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Help Desk/Systems Support Analyst
Ref No.: 17-09121
Location: Norcross, Georgia
Position Type:Right to Hire
Start Date: 09/27/2017
 Position: Help Desk/Systems Support Analyst
Location: Norcross, GA
Duration: 6-month Contract-to-Hire
Salary: Dependent upon Experience
Start Date: ASAP


RESPONSIBILITIES
- Participate in the administration of MSFT Exchange Server and O365
- Participate in the administration of MSFT AD/DC in our environment
- Participate in the administration of the Server environment, both HW, SW, and OS
  • Manage all personnel and Site IT equipment which includes, but is not limited to
    • Phone systems (Shoretel)
    • PC break/fix.
    • Router/switch maintenance
    • Router/switch install/configuration
    • Local firewalls (Cisco, Pix or ASA)
    • Printers and copiers
    • Production machinery that is network connected (and some that isn't, if it is a PC)
    • User software and accounts
    • Scanner Devices
    • Application Support, predominately SX.e, "Trend” moving from 6.6 – 10.X
    • E-Mail Support (Exchange)
    • Microsoft Office (Varying revs with a focus on O365)
- Monitor and continually improve customer service levels provided to all internal customers, and external customers as requirements dictate
- Assess, communicate and recommend mitigations for risks associated with IT Projects
- Document the practice, employment, and standard support activities for review, training and budgeting purposes
- Evaluate, implement and manage PC/Laptop imaging Process
- Evaluate, implement and manage standard HW Order List with Exception Process
- Participate in standard, and exception, IT Support and Project initiatives
- Implement and lead support for Tier 1 Support Team/Help Desk best practices
- Ensure continuous delivery of IT services through oversight of service level agreements with end users and monitoring of IT systems performance
- Participate in the creation, and approval of Business Support Planning and Process
- Ensure IT system operation adheres to applicable laws and regulations
- Continually involve IT Leadership in VOC (Voice Of the Customer) feedback being received, solicited or otherwise
- Partner with Technology trainers in companywide technology training to include new hire and position specific training along with product, software and other training needs
- Other duties as assigned

REQUIREMENTS
- Bachelor's Degree in Computer Science or related field or equivalent work experience
- Tier I – Less than 2 years
- Tier II – 5 years
- Tier III – more than 10 years
o Experience with Unix, Linux
o Experience with Windows, Server and Desktop OS'
o Experience with Progress DB and other DB preferred
o Experience in a Direct and Indirect Support Capacity
o Experience in Customer Service role/environment
  • Solid networking and technical knowledge to enable the incumbent to understand and communicate the impact that technology has on the business environment.
OTHER INFORMATION
Travel Requirement – Up to 25% travel to branches requiring some overnight stay, travel to industry related conferences and training requiring some extended stay.

If interested and qualified please send updated resume to alkeith.murdock@mondo.com