Position Summary: Extends IT support services to staff and clients. First level of IT support – responds to online help desk tickets, phone calls and emails. Resolves technical issues and requests as quickly as possible while extending top-notch customer service in a fast-paced environment. Keeps the network computing systems operating efficiently and assures that computing standards are implemented and enforced; Troubleshoots and resolves system problems and assists with project management research, implementation and system administrative duties. May perform backup duties for network administrator. Some extended hours and schedule flexibility is expected.
Essential Functions and Responsibilities:
Responds to internal inquiries and develops solutions for component failures and complex technical problems in all of these areas to deliver a sound and stable computing infrastructure; providing exceptional support while demonstrating a sense of priorities.
Primary contact for retail user issues. Makes frequent visits to retail locations to ensure proper support is maintained.
Installs, configures, maintains and troubleshoots PCs, servers, and all other computer related systems, devices, and equipment. Maintains documented resolutions and operating procedures.
Maintain user accounts on networks and applications. Make certain proper permissions are established within applications and in the network operating systems.
Assists with various IT projects as assigned.
Ensure that all backups of all servers are functioning correctly.
Helps manage Intranet application and server, ensuring software updates and new features are implemented. Acts as system liaison from the IT department, working with other internal users to optimize Intranet usage and effectiveness.
Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
Backup duties for network administrator.
Advocate and demonstrate company brand.
Other duties as assigned.
Qualifications:
A two year college degree in the Information Systems field or equivalent experience
1 year supporting Windows 7/8 in a network environment preferred
Some experience with Windows security, Active Directory, group policy, Microsoft Windows and Office, MS Exchange, networking, audio video, wireless, printer repair preferred
Ability to interact with people of all technical skill levels, including vendors and coworkers
Excellent interpersonal skills and telephone manner are essential
Acceptable background check; credit, criminal and insurance
Environmental Factors and Physical Requirements:
This position requires the employee to work indoors in a typical office environment. While performing the duties of this job, the employee is required to have ordinary ambulatory skills sufficient to visit other locations, and the ability to stand, walk stoop, kneel, crouch and manipulate (lift, carry, move) light to medium weights of 1-25 pounds. Requires good hand-eye coordination, arm hand and finger dexterity, including ability to grasp, and visual acuity to use a keyboard, operate equipment and read application information. The employee frequently is required to sit, reach with arms, talk and hear.
Location: 5058 Commerce Road, Richmond, VA 23234
Hours: Monday through Friday 8-5 pm. Occasional evenings and weekends as needed.