Enterprise Site Support

Davis Technology Management is a successful technology company in the IT staffing, Technology Consulting and IT Managed Services sector. The Enterprise Site Support Analyst is a member of the team within IT Operations. The incumbent will interact with all levels of users in the company, including senior executives. He or she must have the ability to work well under pressure in a rapidly changing environment with some supervision and guidance from the supervisor.

Responsibilities

Support site equipment such as, but not limited to, Local Area Networks, voice and data communications, site hardware and software and site infrastructure; Directly or indirectly assist other groups in IT services to help them complete their specific tasks; Maintain high levels of internal customer satisfaction with utmost respect and dedication; Meet or exceed mutually established key objectives; Maintain high level of standards in interpersonal skills such as verbal and written communications; Maintain high level of technical skills and strive to expand on technical knowledge through self-education or company provided education; Follow and enforce IT corporate standards and policies; Troubleshoot hardware, software, and data network problems for individual users; Install, repair, and provide preventive maintenance of personal computer and related systems; Complete required logs and reports of maintenance activities; Provide training and technical assistance to users on hardware and software applications; Perform hardware and software moves, adds, and changes; Participate in the analysis and resolution of network problems and malfunctions; Participate in the design, testing, implementation, and maintenance of PC/LAN systems

Requirements

Experience in setup, configuration, troubleshooting of desktop hardware and software (Windows 11 is required); Experience with Windows desktops and laptops in a networked environment; Knowledge of Microsoft Office 365, cloud-based applications, e.g., OneDrive, SharePoint, etc.; Knowledge of TCP/IP networking and related network services (i.e., DNS, SMTP, DHCP, etc.); Knowledge of Active Directory concepts and support; Experience supporting a variety of Wi-Fi-enabled devices; Experience supporting remote users and able to work effectively in a high-stress, fast-paced environment; Excellent problem solving and communications skills, especially over the telephone; Good interpersonal skills, highly energetic and attention to customer service; Must have at least three years of experience supporting local area networks, preferably Windows NOS and high-performance servers; Must have at least three years of experience with various desktop operating systems, Microsoft Office 365 under Windows 11 O/S is required; Must have at least two years' experience supporting mobile devices in a global environment with at least two of the following operating environments: iOS or Google Android; Strong understanding and experience of mobility software applications and support of those applications (iTunes is a plus); Experience must include network support and backup/recovery disciplines; Previous experience supporting and maintaining data communications equipment in LANs/WANs/Wireless, network switches and mobility products such as VNC and VPN is desirable; Understanding of wireless technologies is preferred; Three or more years of technologies experience, messaging and hosted value-added services for web and/or cloud services including exposure to Exchange, SharePoint, OneDrive, and Office365; Previous experience working in a technical support role, especially with heavy user interaction, is highly desirable; Previous experience with Avaya Systems and RingCentral preferred, or any other telephony equipment is a plus; Bachelor's degree from four-year college or university or equivalent experience is desirable; Experience working in a structured, process-driven environment; Experience supporting IT hardware and software; Possess a driver's license; Must have, or be able to obtain a TWIC card; As needed, must be able to work flexible hours when required to accomplish tasks during non-business hours to reduce impact to the 24/7 terminal operations

Nice to have

Experience supporting a campus environment with geographically dispersed locations; Experience with Apple laptop and desktop support; Experience with iOS devices in a networked environment