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Job Title: Systems Specialist III (Day Shift)

Department: Information Technology

Reports To: Systems Specialist Supervisor

Summary

This position is distinguished from other System Specialist positions due to increased responsibility and autonomy of duties performed, including heavy project/initiative participation. This more experienced position will address escalations from a Systems Specialist II, Systems Specialist I, or Systems Specialist Intern by providing greater technical expertise on desktop computers, enterprise applications, operating systems, misc. hardware, peripherals, and software. A Systems Specialist III will be required to assist on some network applications and on non-enterprise applications issues. In this capacity, these positions will provide technical knowledge and support on desktop computers, enterprise applications, operating systems, misc. hardware, peripherals, and software. A Systems Specialist III will also provide support for telecommunications, network, and audio video issues.

Supervisory Responsibilities

This job has no supervisory responsibilities.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Lead implementation of IT Support project and initiatives utilizing IT Project Management Methodology
• Acts as IT Support Subject Matter Expert (SME) for all other IT projects and initiatives
• Point of contact for new IT Support acquisitions
• Assist Business/Systems Analysts with IT liaison duties
• Works closely with IT Support Supervisors to maintain overall IT Support quality control standards
• Third point of escalation for IT Support on all break/fix issues.
• Keeps abreast of all department communications (i.e. email, system logs, IT request system, voice mail, and wireless telephones) regularly and efficiently in order to perform one's duties.
• Ensures the privacy and confidentiality of all personnel matters inclusive of the performance of any computer work and/or special projects.
• Performs all responsibilities of the Systems Specialist II and Systems Specialist I as necessary.
• Collects, develops, and analyzes data to resolve problems and to assist in planning.
• Proactively receives escalations from System Specialists to facilitate the resolution of technical problems.
• Ensures integrity and consistency of desktop installations in collaboration with IT Support management, Network Manager, Network Administrators, Business Systems Analysts, and System Administrators.
• Assists with the repair, maintenance and operation of all company-owned or leased computers and related equipment.
• Processes asset disposal and destruction in compliance with the Asset Recovery Procedures.
• Maintains all company assets utilizing SCCM and CRM Asset Management Database.
• Assists in creating assignments for all Support staff with regard to new deployment and PC/printer refreshes by placing requests into a general job queue.
• Identifies improvement opportunities. Examples include but not limited to tools, processes, procedures, installation, configuration and troubleshooting techniques.
• Investigates problems for users in coordination with System Specialist II and System Specialist I
• Handles user problems effectively and escalates problems as needed using the department's escalation procedures.
• QA's procedures and documents relating to IT Support issues.
• Adheres to all documented Service Level Agreements (SLAs).
• Trains end users on the proper use of computer equipment and basic network operations.
• Consults with vendors and technical staff to resolve technical issues.
• Functions as a trouble-shooter, when needed, to identify and remedy hardware and software issues.
• Documents all work completed in the IT Request system and/or appropriate system logs.
• Develops procedures or processes that others can execute.
• Trains all other System Specialists as necessary.
• Creates/Inspects open / closed service tickets for accuracy and compliance. Makes necessary revisions and comments including confirmation with customer on issue resolution.
• Attends meetings and training as required.

Education and/or Experience

• High School diploma or GED required
• Associates Degree in related field preferred
• 7 years related technical support experience in a professional IT environment
• Or an equivalent combination of education, certifications, and IT work experience

Certificates, Licenses, Registrations:

• A+ and Net+ required
• SCCM Certifications Strongly Preferred
• Microsoft Certified Solution Expert, VMWare Certified Associate, or Certified CISCO Network Associate required
• VMWare Certified Professional or Certified CISCO Network Professional preferred
• Or an equivalent combination of certifications and IT work experience

Computer Skills

• Must have an advanced understanding of Microsoft Windows and LAN/WAN networking required

Other Qualifications

• Strong technical and troubleshooting skills required.
• Strong to excellent time management and organizational skills required.
• Must possess strong customer service and communication skills and the ability to creatively seek out and implement innovative solutions.
• Must have ability to effectively present information and respond to questions from groups of Senior Staff, Front line and back of house managers, clients, vendors and customers.
• All Systems Specialists must be able to work weekends and/or evenings as required. Strong to excellent vendor and Service level management.

Language Skills

Must be able to read, write, speak and understand English.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this Job, the employee is regularly required to stand or sit for extended periods of time; walk; use hands and fingers to handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; talk or hear and taste or smell. The employee must be able to lift and /or move up to 50 pounds. Must have ability to work with specialized hand tools for installation/repair and occasionally work in tightly confined spaces. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. While performing the duties of this Job, the employee is regularly exposed to moving mechanical parts; high, precarious places; secondary smoke and risk of electrical shock. The noise level in the work environment is usually moderate.