Our Information Technology Assistant assists our IT Manager with the operations and administration of all Windows and infrastructure platforms, with a primary focus on day to day user support by performing the following duties.
TECHNICAL SUPPORT
- Provides technical support to ensure that internal customers’ expectations are met through first and second level problem determination and problem resolution efforts.
- Gather information, diagnose the user’s needs, conduct research to find correct solutions and confirm that the user’s needs have been met or exceeded.
- Demonstrates use of computer equipment and software to users
- Responsible for monitoring and maintaining IT Helpdesk software for trouble tickets. Ensures timely follow up solutions for end users’ IT challenges.
- Responds to user inquiries concerning systems operation and diagnoses system hardware, software and operator problems.
- Provide informal training to internal users. Must be continually aware of upgrade and software changes that can be directly affected.
- Documents procedures and troubleshooting solutions in IT Helpdesk System.
- Support the IT Administrator with the efficient setup and troubleshooting of printers in a Citrix environment.
- Assists the IT Administrator to monitor and maintain Network Performance Systems, Antivirus, and Update servers.
- Responsible for the documentation and inventory management of equipment in helpdesk inventory system.
HARDWARE and SOFTWARE
- Loads specific software packages such as operating systems, including word processing or spreadsheet programs into computer as directed by the manager. (MS Office, Adobe, Windows 10, Windows Server 2016/2019, Solidworks, Antivirus, Firmware/BIOS Upgrades, Thin Client Setup, Citrix/Remote Desktop Services, VMWare, Printers)
- Open and perform basic component replacement, installation and repair on PCs Laptops, servers and mobile devices.
- Effectively reads and references technical manuals to learn correct settings for equipment and critical information.
- Communicates with vendors and completes project research as assigned.
- Records problems which occurred, such as down time, and actions taken.
- Catalogs and maintains backup images and hard drives site to site.
- Maintains and completes preventative maintenance schedule on equipment.
- Configures and maintains the setup of barcode scanners.
- Install server and networking equipment into datacenter racking as directed.
- Assists IT Administrator in the configuration of network switches, VLANS and routing
- Assist the IT Administrator to keeps OS Images for desktops and laptops up to date and deploys images to local and remote machines.
- Assists with punching down new network cables into patch panels.
- Install and configure VoIP telephones and client software
- Orders equipment and supplies as needed; maintain inventory supplies.
- Maintains a clean and organized office environment, network wiring closets and server rooms.
- Effectively provides updates, status and completion of project information to IT Manager.
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Safety Responsibilities: As an employee at Falcon Plastics safety must be reflected as a priority in your performance at all times. Must be responsible for working safely and reporting any unsafe work habits or conditions to a supervisory member, Human Resource professional or a member of the Safety & Health Committee.
Training Requirements: Successful completion of the following training is required for this position: New employee orientation, Hazard Communication, Bloodborne Pathogens, Position Specific Training Checklist
Education and/or Experience: 2 years education in related program (A. A.) and 1-2 years related experience or equivalent combination of education and experience.
Language Skills: Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from individual or groups of employees, vendors, or customers.
Mathematical Skills: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Physical Demands: 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: While performing the duties of this position, the employee is regularly required to talk or hear and to use hands to finger, handle, and feel. The employee is frequently required to sit and reach with hands and arms. The employee is occasionally required to stand; walk; climb or, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
Hardware / Software Knowledge: To perform this job successfully, an individual should have knowledge of MS Office, Adobe Acrobat, Windows XP, Windows 7, Windows 8, Windows 2003/2008/2012 Server, Solidworks, Antivirus, Firmware/BIOS Upgrades, Thin Client Setup, Routing, Networking, Wireless, Barcode Scanners, Citrix/Terminal Services, VMWare, Linux, and Printing.
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this position, the employee is occasionally exposed to moving mechanical parts. The noise level in the work environment is usually moderate.
Other Skills and Abilities: Problem solving abilities and good communication skills are necessary.
Other Qualifications: Certifications preferred but not required: MCP, MCSE, CCNA, VMWare
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