IT Infrastructure Support Engineer

Essential Duties And Responsibilities

Provides customer service to internal customers, responding to their needs, issues, concerns and requests.

Establishes and maintains regular written and in-person communication with all levels of end users.

Prioritizes incoming calls and/or emails regarding hardware problems, checks help desk system for assigned entries; assigns, escalates or responds to help desk tickets as appropriate.

• Develops and maintains an inventory of all end user hardware and related equipment including POS hardware and mobile/scan gun devices.
• Installs, configures, tests, maintains, monitors, and troubleshoots end-user hardware and related equipment and software in order to deliver required desktop service levels.
• Ensures physical connections and network connectivity of all servers, workstations, telephony/fax equipment, Point of Sale (POS), scan guns/mobile devices and other network appliances are in proper working order.
• Manages and coordinates administrative activities and operational support for large, complex systems and all of their components.
• Coincides enterprise infrastructure hardware and software installation and upgrades.
• Administers user access to Dixieline/San Lorenzo and Dixieline ERP systems/applications.
• Maintains system operator message queue for AS400/iSeries and ensures system readiness for nightly backups.

Competencies

• Highly self-motivated and directed, with keen attention to detail and strong customer service orientation.
• Excellent verbal and written communications skills.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.
• Knowledge of help desk problem management systems and ability to document problem/solutions in help desk log.
• Strong, hands-on technical knowledge of network and PC operating systems.
• Familiarity with AS400/iSeries operations a plus.
• Familiarity with Millworks applications a plus.

Work Environment / Physical Activity

• Work is in an office setting and generally sedentary with physical effort associated with using a computer, and will involve walking or standing for periods of time.
• Will be required to lift, carry, push, pull, or otherwise move objects up to 50 pounds.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and to handle other computer components.

Primary Support

Supervises Primary support for Millworks software.

Supervisory Responsibilities

This job has no supervisory responsibilities.

Minimum Requirements

• High School Degree and a minimum of 1 year of directly related experience or equivalent combination of education and experience.
• COMPETENCIES: Highly self-motivated and directed, with keen attention to detail and strong customer service orientation; Excellent verbal and written communications skills; Proven analytical and problem-solving abilities; Ability to effectively prioritize tasks in a high-pressure environment; Experience working in a team-oriented, collaborative environment; Knowledge of help desk problem management systems and ability to document problem/solutions in help desk log; Strong, hands-on technical knowledge of network and PC operating systems; Familiarity with AS400/iSeries operations a plus; Familiarity with Millworks applications a plus.