IT Support Senior

JOB DESCRIPTION: The IT interface with all employees assigned to a designated work location to support the employee and customer IT requirements and issues. Responsible for ensure smooth IT operations at the workforce assigned to designated work locations and/or remote access needs.   Key interface for user support on new accounts, issuing new desktop/laptop, phone and mobile devices and software needs. IT Support for diagnosing, troubleshooting, repairing and debugging Laptop/desktop, servers, networks, phones, printers, AV, VTC, and Software systems.    IT support for customer meeting and conferencing needs for daily meetings requiring IT networks, AV, and VTC needs.  Interfaces with the employees/customers to ensure new IT systems (HW, SW and networks) are coordinated through all corporate interfaces (Security, ITO Directorates). Conducts on-site installation and testing of IT equipment to ensure proper working order.   Responsibilities include oversight and integration support of existing hardware, software, network configurations and new system initiatives for all sites within area of responsibility. Installation of software maintenance releases or hardware upgrades including the oversight of the installation process and test procedures to diagnose and resolve product performance problems at installation.  Identifies areas requiring product improvement and approves/implements upgrades and hardware or software engineering change orders.  Provides feedback and customer support regarding product performance problems and suggested solutions which may require product exchanges or more complex problem solving.  Plans, prepares and conducts on-the-job training as required in support of the foregoing activities. Additionally, may interact with more seasoned IT personnel and potentially the customer when the customer's problem cannot be resolved directly.  Could support across multiple site locations, as well as remote and offsite employee issues. (It should be understood that this is not intended to be a detailed nor comprehensive description of any individual employee's job content. Managers set the specific duties and responsibilities for each employee).

SCOPE: N/A

PROBLEM COMPLEXITY: N/A

FREEDOM TO ACT: Minimal supervision. Work may be done without established procedures.

LEADERSHIP AND MANAGEMENT: N/A

KNOWLEDGE/SKILLS AND ABILITY: Extensive knowledge in specialized functions. A wide and comprehensive acquaintance with, and understanding of, both general and specific aspects of the job and their practical application to complex problems and situations ordinarily encountered.

Supervision Received: Minimal supervision. Work may be done without established procedures.

IMPACT: Errors are very difficult to detect and would normally require significant expenditures to resolve.

LIASON: Contacts are frequent with individuals representing other departments, and/or representing outside organizations. Contacts involve obtaining or providing information or data on matters of importance to the function of the department of which may be a sensitive nature.

TYPICAL EDUCATION AND EXPERIENCE: AA Degree in related discipline and six (6) years or more of related experience; Or, High School and eight (8) years of related experience with relevant certification