Position Summary: This position supports all IT devices and services including computer, mobile and desktop telephony, printer, network, video conferencing, and software usage. The position will resolve service desk requests, define, and document procedures, provide training, and consult with users for all IT systems. Direct interaction with employee owners is required to analyze problems and develop solutions. Work is performed under the general direction of the Manager of IT Devices and services.
Key Duties and Responsibilities:
· Monitor and resolve Service Desk requests and respond to reported issues while adhering to policies and guidelines.
· Ensure employee owner satisfaction and productivity regarding IT systems and software.
· Document and communicate resolutions to issues in a timely manner.
· Escalate issues to peers, management, consultants, or vendors as necessary.
· Able to manage multiple issues, projects, and responsibilities and effectively establish priorities.
· Acquire and maintain knowledge of approved corporate applications.
· Lifecycle management including planning, purchase, deployment, configuration, maintenance, updates, inventory, decommission, and disposal of:
- o Computer hardware
- o Operating systems and software
- o Mobile and desktop telephones
- o Peripherals
- o Printers
- o Video conferencing equipment
· Ensure proper use of desktop procedures and tools throughout the company, including use of virus protection, email proxy, web proxy, anti-phishing programs, and other security hardware and software.
· Perform network operational support including device access, control, monitoring, and inventory.
· Uses business and technical writing skills to communicate to employee owners, including management, and documenting operational processes.
· Provide on-call after hours support and resolution as needed.
· Completes other IT related projects and goal as requested by the Manager of IT Devices and Services and Director of IT .
Education:
· Associate degree in management of information systems (or related area) preferred
Experience:
· 5 years’ experience with strong knowledge of troubleshooting and resolving common IT issues while performing duties and responsibilities as outlined.
· Administration of Microsoft Active Directory to maintain secure access to internal resources.
· Administration of Microsoft Entra ID to maintain secure access to remote resources.
· Administration of Microsoft Intune \ Endpoint Management to deploy, manage, and secure computers and mobile devices.
- o Autopilot OOBE deployment
- o Feature and Quality Update deployment and reporting
- o Application deployment and updates
- o Configuration policies
- o Compliance policies
- o Apple Business Manager Integrations
- o Android Integrations
· Administration of Microsoft Office 365 applications including Microsoft Exchange Online, SharePoint, OneDrive, and Teams
· Administration of Dialpad telephone systems to configure and deploy desktop telephones,
· Administration of Microsoft Teams Room video conferencing systems
· Change management documentation.
· Documentation and development of standard operating procedures including automation through Service Desk tools.
Physical Requirements:
· Typical office environment with moderate noise level
· Role requires employee to be onsite weekly with opportunity for work from home as scheduled.
· Role includes responsibilities across all Barr Brands companies, including W. M. Barr and Microban
· Role may include afterhours monitoring, troubleshooting, or implementation.
· Ability to stand, sit, walk, reach, climb, stoop, talk, hear and see for extended periods of time.
· Ability to lift between 10-25 lbs.
· Ability to travel overnight occasionally; International travel may be required.
