Senior IT Support Technician

POSITION SUMMARY

The Senior IT Support Technician administers and supports the network infrastructure and systems deployed across the organization, including all servers, network devices, and phone systems. This role is also responsible for supporting our primary business systems, DMS and SAP Business One. In addition to having a strong technical background, supporting the business systems requires the ability to understand our business processes and translate those processes and needs into a stable and user-friendly operating environment. Additionally, the Senior IT Support Technician partners with the Communications Manager to develop and manage the annual IT budget and roadmap, and is the primary point of contact for all major technology initiatives and projects. The Senior IT Support Technician also supports end user issues that have been escalated from the IT Support Technician.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

· Administrator and key support for the critical business systems (DMS, SAP Business One)

· Design and perform test scenarios for updates and enhancements to critical systems including network, servers,

and end user workstations, and the SAP Business One environment

· Responsible for the design, implementation, and maintenance of networking infrastructure and security, including

LAN, WAN, VPN, MPLS, etc.

· Supports the development and maintenance of the budget for all IT/S related purchases, services, and software

licensing, and is responsible for ensuring that all software licensing requirements are in compliance

· Administer all Windows servers, including hardware, services such as DHCP, DNS, and IIS, Active Directory, and

Group Policy

· Responsible for maintaining and verifying routine data backups and integrity

· Develops and maintains technical and process documentation

· Supports the programming and maintenance of the phone / PBX system

· Provides senior support for end user issues that need to be escalated beyond the IT Support Technician

· Maintain vendor relationships and contracts

· Coordinate with 3 rd parties for support when necessary

CORE COMPETENCIES

· Problemsolving

· Highlevel of critical thinking

· Confidentiality

· Processoriented

· Service oriented

· Timemanagement and prioritization

· Effectivecommunication

· Attentionto detail

KNOWLEDGE, SKILLS AND ABILITIES

Education

4-year education or related industry certification in computer networking, infrastructure, and server support or equivalent work experience required.

Experience

5+ years of server and desktop administration with multiple operating systems including different versions of Microsoft Windows, various mobile platforms, and networking infrastructure technologies such as LAN, WAN, VPN, MPLS, SD-WAN, etc. Must also have experience developing and managing IT budgets and long-term infrastructure roadmaps.

Required Skills and Certifications

· Experience supporting and troubleshooting users and equipment both locally and remotely

· Strong hardware and networking knowledge

· Microsoft Active Directory and Group Policy Administration

· Advanced networking knowledge and experience including routing, DNS, DHCP, etc.

Preferred Skills and Certifications

· Cisco and/or Microsoft Professional Certifications

· SQL and Oracle Support

· Microsoft Dynamics CRM

· SharePoint Administration

· Amazon AWS

· SAP / SAP Business One