Help Desk - Better Hire : Job Details

Essential Duties and Responsibilities:

• Deploy, maintain, and troubleshoot core business applications, including dispatch systems, routing systems, associated hardware, and databases
• Manage the set-up and configuration of systems
• Manage the setup and configuration of critical hardware (laptops, phones, scanners, security)
• Work closely with hardware/software vendors for application support and deployment
• Develop, analyze, prioritize, and execute on requirement specifications, data mapping, initial set-up for new customers/business within core business applications
• Support site launches to ensure infrastructure is in place prior to site launch

Operations and Support

• Perform daily system monitoring, verifying the integrity and availability of all resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups.
• Perform regular file archival and purge as necessary.
• Create, change and delete user accounts per request.
• Provide Tier III/other support per request from various constituencies. Investigate and troubleshoot issues.
• Repair and recover from hardware or software failures. Coordinate and communicate with impacted constituencies.
• Communicate with users to gather requirements for improving operational efficiency via system upgrades and enhancements
• Collaborate and build routing with operations for new and existing customers
• Review quarterly with operations that all routing is most cost and operationally efficient
• Support operations hardware needs for each site. Track deployed hardware and IT Assets
• Support BI team in report and tool development

Maintenance

• Apply OS patches and upgrades on a regular basis and upgrade administrative tools and utilities. Configure / add new services as necessary.
• Maintain scanners and other hardware ensuring sites have proper allocations and that the tools are operational.
• Perform periodic performance reporting to support capacity planning and routing

Education and/or Work Experience Requirements:

• 3 years systems administration, maintenance and support experience.
• Bachelor's Degree in computer science, statistics, mathematics, or a similar field. Prior work experience will be considered in place of education.
• Position must make accurate decisions at times with limited data available
• High level of attention to details
• Proven record of working with sensitive data
• Ability to interface with non-technical staff and provide technology solutions with minimal disturbance.