PURPOSE

Responsible for the stability and integrity of the enterprise computing server, network, and desktop infrastructure for assigned regional zones and to provide internal customer support for Dixieline/San Lorenzo employees in remote and regional headquarter locations. Ensures the efficient and effective use of issue management and problem management to identify, communicate and resolve systems issues in order to minimize customer impact and maximize the benefit of IT systems investments.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provides customer service to internal customer, responding to their needs, issues, concerns and requests. Establishes and maintains regular written and in-person communications with all level of end users.
• Prioritizes incoming calls and/or emails regarding hardware problems, checks help desk system for assigned entries; assigns, escalates or responds to help desk tickets as appropriate.
• Develop, test, install, configure and troubleshoot computer hardware and software.
• Develops and maintains an inventory of all end user hardware and related equipment including POS hardware and mobile/scan gun devices.
• Installs, configures, tests, maintains, monitors, and troubleshoots end-user hardware and related equipment and software in order to deliver required desktop service levels.
• Ensures physical connections and network connectivity of all servers, workstations, telephony/fax equipment, Point of Sale (POS), scan guns/mobile devices and other network appliances are in proper working order.
• Manage and coordinate administrative activities and operational support for large, complex systems and all of their components.
• Coordinate enterprise infrastructure hardware and software installation and upgrades.
• Administers user access to Dixieline/San Lorenzo and Dixieline Builders Fund Control ERP systems/applications
• Monitor system operator message queue for AS400/iSeries and ensure system readiness for nightly backups.
• Understands and observes all safety procedures and practices in order to prevent injury to self or co-workers; attends periodic safety meetings as required; may recommend changes to improve safety procedures.
• Other duties as assigned.

SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities.

MINIMUM REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Bachelor's degree and a minimum of 4 years of directly related experience or equivalent combination of education and experience.

COMPETENCIES

• Highly self-motivated and directed, with keen attention to detail and strong customer service orientation.
• Excellent verbal and written communications skills
• Proven analytical and problem-solving abilities
• Ability to effectively prioritize tasks in a high-pressure environment
• Experience working in a team-oriented, collaborative environment
• Knowledge of help desk problem management systems and ability to document problem/solutions in help desk log
• Strong, hands-on technical knowledge of network and PC operating systems, specifically Windows 10/Office 365
• Familiarity with TCP/IP, DNS, DHCP, Active Directory, MS Exchange, GlobalProtect VPN, and FTP
• Proficiency in Microsoft Office applications.

WORK ENVIRONMENT / PHYSICAL ACTIVITY

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Work is in an office setting and generally sedentary with physical effort associated with using a computer, but may involve walking or standing for brief periods of time.
• May be required to occasionally lift, carry, push, pull, or otherwise move objects up to 25 pounds.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and to handle other computer components.
• Required to be on-call and perform after-hours support on an as-needed basis; will also require occasional evening and weekend work to meet deadlines.
• Travel required, including overnight, to support remote locations.