Job Description
Job Description
Role:
This position is supervised by the IT Manager. Primary responsibilities include; daily management of systems and/or applications to support network/system health such as backups/patch management/log management and enterprise systems such as phones. This role is key to resolving escalated HelpIS ticket issues and will actively build/deploy the Citrix User Image. Basic Citrix and LAN Administrations understanding is a must for success in this role. functions. . Ability to rapidly adopt new knowledge and apply to current/future situations is a must. Adheres to all policies, procedures, and standard practices of CRCU
Essential Functions & Responsibilities:
E
65%
LAN/WAN Administration
• Demonstrates competent understanding of: Citrix desktop creation, basic network interconnectivity and troubleshooting, Windows active directory policy utilization and administration.
• Performs routine setup of workstations (including all peripheral devices), network accounts, mailbox’s and related tasks accurately and with minimum supervision.
• General administration of the Citrix and Windows environment to include: password resets of accounts, unlocking of sessions, etc.
• Creates and deploys Citrix Desktop User Images
• Maintains standard administration in organizational backups to include the setup/scheduling of new systems, restorations as requested/required and any daily reviews to insure continued operations.
• Performs successful maintenance of enterprise patch management and Antivirus systems including daily review to insure continued operations
• Performs research upon request to support organizational needs in technical areas, may include detailed documentation on specific vulnerabilities or new technical threats
• Properly assesses and remediates SPAM, Malware threats
• Produces /Assembles timely reports on routine one off bases
• Intermediate PowerShell script utilization
• Ensures proper documentation of all activities, to include: installations, modifications, configuration changes, etc. which may include comprehensive instructions of hardware/software operating processes and procedures.
• Assists in maintaining thorough hardware, software, and license inventory.
• Configures, tests and installs miscellaneous software as needed for organization.
E
25%
Helpdesk Responsibilities
• Second tier Helpdesk support
• Ensures efficient and effective resolution in a timely manner to tasks
• Recognizes patterns or associated activity and communicates to team
• Escalates issues to senior staff when additional resources are needed to assist in resolving issues
• Uses analytical and creative abilities to search for solutions
• Maintains effective communications within department to ensure resourceful resolution to open tasks
• Responds to request with effective communication in person, via phone or electronically
E
5%
Phone system administration (Currently Inter-tel)
• General understanding of the call center application
• Ability to modify, generate, create, mailbox’s & reports
• General administration of the total system to include: creation/modification of new extensions, voicemail, general understanding of how system interact across all locations
5%
Performs other duties as assigned.
Performance Measurements:
1.
Informs IT Manager and affected operational areas of any data processing service interruptions.
2.
Works the HelpIS activities.
3.
Performs scheduled tasks and routine system administration/management in a timely manner as set forth in the pre-determined schedule with minimum supervision and without error.
4.
Communicates effectively with team members.
5.
Maintains a professional work environment and team focus on a continual basis.
Knowledge and Skills:
Experience
5 years of help desk assistance or related experience required. 2 years of General administration of Citrix, active directory policies, with a detailed understanding of workstations required.
Education
AAS degree required in IT related field, BS degree desired.
Interpersonal Skills
Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.
Other Skills
Ability to: conceptualize LAN activities, troubleshoot & resolve issues efficiently and with minimum guidance. Self motivation and initiative.
Physical Requirements
While performing the duties of this job, the employee is regularly required to use hands or fingers, handle or feel; reach with hands and arms; talk and hear. The employee frequently is required to stand, walk, and sit. Specific vision abilities required of this job include close vision and ability to adjust focus.
Work Environment
Work is performed indoors with some potential for exposure to safety and health hazards related to electronics work. May require periodic travel. There is exposure to potential hazardous conditions such as robbery. Employees are to receive detailed instructions and procedures to follow in order to minimize risk.
In accordance with the American with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.
This Job Description is not a complete statement of all duties and responsibilities comprising this position. Job descriptions are not intended and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.
This Job Description is not a complete statement of all duties and responsibilities comprising the position.