Posted: Monday, August 14, 2017 11:39 AM
Summary: Analyze and resolve problems with the aim of eliminating recurrences and reducing calls. Work hours are as scheduled and otherwise required to maintain responsibilities. Direct Report: This position reports to the Support Services Team Lead. Essential Functions: Log all contacts into our ticket system where assistance is requested from external parties. Analyze and resolve problems according to priorities and time frames laid out in the service level agreements, escalating when necessary. Fix causes, not just symptoms, doing what is necessary to prevent problems from recurring. Create/maintain intranet site containing information on standards, security policies, technology ordering, and technical hints and tips. Keep peers and manager informed of trends, significant problems, and unexpected delays. Keep clients informed of global issues or scheduled downtime. Also, keep them informed of progress on issues that cannot be resolved at point-of-call. Participate in the corporate procedures meetings providing other team members with data on the impact of any changes or additions to standard procedures. Take an active role in IT problem and change management meetings with the goal of ensuring that all new and updated systems going into production have as few problems as possible. Active participation and completion of courses through Netgain's Continuous Learning Program. Continually improve technical competencies and communication skills. Accept other duties as they are assigned from time to time. Suggest innovative and creative new ideas and ways of improving processes. Cooperate with other employees to create a trusting, honest, and productive work team. Experience Required: Operational understanding of the installation, administration, monitoring, and modification of Microsoft Windows Server operating systems. Operational understanding of various Microsoft technologies, including, but not limited to: Windows Server and client OS, Active Directory, Remote Desktop Services, DNS, and DHCP. Operational understanding of IP-based computer networking within LAN and WAN environments. Preferred Technical Proficiencies and/or Certifications: Operational understanding of Kaseya IT Management Software. Operational understanding of various Microsoft technologies, including, but not limited to: SQL, IIS, and Exchange. Operational understanding of Citrix technologies, including, but not limited to: XenApp, Secure Gateway, etc. Operational understanding of automation concepts and languages, including, but not limited to: VBScript, PowerShell, Batch, etc. Basic understanding of virtualization technologies, including, but not limited to: VMware, Microsoft Hyper-V, etc. Basic understanding of regulatory compliance, including, but not limited to: HIPAA, HI-TECH, and PCI-DSS. Relevant Microsoft and/or Citrix certification.
• Location: St. Cloud
• Post ID: 24528408 stcloud