Network Administrator III

Responsibilities

• Solve incidents and requests or refer to other IT groups when necessary.
• Ensure that all interactions are documented via the electronic service request management software with clear technical descriptions of incidents / requests, work done to resolve, root causes and indicating all client interactions.
• Conduct detailed evaluations of new technology and educate IT staff on merits, weaknesses and recommendation on adoptability for the client.
• Manage automated deployment of software application upgrades to enterprise client computing environment. This includes comprehensive acceptance testing of packages as well as development of packages.
• Manage automated deployment of client security updates to enterprise. This includes (but is not limited to): desktop OS patches and hotfixes, cumulative service packs, and IE updates. Also, manage deployment and updates of desktop anti-virus solutions.
• Define, maintain and enforce IT infrastructure standards and collaborate with the Systems Engineering group and provide enhancements and modifications based upon business customers’ requirements.
• Recommend procedures and standards to improve the level of support and interface with other members of IT, ensuring the rapid resolution of technical issues. This will be put into practice through creating, developing, and maintaining technical SOP’s, work instructions, policies and procedure documents.
• Develop, maintain, and recommend company Hardware and Software standards for the client.
• Serve as secondary / tertiary level of technical support for Help Desk staff.
• Generate customer facing documents. Desk guides, training aids, quick reference guides and other aids to make customers self sufficient.
• Maintain enterprise client imaging solutions. This includes (but is not limited to): GHOST server administration, image updates, testing and acceptance of new software, patches, as well as minor revisions.
• Manage desktop software licensing and desktop hardware inventory to ensure proper compliance and asset tracking.

Requirements

• Minimum 11 years experience providing end user assistance in a networked Windows environment.
• 3 years help desk, service desk, or support center experience including supporting remote users or sites and home office configurations and executive level staff.
• 5 years desk side support in a Windows/Intel environment (Dell experience a plus).
• 2 years desktop system engineering experience.
• Installing, configuring, troubleshooting and supporting Windows applications.
• Knowledge of Microsoft Office applications is required, including Outlook, Word, Excel, PowerPoint and Visio.
• Supporting Intel based desktop and laptop hardware. Ability to troubleshoot issues with peripherals, communication issues, etc.
• Supporting handheld devices, (Smartphones, Windows Mobile, iPhone or similar).
• Supporting remote users, troubleshooting DSL, Cable, Wireless Home routers.