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- Develop project plans, provide direction and coordinate project activities associated with the installation, evaluation, implementation, and maintenance of business solutions and when required, manage a small project team to implement chosen solutions that require Information Technology expertise
- Review and monitor the progress of projects to ensure accuracy and timeliness and provide periodic reports to management
- Provide functional direction and technical expertise to less experienced personnel
- Prepare, coordinate and support user training and documentation and provide technical assistance for post-implementation support issues
- Provide service desk and technical support to users
- Devise solutions to system-related problems and issues through coordination with users, other system analysts or engineers to assess and identify probable conflicts and investigate diverse data elements and sources
- Work with management to define appropriate standards, policies, procedures, software tool sets, and supporting peripherals to facilitate the management, accountability, functionality, and security of systems
- Provide ongoing trend analysis for determining current needs and future resource requirements
- Support, communicate, reinforce and defend the mission, values and culture of the organization
- Maintain timely and accurate helpdesk records using the ticket management system
- Assist with the detailed project planning efforts on larger projects, and may act as a project manager on smaller efforts
- May review proposals, including gathering facts, analyzing data and preparing project overview to compare alternatives
- Provide technical input to the development of Information Technology project planning
- Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations
- Show initiative in constantly reassessing business requirements and make suggestions that proactively address changing business needs
- Protect organization's value by preserving the confidentiality of information
- Associate's degree in business administration, management information systems, mathematics, information technology, computer sciences, a related field, or equivalent experience
- Education or knowledge of the principles, methods, and techniques used in troubleshooting and support
- Understanding of principles, methods, and techniques used in all phases of installation, administration and maintenance of IT and business systems and Commercial Off-the-shelf (COTS) applications
- Experience with selection, planning and implementation for new IT and business systems
- Two (2) to five (5) years of directly related experience in IT support
- Expertise and/or certification (e.g., Network +, A+, etc.) is preferred for relevant systems
- Strong verbal, written and interpersonal communication skills
- Ability to work independently as well as cooperatively in a team-oriented environment
- Ability to successfully interact with all levels of management, other IT professionals and end-users
- Strong analytic and problem-solving skills
- Is open and responsive to change and demonstrates a commitment to the process of continuous improvement by identifying and responding actively and with sensitivity to the needs of all customers
Senior IT Support Technician - Germantown, United States - Leonardo DRS
Description
Job Responsibilities
Part IIQualifications