Ivie & Associates

IT Support Technician

3 weeks ago
ID
2017-2180
# of Openings
1
Department Category
Information Systems

Overview

Company Overview
Ivie & Associates is a full-service marketing solutions company that works with many of the world’s top customer service organizations.  In short, we know marketing and advertising, and we’re comfortable remaining behind the scenes, working hand-in-hand with our clients with a can-do attitude to help them achieve their marketing goals.  Acting as an extension of the client, we define our successes by their success, and we measure our accomplishments by their satisfaction. When you work with Ivie & Associates, you work with some of the biggest retailers in the U.S. and the world.

Job Overview
The primary role of the IT Support Technician is to possess an aptitude for managing/maintenance of office information technology resources, including troubleshooting, and asset documentation.  He/she should have a working knowledge of industry standards, the Company’s business, and the ability to work with internal and external clients to establish/deliver on project objectives and schedules.  Relies on limited experience and judgment to plan and accomplish goals.  

Ivie & Associates expects that the IT Support Technician will act at all times to assure the highest level of ethics, professionalism and personal performance possible.  He or she will work enthusiastically to meet or exceed all performance goals set by Ivie & Associates, and will contribute his or her utmost to assist Ivie & Associates in achieving its stated goals. Ivie & Associates, Inc. expects that all employees, including the IT Support Technician, to fully support Ivie’s position/relationship with its Clients.  

Responsibilities

The IT Support Technician is expected to:

  • Provide basic administrative support on 30+ Windows and Macintosh servers located on premise and remotely.
  • Provide first and second-level problem determination and resolution for 600+ PC and Mac systems including phones and tablets.
  • Provide on-site support of internal clients
  • Provide phone support of external clients
  • Participates in project planning
  • Research and develop solutions/suggestions for Internal and External clients
  • Obtain and install new hardware and software
  • Learn basic functions of software used by our company
  • Coordinate and implement setup of new PC and Mac workstation, servers, laptops, and tablets.
  • Troubleshoot basic network connectivity with the desktop and the local area networks
  • Maintain and support computer hardware and software for all associate within company
  • Maintain printers and printer supplies, including paper, toner and ink used for basic office functions.  (This does not include those printers used for production.)
  • Assist with training and support for computer related issues to all associates within Company
  • Configure desktop or software telephones and extensions.
  • Cover general computer security, usage and procedures with new associates
  • Suggest new computer systems and/or upgrades for Company
  • Assist with backups of company data on workstations and servers
  • Resource for all emergency situations such as network down, files not transferring, virus alerts, computer/network crashing
  • Practice software licensing compliance standards
  • Work with users in understanding problems/requests and suggest procedural solutions
  • Manage all assets using asset tracking and monitoring software
  • Keep detailed logs of user support issues
  • Daily communications with direct report
  • Keep up-to-date with the latest technology and security issues
  • Assist with maintaining basic functionality of office phone systems
  • Protect the confidential information that is part of the job functions and responsibilities.

Qualifications

Education and Experience

  • Some college or technical experience beyond high school
  • Ability to speak, read and write in the English language
  • 2 – 4 years’ experience of job-related experience
  • Strong mathematic/statistic/analytical skills
  • Basic understanding and application of concepts, practices and procedures related to PC and Macintosh desktop support
  • Desire to continue education through trade shows, seminars, special courses, etc.
  • Must have good working knowledge of Microsoft and Apple products and networks
  • A certain degree of creativity and latitude   
  • A+ Certification, MCSA, MCP or CAN certification a plus


System Skills Required

  • Microsoft Windows Server 2008 and 2012
  • Windows XP, Vista, 7, and 8 based hardware/software systems
  • Apple Macintosh OS X and IOS based hardware/software systems
  • Must have good working knowledge of network technology (DHCP, DNS, TCP/IP, Wi-Fi, LAN, WAN, etc.)
  • Laser and ink jet printing devices and drivers
  • Microsoft Office 2011 for Mac, 2010 and 2013 for Windows
  • Phone equipment including VoIP and PBX
  • Basic Cisco Switch, Router, and Firewall administration


Travel

  • Travel as required
  • Temporary assignments (out-of-town)

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