Job Description

Main Office is located at 415 Norway Street, York PA

Responsibilities

Level 1 support of desktops, phones, virtual machines, and servers
Research, plan, install, configure, troubleshoot, maintain, and upgrade hardware and software interfaces with the operating system
Monitor system performance, ensuring uptime and successful backups
Manage IT Asset inventory
Participate in an after-hours (24x7) support on-call rotation
Individual, Team and Company Participation

Expectations

1. Helpdesk Support

Level 1 support of desktops, phones, virtual machines, and servers
Resolve Level 1 tickets pertaining to all IT solutions within appropriate time frame (no Level 1 ticket should be open longer than a week)
Troubleshoot tickets and escalate to proper parties when outside Level 1 scope
Respond to end users within 4 hours of ticket creation
Add and remove new users on the network as needed

2. Systems Maintenance

Manage windows updates and ensure servers and desktops are up to date
Document (and keep current) system processes and procedures
Add (setup) or remove mobile devices, desktops, and servers as needed
Update, install, or replace aged or failing hardware

3. Performance Monitoring

Make sure all endpoints are protected with antivirus
Ensure successful back-ups of all servers
Monitor network alerts for critical issues
Remediate or escalate alarms related to infrastructure

4. Manage IT Asset inventory

Inventory IT assets as they are procured
Track / update inventory possession as employees come and go

5. Participate in an after-hours (24x7) support-on-call rotation

Main point of contact one week per month
Respond to emergency tickets and support calls within 4 hours of issue creation

Job Tags

Work at office,

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