System Support Specialist

**Summary/Objective**

**Essential Functions**

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Oversees the day-to-day operation of hardware and networks, including:

- Ensure proper recording, documentation and closure of assigned IT tickets.
- End user support including hardware/software support, training, and special projects.
- Assists with planning, design, and implementation of data connectivity for local area network (LAN) and wide area network (WAN) systems
- Assists in coordinating special projects including network related wiring plans, LAN/WAN hardware/software purchases, and system installation, backup, maintenance and problem solving
- Assists in providing network and remote connectivity hardware/software support
- Maintains LAN documentation including network map, hardware inventory, configuration documentation and backup.
- Researches and recommends network and hardware solutions per need
- Assists in installing, designing, configuring, and maintaining system hardware and software
- Analyzes and troubleshoots the network logs and tracks the nature and resolution of problems
- Monitors usage to ensure security of data and access privileges
- Installs, supports, and maintains both physical and virtual network servers and appliances
- Assist with installs, maintenance, and troubleshooting of the Storage Area Network (SAN)
- Establishes and maintains user accounts, profiles, file sharing, access privileges, and security
- Researches, analyzes, monitors, troubleshoots, and resolves server or data network problems
- Develops, maintains and implements data management policies including archiving procedures
- Assists in planning, coordinating, and consulting with vendors and clients for hardware/software purchases, product services, and support
- Keeps current regarding new hardware/software products for system enhancements
- Assists and provides support to the ERP Team as necessary, including processing general EDI reports and updating pricing
- Performs scheduled network tasks, updating anti-virus definition files, monitoring network servers, and providing end user support for continuous operations

End User/E-mail/Internet/ Systems Support would include:

- Provides first level contact and convey resolutions to customer issues
- Gather business and end user requirements
- Properly escalates unresolved queries to the next level of support
- Walk customers through problem solving process
- Follow up with customers, provide feedback and see problems through to resolution
- Utilize excellent customer service skills and exceed customers' expectations
- Providing systems training and software support
- Providing documentation and updating user manual as needed
- Managing anti-spam and anti-virus servers
- Providing solutions to customer identified problems
- Analyzing and evaluating personal computing products, devices, and systems available in the marketplace for affordability, compatibility, expandability, and ease of use/support
- Analyzing functionality and risks for mobile computing devices, including policies and approaches for managing security and data back-up in bring-your-own-device (BYOD) environments

**Competencies**

Execution Excellence, Anticipations/Manages Complexity & Change, Collaboration (Mutual Respect), Earn Customer Loyalty (Internal/External)

**Supervisory Responsibility**

This position does not supervise employees or have supervisory responsibilities.

**Work Environment**

This job operates in a professional manufacturing office environment. This role routinely uses standard office equipment.

**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 occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; talk or hear. The employee must occasionally lift or move office products and supplies, up to 30 pounds.

**Position Type/Expected Hours of Work**

This is a full-time position. Days and hours of work are Monday through Friday. This position may occasionally require longer hours and weekend work.

**Travel**

Minimum of two weeks of travel will be required for this position including to Mexico/Canada. Larger projects will increase travel time. Must have the ability to obtain a passport in first 180 days of employment.

**Required Education, Skills and Experience**

Any combination of education and training equivalent to possession of an Associate's degree in computer science, information engineering, or other related areas. Such education should be at a level which demonstrates the ability to perform duties comparable to those listed herein.

Experience in
- All areas of local and wide area networks management and administration including s