Key Responsibilities:

• To analyze, design, document, deliver and support the IT systems, software and services to Richardson end-users which may include desktops or laptops, smartphones, phone systems, printing, general connectivity/networking, device image/OS’s, internally developed or purchased applications and systems/software
• To receive incidents and requests from the end-user community, triage those items in a timely manner, document those items and facilitate their processing in a documented, standard and measurable manner in Richardson ITSM
• To maintain a high level of knowledge and expertise on all technical support related specialties and consoles
• Participate in small, medium and large sized projects on an as required basis
• To ensure that security and access controls are considered in the delivery of service
• To work with others within IT, OT and external vendors to ensure the proper delivery of services
• On call and travel is a required part of this role

Qualifications:

• Technical education and/or equivalent industry experience, any technical certifications or training would be an asset
• A strong working knowledge of client compute technologies
• Strong technical and troubleshooting skills
• Organized with good time management and customer service skills
• Ability to work well with other members of IT, OT and staff across the organization
• Experience with following systems would be an asset; Microsoft/Office 365, WAN/LAN platforms (Fortinet/Ruckus), Teams Rooms (Lenovo/other), hosted VoIP (RingCentral), VMWare/vSAN, DNS/DHCP/VLAN, Windows and Linux server platforms, UPS mgmt. (Eaton), camera and card access security systems (Meraki/other DVR)