Help Desk - Network Technician

Company Name:
Laticrete International
This position is responsible for handling first and second level support of service requests. This relates to all technology, including but not limited to: workstations, servers, printers, networks, and vendor specific hardware and software. This position is also responsible for the design and implementation of internal systems, as well as providing technical assistance to team members with system and network requests.

Essential Job Functions & Responsibilities:
Field support incidents via local IT ticketing system, telephone, email, and walk-up. Document all requests and log them via the ticketing system. Review all open tickets on a regular basis and follow up as needed / requested. Follow-up with end-user when tickets are resolved in order to close ticket.
Maintain workstations (local, remote and telecommuters) and address issues such as hardware replacement (i.e. break/fix), operating system upgrades, etc., as they arise.
Resolve network connectivity issues.
Basic and more advanced technical support at the network level: LAN connectivity, routers, firewalls, and security.
Monitor the remote monitoring and management system alerts and notifications, and respond accordingly.
Maintain and improve knowledge of Help Desk procedures and tools.
Remote access solution support: VPN, Terminal Services.
Support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, etc.
Perform user account management via Active Directory (i.e. add /change / password reset).
Maintain Mobile Device Management software for all end-user mobile devices (iPhones, iPads, Droids).
Maintain documentation such as Inventory spreadsheets and network diagrams, etc., update as necessary.

Job Specifications/Skills:
Advanced knowledge of Windows XP Pro / Windows 7 Pro / MAC OS / Active Directory.
Knowledge of Microsoft Office 2003 - 2013 (Word, Excel, PowerPoint, Outlook).
Advanced understanding of operating systems, business applications, printing systems, and network systems.
Mobile Device technology (iPhones / iPads / Droids). iOS upgrades, troubleshooting techniques.
Knowledge of virtualization technology (VMware).
Physical ability to lift, move and/or carry minimum of 50 pounds.
Team cooperation - maintain positive, cooperative attitude with all employees of LATICRETE and all customers.
Bachelor's degree or 3-5 years' experience in related field.
Professional IT Certifications a plus: MCP, VMware VCP
5% travel (travel may be required to remote facilities within the US).

Nonessential Job Functions:
Performs other directly related appropriate duties and assumes accountabilities as apparent or as delegated, including mutually agreed upon objectives.

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