DAILY DUTIES / RESPONSIBILITIES:

Non-Technical

- Effectively interact and communicate with peer to Director-level IT professionals.

- Provide feedback to team regarding product issues, enhancements and new features.

- Must have initiative, drive and be a self-starter.

- Ability to ask pertinent questions of others.

- Proactively seek to identify, communicate and implement process related improvements.

- Effectively manage multiple tasks and activities concurrently and able to provide periodic status updates to key stakeholders

- Collaborate extensively with peers and management to resolve client issues while actively contributing to a growing knowledge network that improves the effectiveness of our team and the information available to our clients.

- Prioritize numerous issues of varying severity, and effectively manage the resolution of all issues within accepted service levels. This includes ownership of the data entered into the Helpdesk system and appropriately updating both client and appropriate employees of status of all issues on a timely basis.

- Good customer skills, be attentive to detail, and responsive to customer tickets.

Technical

- Troubleshoot and recommend technical solutions

- Develop workaround solutions as appropriate.

- Monitor and assess current systems and recommend hardware and software enhancements.

- Act as technical resource for other IT analysts and business units by resolving complex computer equipment and systems problems.

- Diagnose and resolve problems related to hardware, software, or operator error, and resolve or repair.

- Escalate complex problems to other groups, Help Desk, or vendors for resolution or for support under maintenance agreements; oversee vendor work.

- Install, configure, test, monitor, and maintain system and application hardware, software, and peripherals for users; install and configure servers in collaboration with WAN group.

- Perform equipment and software upgrades.

- Lead and execute small projects.

- Maintain familiarity with current computer and network products.

- Adhere to corporate information security guidelines and promote information security among coworkers.

- Qualified candidate will be responsible performing root cause analysis/resolution.

- Mentor and lead junior staff members.

- Performs other duties and special projects as assigned.