Primary Responsibilities
- Participate as a member of the IT Infrastructure team for the deployment, management, support, and testing of Infrastructure systems and end-user computing systems to help set, implement and enforce IT standards across all computing platforms
- Build, configure and implement end-user hardware, such as PCs, Mobile Devices, AV and Video conferencing solutions and related software
- Provide support and administration for corporate network and voice/telephony hardware and provide end-user support/training as needed
- Manage and resolve incidents, fulfill requests, provide best-in-class white-glove support for users as required and provide support for the IT Service Desk call and ticket queues as required
- Administer identity and access management, messaging systems, software and PC image deployment, virtual desktop management, mobile device management and endpoint management tools
- Provide remote and on-site technical support to sites across Oregon, Washington and California as required
- Engage with 3rd party vendors to research/implement new services and resolve technical problems on equipment and systems
- Support and contribute to the successful delivery of business-driven and internal IT projects and enhancements
- Identify, research and recommend IT process improvements or new technologies that increase efficiency and benefit the business
- Work within ITSM/ITIL framework and toolset to create and manage incidents, problems, requests, changes, assets and knowledge articles
- Diagnose problems and solve issues, often under time constraints
- Rapidly respond to emergency situations, including direct response as well as coordination and communication of progress updates to IT staff, vendors and business partners, both during and outside of normal business hours
- Develop and maintain positive, cooperative and team-oriented relationships with co-workers, supervisors, managers, and others you come into contact with through your job
Key Competencies
- Possess a strong ability to self-learn new technologies
- Possess a high level of integrity
- Excellent troubleshooting, analytical and problem skills
- Excellent verbal, written and interpersonal communication skills
- Excellent time management and ability to self-prioritize work
- Commitment to quality and excellent customer service
People Management
None
Work Environment
This job operates mostly indoors.
Physical Demands
- Lift/Carry 50bs.
- Sitting and working indoors for entire shift.
Expected Hours of Work
This is a full-time position, days and hours of work vary and may include weekends and overtime as necessary.
Travel
Travel up 40% primarily in the Pacific Northwest.
Required Education and Experience
- Minimum 2-4 years relevant experience
- Possess a valid driver's license and have access to reliable to transportation
- Knowledge and experience administering and support multiple aspects of technical infrastructure and end-user computing.
- Strong familiarity with Microsoft services and solutions (Windows Server, Active Directory, Group Policy, DNS, DHCP, Office365 and MS Exchange, SharePoint, SCCM, MDOP, Skype/Teams, software licensing, software distribution, Windows image management)
- Strong Knowledge of Video Conferencing systems (Cisco WebEx)
- Strong familiarity with Mobile device management (Avalanche, IBM Maas360, Airwatch, Intune,
- iOS, Android, Ruggedized form factors (RF, voicepick, tablets), Cellular technology and phone line management
- Familiarity with Core Infrastructure services such as Hosting, Storage and Backup (Windows, SQL serve, VMware, VEEAM, Citrix, SAN, IIS, IBM iSeries)
- Familiarity with Networking solutions and concepts (Cisco Network security, route, switch, SD-WAN)
- Familiarity with Voice/Telephony (Cisco CUCM, UCCX, CUAC, SIP Trunking, Softphones, call flow, call routing, PBX systems)
- Experience with ServiceNow or other ITSM tool, Asset management)
Preferred Experience and Education
- Preferred 4-year degree or trade school certificate in Computer Science or related field in lieu of experience
- Microsoft, Cisco, A+, ITIL or other relevant certifications preferred
