IT Generalist - Harrisburg, United States - Mcnees Wallace & Nurick

Description

Job Description

Job Title: IT Generalist

Fair Labor Standards Act (FLSA):

Full-time, Non-Exempt, hourly

Hours: 40 hour work week

M-F, varies by individual but can range from 6 am to 7 Pm

Department: Information Technology

SUMMARY: Provide general and routine technical support to a broad range of installation, patching, configuration, and updates to Operating Systems and non-OS vendor applications requiring the ability to research, analyze, and resolve problems effectively to meet established performance metrics. Maintain documented (e.g. Disaster Recovery) procedures for Windows Infrastructure. Collaborates and contributes with team members, software vendors, and other technical staff to develop, design, implement, and continuously improve systems.

ESSENTIAL DUTIES AND RESPONSIBILITIES: "Essential functions" are primarily job duties that incumbents must be able to perform unassisted or with some reasonable accommodation made by the employer.

• Help Desk Ticket Resolution
• Workstation Standards, Images and Deployments
• Desktop Application Installation and Management
• Mobile Device Configuration
• Printer and Peripheral Management
• Anti-Virus and Patch Management
• Network Switch Port Management
• Telephone System Administration
• User On-Boarding / Off-Boarding
• Audio/Visual System Administration
• Video Conferencing Administration

Actively coordinates with team members and other groups to effectively perform general and routine requests such as backup, restores, permissions changes, patch application, and testing. Provides basic Intune/Azure and Windows Server administration support for daily operations. Follows procedures and guidelines to install, patch, configure, customize, troubleshoot, upgrade, integrate, and maintain systems, software, network and port configuration, host-based firewalls, and peripherals. Supports and collaborates with team members, software vendors, and other technical staff on project efforts to achieve implementation plans and timelines. Review and monitor systems for availability, error conditions, adequate space allocation, backup integrity, and performance to ensure system stability. Provide reports and capacity data to support metrics for hardware warranty, software licensing and asset management systems. Regular on-call availability and occasional working during non-business hours and on weekends required.

• Demonstrates quality service and accountability in the process of resolving requests, supporting daily operations, and ensuring system stability that results in accurate, timely, and efficient solutions and data as evidenced by meeting customer needs and meeting or exceeding established performance metrics.
• Proactively seeks information and utilizes analytical and creative problem-solving skills along with standard processes and technologies resulting in secure and reliable connections to and use of systems, applications, and infrastructure.
• Demonstrates accountability, relationship building, effective communication skills, and quality service in the process of collaborating with, supporting, advising, and educating customers and team members on the use of services, handling of sensitive data, and resolving incidents and requests, resulting in meeting or exceeding customer needs, established performance metrics, and efficient, effective, and compliant use of services.

Contributes to research and evaluation of new enterprise technologies, processes, upgrades to Windows infrastructure enhancements by identifying when established procedures are not working and there are gaps in processes and makes recommendations for improvements. Develops and edits customer and technical support knowledge base documentation.

• Utilizes analytical and communication skills in the development and modification of written procedures, processes, and technical support knowledge base, resulting in content tailored to the level and type of audience for support and issue resolution.

• Demonstrates relationship-building and effective communication skills through active listening, sharing ideas, and frequent communication with co-workers, vendors, and other technical staff members resulting in recommendations and development of administration best practices and procedures shared and used by team members.

Stays current with relevant advances in technologies. Responsible for maintaining and updating knowledge of IT policies and procedures, hardware, software, and technical services. This can include on-the-job training, attending technical courses or conferences, reading, research, and testing. Develops and follows best practices and procedures and shares knowledge with team members.

• Demonstrates skill development by actively participating in growth opportunities for continuous development and improvement and applying new skills/knowledge to the job as evident by the ability to efficiently and effectively perform assigned duties, resulting in meeting or exceeding customer expectations and performance metrics.
• Demonstrates effective communication skills when providing training and mentoring to less experienced staff, resulting in staff and teams using and implementing the latest policies, procedures, and best practices to accomplish tasks.

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED (Required Qualification):

• Bachelor's degree in computer science, business computing or a related field, or equivalent combination of education, certification, and experience.
• Minimum of seven years' experience in a related role requiring confidentiality, timeliness, customer service, organization, prioritization, troubleshooting, analysis, problem solving, and working independently to successfully deploy and manage Windows based desktop systems.
• Basic understanding of TCP/IP network.
• Demonstrated ability to leverage appropriate technical tools to perform day-to-day administration tasks, root-cause analysis and service restoration (such as backup, restore, failover, log interpretation, and performance monitoring).
• Familiarity with current computer technology and applications (e.g. word processing, spreadsheet, and collaboration applications).

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED (Preferred Qualification):

• Experience with NetDocuments Document Management System .
• Experience with ManageEngine Applications – Specifically ServiceDesk Plus.
• Experience with Veeam Backup Monitoring System

• Normal amount of sitting, average mobility to move around an office environment; able to conduct normal amount of work at a computer; may require travelling to various office locations using own means of transportation; May require on-call availability and may require working during non-business hours and on weekends. Punctual, regular, and consistent attendance is required.
• Job responsibilities may require lifting or moving of standard computer equipment and peripherals on an occasional basis; ability to lift (non-sustained) approximately 40 pounds is required.
• Infrequent exposure to dust, as may occur during special projects or computer/peripheral relocation.

NOTE: The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of essential functions, responsibilities or requirements.