- Utilize knowledge and technical expertise of computer systems and general network and infrastructure administration skills to perform hardware configuration management, system testing, software upgrades, troubleshooting, and provide quality end-user support.
- Utilize ticketing systems to answer user questions, solve desktop/laptop and computing issues, if necessary, direct support calls to the appropriate technical team member for resolution.
- Provide telephone and online remote software/computer troubleshooting support for local and offsite users to resolve network, computer, and software issues.
- Provide desk-side assistance, including troubleshooting and replacing desktop and peripheral equipment.
- Apply diagnostic techniques to identify problems, investigate causes, and recommend solutions.
- Ensure all tickets worked to include clear documentation of the problem, solution, end-user identity, completion time, end-user satisfaction, and other technical metrics.
- Analyze and assess equipment and performance degradation, including determination of hardware, software, and/or other technical changes necessary.
- Provide assistance in maintaining inventory control and location records of State-owned IT equipment, software and disposal of property as required.
- Collect statistics on hardware, software, system problems, security incidents, maintenance service calls, and user base.
- Provide daily and weekly status reports of ongoing efforts.
- Adhere to all security, change control, and MHBE Project Management Office (PMO) policies, processes, and methodologies.
- Note: The candidate must be flexible to work overtime as needed, including weekends, holidays, and off-hours.
- A minimum of seven (7) years of experience in an enterprise IT environment supporting computer hardware, software, and/or enterprise applications.
- A minimum of three (3) years of experience using JIRA, Service now or other help desk ticketing applications.
- A minimum of three (3) years of experience supporting Lan, Switching, and Wireless Access Points (WAP) or related.
- A minimum of three (3) years of experience managing enterprise antivirus solutions.
- Proficiency in using MS Active Directory, Microsoft Windows Server, MS Office Suite products, Enterprise Application and experience with Google Suite.
- Experience supporting desktop and laptop operating systems using Windows 11, Linux and MAC OS.
- Experience managing Multi-Function-Printers such as Lexmark/HP/Canon/Konica etc.
- Experience in network technologies such as LAN and WAN, network protocols such as TCP/IP, UDP, and DHCP, and network devices like routers, switches, firewalls, or servers.
- Possesses excellent communication skills to handle a diverse team of stakeholders requesting technical support tactfully.
- Ability to learn new technical concepts quickly and stay abreast of current trends.
- Ability to lift and carry desktop equipment such as laptops, computers, and monitors.
- Ability to work collaboratively with various technical teams, business users, managers, and other non-technical staff.
- A minimum of five (5) years of experience managing Active Directory Environment or Servers.
- Experience as a Service Desk Administrator of JIRA or other similar products.
- Experience with using ServiceNow IT Service Management suite or equivalent.
- Possess Dell Laptop and Desktop certification.
- Possess Dell Certified Systems Expert (DCSE) Certification.
- Possess Apple Certified Support Professional (ACSP) 10.10 Certification or a minimum of three (3) years of experience supporting Mac OS/Apple systems in enterprise active directory environments.
- Possess Microsoft Certified Solutions Expert certification or a minimum of five (5) years of experience managing an Active Directory environment.
- Possess Cisco Certified Network Associate (CCNA) or Juniper Certifications.
- Possess any Endpoint Protection Certificate or hands-on experience managing McAfee EPO or similar encryption Tools.
- Experience working with the Project Management Office (PMO) processes, policies, and procedures.
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What We Do
TriTech Enterprise Systems, Inc., is an Information Technology (IT) Consulting company committed to increasing the competitive advantage of our clients by providing cutting edge solutions through innovation, research and the application of emerging technologies. Consulting Services TriTech provides consulting services to both large and small clients in the federal, state and local arenas. We provide detailed solutions in: Website Design, Online Store, Online Marketing, Search Engine Optimization (SEO), Selling Globally Online, Online Assessment Program and Project Management TriTech works closely with your team to initiate, plan, control, execute, and close out a major program, from developing a major new technology, installing a state-of-the-art system, reengineering an enterprise, or implementing new processes and tools to improve quality, cost, or delivery performance. Network Infrastructure Our experienced technical consultants design, implement and maintain your LAN and WAN. We provide upgrades, configuration, administration, service desk services and computer repair. We can assist your organization in designing an existing network or a completely new network both for today's needs and tomorrow's technology. Data Management TriTech can provide a database solution designed to enhance your efforts to support customers. We have extensive experience in developing and maintaining database systems. System Integration and Testing TriTech consultants will provide requirements analysis, systems analysis, systems architecture design and development, architecture implementation, test plans and testing, deployment and maintenance for your new or existing IT system. Information Assurance TriTech provides leading edge information assurance and systems security solutions. Our specialists will work closely with you to evaluate the security posture of your IT resources and recommend solutions in line with your business needs.
