Newsworthy

Position Summary

Maintain day to day Helpdesk operations for the organization’s IT infrastructure and systems. Provide end user support for network, cloud and desktop account management. Triage and assign tickets for resolution.

Duties and Responsibilities

Operate Helpdesk and manage intake queue, offering first line support to end users
Triage and prioritize tickets and address issues to end user’s satisfaction
Investigate issues, research solutions, implement and document within ticketing system
Understand the organization’s standard desktop environment (both Mac & PC)
Draft and keep documentation current
Assist with onboarding of new users which includes basic guidance and training where required
Assist with offboarding of exiting users
Install, test and configure new workstations, peripheral equipment and software
Manage changes, moves, adds, deletions for Users and Computers within Active Directory
Monitor, maintain and execute timely workstation hardware and software upgrades as required
Apply patches to workstations and servers during agreed maintenance windows
Validate overnight tasks and investigate where failures are reported
Investigate common tickets and seek ways to reduce or remove repeating ticket types
Track recurring costs related to client applications, reporting and advising of changes to IT manager
Commission and decommission of Azure, AWS, On Premise and Data Center locations.
Investigate issues through analysis of logging and other tools to mitigate or report to IT manager for further analysis and reporting
Implement automation and look for new methods to improve efficiency within the team
Support monitoring of services using current tools and be alert to issues and reactive to problems
Maintain and administer computer networks, hardware, software, and related systems including environments, applications, and configurations
Perform disaster recovery and data backups
Troubleshoot, diagnose, and address network, software, and hardware problems
Execute software and hardware upgrades and installations
Maintain and monitor virus protection and email applications
Execute day to day IT Operations:

Network Administration Support the Network Engineer in the maintenance of computer networks (LAN/VLAN/WAN) which includes firewall, routers, performance monitoring, cybersecurity applications, and hardware such as Cisco, Dell, HPE, etc. Monitor and optimize ISP tiers and bandwidth
Desktop and user support Deep understanding of business and end-user requirements. Understand the operations, workflows, and service models and address break-fix solutions, user guidance and continuous 24/7 support–emergency after hours support. Be proficient with various operating software and other general programs required by the organization
Development Familiarity with coding (Procedural and Object-oriented programming), software development life cycle, database design, and digital best practices are needed to ensure any external vendors can properly be evaluated. Knowledge of Drupal and other content management systems is a requirement for organization.
Quality Assurance Run quality testing for IT systems and/or software and provide associated reporting.
Knowledge, Skills and Abilities

To perform successfully in this role, incumbent should possess skills identified below:

Good analytical and problem-solving skills
Investigate and resolve mindset
Ability to work both independently with minimal supervision, and as part of a team
Able to communicate concisely and competently, handling matters with the appropriate level of judgement and sensitivity
Strong technical skills for both infrastructure and web application
Experience with creating and managing infrastructure for web applications
Working knowledge in computer hardware, cabling installation and support, wireless technologies, and interface
Able to learn new and unfamiliar technology and products using documentation and internet resources
Develop documentation and training materials for new and existing technology
Assist in end user education of new and existing technologies
Able to work with all levels of staff within and external to the organization
Self-starter able to work independently but comfortable in a team environment
LAN and WAN experience
Working knowledge in cyber security best practices and latest developments
Organized and detail oriented
Excellent problem solving and analytical skills
Software development abilities preferred
Qualifications and Experience

Bachelor’s degree in computer science, software engineering, information technology or related field