The IT Site Administrator is responsible for resolving client issues and assisting clients with their IT needs. Field Support, like the Help Desk, is the face of IT to our end users, and must demonstrate a sense of urgency, understanding, and professionalism. This position is responsible for ensuring that end-user needs are met in a timely manner, adhering to, and delivering defined SLAs. Additionally, the IT Site Administrator is responsible for working with other IT resources within a support model capable of providing proper plant support for technology needs by ensuring manufacturing and office needs are met through a broader regional team focus. Multiple sites and business lines are to be supported by the IT Site Administrator.
Provide general IT infrastructure, software, system support to end users through telephone, remote desktop support and in person, Issues are properly logged in service management tools
Escalate issues to the appropriate IT technical personnel in a timely manner to avoid downtime or loss of data
Manage issues to resolution within the IT support management systems
Enhance support documentation and issue / solution database
Perform IT related administration functions including, but not limited to, the following: IT procurement within organizational guidelines; manage IT equipment inventory; account administration, and administer and participate in special projects as requested
Install new software and maintain and / or upgrade existing software
Evaluate and replace or repair hardware, Install and configure new hardware, Resolve basic communication issues, Maintain procedures and solution documentation related to issues
2+ years' experience in IT Support.
Previous experience working with PC, network and/or telephony support
Outstanding organizational skills with good written skills and verbal skills
Extensive knowledge of computer hardware and common desktop software including MS Office and Windows OS
Working knowledge of Network topologies, protocols and enterprise network equipment