Help Desk Technician 2

Primary Purpose and Essential Functions: Provide second level technical and system support to all company personnel. Act as liaison between customer and IT department, perform queries requested by customers, provide direction, complex trouble-shooting and standard solutions to enable continued use of internal IT systems. Assist in the installation, maintenance, compatibility, integration and support of all personal computer hardware, software and networks within the company to meet the technology needs of the organization.

1. Lead and maintain all operational aspects of all computers, peripheral devices and communications equipment used in the company data center.
2. Monitor the performance and utilization of all system hardware, software and networks; ensure the proper utilization, performance and highest availability of resources including but not limited to: CPU cycles, disk space, response time and network connections.
3. Control and monitor job processing on multiple iSeries systems and escalate issues to the appropriate department personnel as necessary.
4. Maintain and install new releases of operating systems, systems utilities, system applications and hardware upgrades to all user equipment.
5. Responsible for creating and maintaining user profiles and menu options as well as system security.
6. Answer data center incoming calls and facilitate resolution of Help Desk tickets by providing necessary communication to and through collaboration with appropriate department personnel.
7. Responsible for following system backup schedule and maintaining media tracking, rotating and off-site storage.
8. Perform task leadership, tracking and control activities; provide weekly status reports of activities and time leadership to supervisor. Inform Director of all problems or potential problem situations in a timely manner.
9. Utilize and maintain system audit software while ensuring the company appropriately follows and adheres to the license agreements for all software that is in use.
10. Refine and update technical and business skills through work assignments, advanced technical and business training, attending professional and business industry conferences and actively participating in professional organizations.
11. Maintain a positive work atmosphere by acting and communicating in a manner which facilitates the success of business operations in order to meet company demands and expectations; develop and maintain positive working relationships with all company departments.
12. Proactively work to assist others in achieving the organization's objectives.

1. Skills: Must be familiar with operational aspects of all CPUs, peripheral devices and communications equipment. Must possess solid technical skills. Must be able to research and resolve problems of a technical nature in situations where previous experience does not provide a solution. Must possess strong communication skills. Must be able to professionally interact with all employees.
2. Education: Associates degree in Information Systems or related field or equivalent combination of education and/or experience required.
3. Experience Required: Two (2) years data center experience required.

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