- Oversee the IT Help Desk to resolve technology issues
- Provide courteous and timely responses to all customers.
- Provide desktop/laptop/tablet support on day-to-day issues involving Windows 10/11, Microsoft Office, Office 365, Anti-Virus/Spyware, and standard/custom applications for a user base covering multiple facilities.
- Answer, evaluate, and prioritize incoming telephone, voice mail, e-mail, trouble ticket, and in-person requests for assistance from end-users experiencing problems with hardware, software, networking, desk phones, mobile phones, and all computer-related technologies.
- Assist users in the operation of standard computer equipment and associated software.
- Handle all requests with the highest level of security and discreetness.
- Create a trouble ticket system and document all issues and resolutions in the trouble ticket system. Ensure timely customer follow-up and status reports until the issue is resolved.
- Maintain user accounts in Active Directory, Office 365, and applications.
- Maintain accurate inventory of equipment.
- Maintain a clean/safe/organized working area.
- Provides direct support to users across the company including helping set up hardware or software, diagnosing connectivity or data access problems, answering questions about hardware or software, and helping users access shared drives and devices.
- Maintains information security throughout the company by monitoring access logs and setting up antivirus programs at workstations.
- Ability to support MS and Google platforms.
- Ability to logically troubleshoot common workstation support issues, including standard PC Hardware and peripherals, and network connectivity issues.
- Follow approved SOPs (Standard Operating Procedure) when performing maintenance routines to various hardware platforms (e.g. desktop, laptop, network devices) and software.
- Install, configure, and maintain networks to ensure that the companys employees can always successfully connect to and access business-critical data.
- Configure network security settings and connect peripheral devices, like printers and scanners, used by multiple users.
- Build, maintain, and manage the companys database architecture so that data is correctly stored and easily accessible.
- Support company-wide database access by setting up data storage and retrieval protocols, adjusting permissions, and maintaining data security and integrity during migrations, backups, and day-to-day use.
- Follow escalation process and provide communication on all escalated issues to management.
- Meet and maintain Service Level Agreements.
- Provide management with constructive feedback to improve work processes.
- May be required to issue communications bulletins to employees.
- Participate in special projects such as equipment moves, repair/maintenance of equipment subject to management approval.
- Other duties as assigned.
- Bachelors degree in computer science.
- Help Desk experience.
- Leadership in a fast-paced, team environment.
- Proven working experience with hardware and software configuration for servers, networks, computers, and peripheral.
- Extensive familiarity with information security practices and procedures to protect organization data from intrusion or corruption.
- Minimum of 5 years of progressive hands-on experience working in a corporate IT environment
- Strong troubleshooting, customer service, and organizational skills are essential.
- Certifications such as CompTIA A+, MCP, MCSA, MCSE are desired.
- Ability to setup, configure, and maintain user accounts, permissions, and security groups in Active Directory, Office 365, and G-Suite/Google Workspace
- Substantial experience supporting Windows 10/11 Pro environments operating under Windows Active Directory
- Must be able to support Microsoft Office products (Outlook, Word, Excel, and PowerPoint
- Ability to work independently and prioritize tasks effectively.
- Excellent verbal and written communication skills
Information Technology Manager - Attleboro, United States - Hodess Cleanrooms, The Full Lifecycle Partner
Description
Who we are:
Hodess Cleanrooms, The Full Lifecycle Partners.
As North Americas leader and only single-source provider of Cleanroom lifecycle expertise, we are proud to partner with some of the most successful companies in the most transformational areas in our economy today. We are dedicated to enabling the important work that they do and clear the way so they can focus on discovery, innovation, invention, and manufacturing.
Hodess Cleanrooms provides you expertise and partnership in every stage of your critical environment development, management, and evolution. You get expert services in design, engineering, construction, protocol strategies, certification, testing, ongoing maintenance, and facilities retrofit all from one partner. One that you can depend on for you to be successful.
With over three decades of experience and over 600 critical environments supported across the Americas, we provide our clients with pragmatic, precision-engineered, custom solutions that work and keep on working within your operating parameters, budget and schedule.
Hodess has deep experience in all ISO classes/specification and provides support for some of the most innovative market sectors, from Semi-Conductors to Batteries; Automotive to Defense; Biologics to Pharmaceuticals. We are with you, all the way.
Job description
Our IT Manager is the point person for all technology at Hodess Cleanrooms. The role manages the daily operations of the computer systems, the relationships with the technology support providers, oversees training and support and providing technology leadership. The IT Manager manages the day-to-day technology needs of the company by installing, configuring, and maintaining databases, servers, and software.
Essential Duties:
Technical Troubleshooting and Maintenance:
Communication and Reporting:
Minimum Qualifications: