Job Description

Consistent with the mission and values of Network for Life, provides on-going tier one support for hardware, software, network equipment, servers and related services for the Network for Hope and Lifeline of Ohio. Delivers high-quality end-user support and participates in end user equipment maintenance.

1. Serves as the primary contact point for escalations from the help desk team. Triages issues to the appropriate resource in the systems administrator team while also working collaboratively with the help desk team.
2. Assists help desk team with new hire setup and onboarding.
3. Understanding of IT principles and ability to communicate technical concepts effectively to a varied audience.
4. Assist Manager of IT Network and System Administration with all infrastructure related support items and design.
5. Assist Manager of IT Network and System Administration in IT security related items.
6. Audits hardware and software usage to ensure compliance with organization standards.
7. Logs all incidents/requests clearly in IT Support tickets.
8. Performs routine maintenance on all end-user computing equipment as needed, ensuring latest patches, hot fixes, service packs and software levels are up to date.
9. Provides 24-hour availability for emergency after-hours escalations from the help desk team, via e-mail, via text and in-person, in rotation with other staff.
10. Assists in training and onboarding for current and new employees. Topics may include software, computers, printers, in-house applications, and cell phones.
11. Assist and serve as a backup to all Infrastructure patching.? This includes items such as WAP, switches, routers, firewalls, virtualization infrastructure, and windows/Linux servers.
12. Assists in the set-up, maintenance, and repair of PC hardware such as laptops, monitors, printers, keyboards, etc. and audiovisual equipment such as projectors, televisions and recording devices.
13. Other job duties as assigned by the Manager of IT Network and System Administration.

Key Performance Indicators:

• Resolves issues submitted to the help desk system completely and in a timely manner
• Network resources such as servers, shared files and the Internet are consistently available (i.e. uptime)
• Oversees and performs all patching, drivers, firmware and software upgrades
• Documentation is up-to-date and accurate

Requirements

Education and Experience:

• A high level of expertise in a variety of software such as Microsoft Office products and web-based services.
• Proven IT Support Desk experience.
• Experience with the Administration of Windows Networks, Entra, Networking, VMware and IP phone systems
• Must have the ability to communicate effectively with staff members and outside customers/vendors verbally and in writing.

Business Systems Knowledge:

• Microsoft Office 365 applications (Word, Excel, PowerPoint, Access, Outlook, Sharepoint, One Drive, Teams)
• Automation of system processes and procedures
• Microsoft, Entra and Linux server applications
• LAN/WAN networking technologies
• Telecommunications such as phone systems, cell phones and related equipment

Key Attributes:

• Effective communications and interpersonal skills
• Ability to collaborate and function effectively in a team environment
• Good problem solving and analytical skills