· Performs day-to-day end-user support for a wide range of computer hardware, software, applications, and data and voice networks. · Partners closely with business customers to ensure computing needs are met by providing end user training, assisting with network connectivity, and identifying, troubleshooting, diagnosing, and thoroughly resolving problems. · Serves as primary point of contact to set up and maintain network security. · Supports organizational information technology initiatives and maintenance by performing some or all of the following: system configuration, infrastructure support, system administration, system analysis, database maintenance, installing and upgrading equipment components and software, and planning for/responding to service outages and other problems. · Performs software installations, software updates and hardware maintenance in accordance with documented policies and procedures. · Identifies opportunities for process and procedure enhancements to drive efficiency and customer service levels. · Conducts research on emerging desktop software, hardware and networking, recommending innovative and cost-effective solutions to customer problems. · Accurately and fully documents all troubleshooting and steps taken to resolve case within the IT support ticketing system, ensuring tickets are created for all work done. · May assist with procurement, inventory control and equipment life-cycle planning activities for technical hardware and software across the company. · Fosters positive relationships by offering quality, courteous, detail oriented customer service. · Performs other related duties as assigned to meet the needs of the business.
The Business Systems Analyst will be responsible for application support, automation workflow design, change management, system administration, and project management. Individuals accepting this role will be asked to be the primary subject matter expert and product owner for our core ERP system which runs on the IBM iSeries platform utilizing DB2 and RPGILE programming language. In addition, is responsible for overseeing and actively engaged in designing, building, and maintaining the entire environment for this core ERP application working with the overseeing multiple vendor partners who provide remote managed services to maintain the iSeries and ERP application. Communication at all levels of the organization is required.
Maintain essential IT infrastructure, including operating systems, security tools, applications, servers, email systems, laptops, desktops, software, and hardware. 2. Take responsibility for projects and solutions within the larger business initiative. 3. Handle business-critical IT tasks and systems that provide commercial advantage in the global marketplace. 4. Enable faster and smarter business processes and develop analytics for meaningful insights. 5. Work with internal and external partners to communicate project status, activities, and achievements. 6. Perform server administration tasks (ex: user/group, security permissions, group policies, print services), research event-log warnings and errors, and monitor resources to ensure that systems architecture components work together seamlessly. 7. Monitor data-center health using existing management tools and respond to hardware issues as they arise; help build, test, and maintain new servers when needed. 8. Maintain internal infrastructure requirements, including laptop and desktop computers, servers, routers, switches, firewalls, printers, phones, security updates, support internet, intranet, LANs, WANs, and network segments. 9. Experience with VMWs required. 10. Experience with cloud technology, especially Azure, AWS & Google Cloud 11. Assist the help desk and other teams with troubleshooting to identify root cause and provide technical support when needed. 12. Perform routine and scheduled audits of all systems, including backups. 13. Patch management. 14. Systems installation and configuration. 15. Performance monitoring. 16. Regular and reliable attendance expected.
