle; technical analysis and design; and support of operations staff in executing, testing and rolling-out the solutions. Participation on projects is focused on smoothing the transition of projects from development staff to production staff by performing operations activities within the project life-cycle
This individual is also responsible as First Tier HelpDesk to support users across all offices, as well the onboarding/offboarding of users to our firm, which includes all software and hardware
The Senior Help Desk Technician (SA) will also perform other duties assigned by the IT Director
Understand the Engineering of SA-related solutions for various project and operational needs
Able to install new / rebuild existing servers and configure hardware, peripherals, services, settings, directories, storage, etc. in accordance with standards and project/operational requirements
Performs daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups
Performs regular security monitoring to identify any possible intrusions
Can provide Tier I/other support per request from various constituencies.
Preferred Software to Know:
Windows Server 2012/2016
VMware 6.5
SQL Server 2018
Office 365/SharePoint
Foxit PDF
MS Visio
AskCody Conference Room scheduling software
BigFix Software Update/Deployment & Computer Imaging solution
Samanage HelpDesk ticketing system
KnowBe4 CyberSecurity training solution
Solarwinds network monitoring solution
Attivo (honeypot) security solution
Aristotle Insight network monitoring/vulnerability scanner
OKTA SSO software
DUO 2FA
Cisco and Meraki switches
Meraki Wireless Access Points
Cisco VOIP phone system
Cisco ASA firewalls
Palo Alto firewalls
SD-WAN technology
ZoomRoom AudioVisual systems
LifeSize AudioVisual systems
AppleTV
General networking acumen
CrowdStrike NextGen AntiVirus
Webroot AntiVirus
LMS360 Learning Management platform for SharePoint
Requirements & Qualifications:
Bachelor’s (4-year) degree
Systems Administration/System Engineer certification in Microsoft, or equivalent. Network certification desired
1-3 years system administration experience, or equivalent
Knowledge of Windows 10, Windows Server 12 & 16, Cisco networking, Meraki wireless infrastructure, SD-WAN, Palo Alto OS
Is comfortable dealing with a variety of problems and sometime must decide which answer is best. The question/issues are typically clear and requires determination of which answer (from a few choices) is the best.
Knows and accepts that normally decisions made, have a noticeable effect department-wide and company-wide
Functions as a lead worker in NY office; responsibility for training, instruction, and setting the work pace
Understands there is no budget responsibility
Able to interpret and/or discuss information with others, which involves terminology or concepts not familiar to many people; regularly able to provide advice and recommend actions involving rather complex issues. May resolve problems within established practices
Able to provide clear guidance (most of which is technical)
Able to stack and rack server and appliances within the IT server racks
