Infrastructure Support Representative

The Infrastructure Support Representative is responsible for working in conjunction with the Network Administrator to oversee functionality, maintenance, and security of company workstations, network, telephone system, server and for help desk support.

Responsibilities

Help Desk/Desktop Support: 60%

Ticket Management System:
Track and update status

Document resolutions

Close and resolve ticket issues

Produce reports based upon ticket analysis

Maintain all workstations (Microsoft OS)

Perform general desktop support using a remote tool for end users that work off site

Troubleshoot all problems on PC’s, printers, phones, fax machines, and other general office equipment

Maintain images of PC as needed

Assist Programmer Analysts with analysis of performance issues that may be related to workstations and/or network configurations

Utilize a ticket management system to track, update status, document resolutions, and close issues

Perform general desktop support for Microsoft OS based workstations

Generate client utilization reports

Application support includes:
Microsoft Office Products

Adobe Suite

NEC phone system

In-house custom developed applications

Other 3rd party add-ons

Server Support and Systems Maintenance: 25%

Experience working with:
HP Hardware

VMware

SAN

Windows Server OS 2016

AD

MS Exchange

IIS

DHCP

DNS

NIC Teaming

Performance Monitoring

Security Patching

SSL Certificates

Encryption

Application support (MS Office Products, Adobe Suite, NEC phone system)

Telephone Systems: maintenance of all telephone equipment, voice response units, and voice mail systems, preferred but not required knowledge in the following:

NEC SV8300

Unified Communications for Enterprise

OW5000

MA4000

RightFax 9.0

Security Systems: maintenance of building security systems

Internet/Intranet Systems: work with the Web Development team to maintain our internet and intranet, primarily focusing on hardware

Network Support: 10%

Maintain and support of all networking equipment

Firewall rules

VPN client setup

WAPs

VLANS

Routing and Switching

Content Filtering setup

Firmware upgrades

Miscellaneous: 5%

Document, test, and maintain the Disaster Recover (COB) plan

Organization of the server room

Create and maintain reference manual for backup

Establish and maintain a relationship with vendors used to purchase equipment and support New Benefits current systems

Document and maintain daily and monthly procedures

Perform security testing as well as work with 3rd party vendors to provide external security tests

Other duties as assigned

Preferred Qualifications

Knowledge of Microsoft Windows 2010, Server 2012 and 2016, Office 2013 and 2016, Microsoft Exchange Server 2013

Preferred but not required; Cisco Meraki security appliances, switches, WAP

Server virtualization technology

SAN technology and SAN connectivity protocols

Critical thinking skills to effectively troubleshoot issues across systems

Bachelor’s Degree and/or equivalent work experience

Ability to lift computers, and to move desks as needed to install and setup workstations

Ability to sit for extended periods of time

Ability to talk or hear, both in person and by telephone

Good visual acuity

Capable of reaching with arms and hands, as well as lifting up to 50 pounds

Must be able to perform work at a PC, and function in an environment with interruptions

Availability to be on call

Job-Specific Competencies

Technical Expertise – The ability to demonstrate depth of knowledge and skill in a technical area.

Diagnostic Information Gathering – The ability to identify the information needed to clarify a situation, seek that information from appropriate sources, and use skillful questioning to draw out the information, when others are reluctant to disclose it.

Analytical Thinking – The ability to tackle a problem by using a logical, systematic, sequential approach.

Thoroughness – Ensuring that one’s own and others’ work and information are complete and accurate; carefully preparing for meetings and presentations; following up with others to ensure that agreements and commitments have been fulfilled.

Attention to Communication – The ability to ensure that information is passed on to others who should be kept informed.

Customer Orientation – The ability to demonstrate concern for satisfying one’s external and/or internal customers.

Managing Change – The ability to demonstrate support for innovation and for organizational changes needed to improve the organization’s effectiveness; initiating, sponsoring, and implementing organizational change; helping others to successfully manage organizational change.

Stress Management – The ability to keep functioning effectively when under pressure and maintain self-control in the face of hostility or provocation.

Core Competencies (F.L.I.I.P.)

Flexibility – Maintains effectiveness when experiencing major changes in work responsibilities or environment and adjusts effectively to work within new structures, processes, requirements or cultures. Remains flexible in spite of adversity. Embraces change.

Leadership – Facilitates a positive and productive team oriented environment. Provides open communication/feedback within the team. Builds collaboration to maintain productive teams. Treats people with honesty and respect. Maintains positive relationships with employees at all levels. Uses appropriate interpersonal styles to establish effective relationships with clients, vendors and internal partners. Interacts with others in a way that promotes openness and trust and gives them confidence in one’s intentions.

Innovation – Identifies and accomplishes challenging objectives or personal goals. Works effectively with others to achieve goals. Looks for and takes advantage of opportunities. Maintains a high level of interest, enthusiasm and personal performance. Takes steps to improve processes and find better solutions. Champions quality work and proactively takes steps to correct errors or improve overall products/solutions. Drives continuous improvement. Demonstrates a willingness to change approach based on feedback.

Integrity – Supports and upholds the organization’s standards and values. Demonstrates honesty, reliability and professionalism. Maintains the highest ethical standards.

Passion – Provides excellent customer service to internal clients, partners, vendors and teams. Responds promptly, professionally, effectively, and efficiently. Recognizes sense of urgency in responding to needs. Follows up to ensure requests, needs, and commitments are met consistently.