Monitor Infrastructure ticket volume and ticket data to pick-up on potential system outages or severe system downtime on key IT infrastructure assets. Ensure that appropriate subject matter experts are being consulted during the troubleshooting process and issues are appropriately escalated to management.Ensure that customers receive timely updates on service issues through a variety of means.Coordinate the creation and delivery of appropriate messaging regarding system outages in a timely manner in collaboration with management.Track and coordinate the aging of open Infrastructure tickets in the system.Prioritize and evaluate Infrastructure tickets in the system and escalate as needed.Be the primary technical contact for all servers, storage devices, wireless infrastructure, data, and voice communication environments used and supported by the Racine County Information Technology Department.Analyze, recommend, and oversee the implementation of hardware, operating systems, and application software installations, and upgrades for the network and servers.Develop standard operating procedures regarding the use, access, and maintenance of the servers and network environments. Also maintain and update technical infrastructure documentation as needed.Administer the server and network environments to include planning, scheduling, and implementation of system maintenance and upgrades.Provide technical support to end users of the systems.Participate in file backups and restores.Coordinate and supervise activities of contract support vendors.Coordinate, enhance, and execute IT Disaster Recovery operations.Uphold the County policy guidelines for technology. Develop and recommend new and improved hardware and software guidelines to ensure compatibility and better service to end users.

Assist with all IT service desk tickets. Active directory user management and user account setup.Operate, monitor, coordinate, assist and train others in the operation of computer hardware, software, and peripherals to achieve desired result. Perform a variety of complex Information Technology support duties to ensure smooth delivery of technology services. Utilize computer equipment, software, and diagnostic tools to perform a broad range of user assistance. Monitor and maintain VOIP phone system. Provide information and training to employees and visitors on established policies and procedures. Must work independently with some supervision and update supervisor on status of projects and technical issues. Exercise judgment and creativity in selecting and applying procedures correctly and determine when to refer problems to the next level of support. Multiple location coordination and scheduling (software, hardware, and other special requests). Collaborates with internal teams to maintain technology and IT Department standards. Assist with installation, repair, and removal of network cable lines. Microsoft Office 365 user account management.Build and deploy computers.

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