The IT Manager’s role is to administer in-house enterprise computer systems and support network infrastructure to ensure high levels of availability and security of the supported business applications. I also participate in the planning and implementation of policies and procedures to ensure system provisioning and maintenance that is consistent with company goals, industry best practices, and regulatory requirements. I provide technical and practical assistance to resolve/support field staff, Sales Customer Care, Billing Customer Care, and adhoc requests. I assist in preparing and maintaining procedure manuals and documentation for internal use; maintaining a reference library to include reference manuals and user guides. Resolves technical issues; coordinate activities with other IT groups, the Service Desk, other departments, and external clients. Provides input into computing standards for the company. Perform evaluations of new technologies and hardware, that may provide benefits to the company. I am team player and demonstrate leadership and mentoring skills while serving as an example to junior technicians while performing all of my duties.I deal with incident management and control by implementing standardized methods and procedures to meet SLA requirements, implement incident escalation models based on functional and hierarchical needs, and implement standardized (industry/corporate) methods and procedures to ensure timely and efficient response/analysis/documentation/management and reporting of service requests.

The Senior IT Service Operations Specialist role is to serve as the single point of contact for users when IT services are disrupted, when new services are requested, and some requests for change to services. Additional responsibilities include but are not limited to acting as a communications focal point fostering communications between users, and a coordination point for multiple IT groups and processes communicating with a user(s), may also be required to assist in coordinating efforts of other IT Service Operations Specialists acting on different incidents, problem, or service requests. Other responsibilities include receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual provide in-person hands-on support at the desktop.This position reports to the IT Manager/Supervisor and does not have any supervisory responsibilities.Required Experience, Knowledge, Skills and Abilities:Ability to conduct research into a wide range of computing issues as requiredMust be able to install, troubleshoot, repair, and perform preventive maintenance on computer hardware/software; build documentation and instructions for other IT Svc Ops Specialists to use Must be able to install, troubleshoot, repair, and perform preventive maintenance on network infrastructure, and build maintenance models to comply with manufacturer and industry standardsKnowledgeable in the use of the OSI modelKnowledgeable in the use of Known Error Data Bases including vendor specific (Technet…)Must be able to effectively categorize and document IT configurations and corrective actions and compile information to identify and analyze trendsMust understand and use ICMP commands to troubleshoot network connectivityOther work as assigned

The On-Site Technical Service Technician's role is to serve as the single point of contact for customers when IT services are disrupted at their business, when new services are requested, and some requests for change to services. Additional responsibilities include but are not limited to acting as a communications focal point fostering communications, and processes with the customer(s). Other responsibilities include receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations with customers. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual provide in-person hands-on support at the computer.This position reports to the IT Service Operations Manager/Supervisor and does not have any supervisory responsibilities.Required Experience, Knowledge, Skills and Abilities:• Ability to conduct research into a wide range of computing issues as required.• Ability to absorb and retain information quickly.• Ability to present ideas in user-friendly language.• Highly self-motivated and directed.• Keen attention to detail.• Proven analytical and problem-solving abilities.• Ability to effectively prioritize and execute tasks in a high-pressure environment.• Experience working in a team-oriented, collaborative environment.• Must be able to demonstrate initiative, make sound decisions, follow-up on pending projects, and work without constant direct supervision.• Ability to manage multiple work assignments.• Must have flexibility to adjust responsibilities and hours to meet operational requirements.• Helping customer with their Network setup or issues.• Creating documentation on process created for Onsite Technical Service Technicians • Helped customer build and map their Computer Networks.• Service PC’s, Mac’s, Printer, or any other networked device.

Overseeing all technology operations and evaluating them according to established goals • Devising and implementing I.T. policies and procedures to support strategies provided by business leaders • Analyzing monthly business requirements of all departments to predict their technology needs • Coordinated with IT employees and other professionals to provide guidance • Controlled budget and reporting on expenditures • Purchased technological for all departments and provided setup and support • Takes initiative and participates in IT strategic planning process • Mentor, supervise and evaluate computer technicians to make sure they perform to the standards defined by the office and the institution • Provides technical assistance and training to department personnel in the use of personal computers, standard software packages, and on-line information systems • Works on projects, as assigned • Interfaced with third party technical support vendors and support personnel • Responded to technical, sensitive or complex inquires or service complaints • Provided technical advice to IT staff and other departments on software, system, hardware, and data communication • Sets up and maintains staff security access codes; manages departmental local area and/or wide area networks • Participates in development, implementation, and maintenance of policies, objectives, short- and long-range planning; develops tracking and evaluation programs to assist in accomplishment of established goals