SYSTEMS SPECIALIST III - TALKING STICK RESORT

Essential Duties and Responsibilities

• Led implementation of IT Support project and initiatives utilizing IT Project Management Methodology
• Acts as IT Support Subject Matter Expert (SME) for all other IT projects and initiatives
• Point of contact for new IT Support acquisitions
• Aids Business/Systems Analysts with IT liaison duties
• Works closely with IT Support Supervisors to maintain overall IT Support quality control standards
• Third point of escalation for IT Support on all break/fix issues
• Keeps abreast of all department communications regularly and efficiently
• Ensures the privacy and confidentiality of all personnel matters
• Provides technical knowledge and support on desktop computers, enterprise applications, operating systems, misc. hardware, peripherals, and software
• Assists with the repair, maintenance and operation of all company-owned or leased computers and related equipment
• Maintains all company assets utilizing SCCM and CRM Asset Management Database
• Aids in creating assignments for all Support staff with regard to new deployment and PC/printer refreshes by placing requests into a general job queue
• Identifies improvement opportunities
• Investigates problems for users in coordination with System Specialist II and System Specialist I
• Handles user problems effectively and escalates problems as needed using the department’s escalation procedures
• QA’s procedures and documents relating to IT Support issues
• Adheres to all documented Service Level Agreements (SLAs)
• Trains end users on the proper use of computer equipment and basic network operations
• Consults with vendors and technical staff to resolve technical issues
• Documents all work completed in the IT Request system and/or appropriate system logs
• Develops procedures or processes that others can execute
• Trains all other System Specialists as necessary
• Creates/Inspects open / closed service tickets for accuracy and compliance. Makes necessary revisions and comments including confirmation with customer on issue resolution
• Attends meetings and training as required

Education And/or Experience

• High School diploma or GED required
• Associates Degree in related field preferred
• 7 years related technical support experience in a professional IT environment

Computer Skills

• Must have an advanced understanding of Microsoft Windows and LAN/WAN networking

Physical Demands

• Regularly required to stand or sit for extended periods of time; walk; use hands and fingers to handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; talk or hear and taste or smell
• Must be able to lift and /or move up to 50 pounds
• Must have ability to work with specialized hand tools for installation/repair and occasionally work in tightly confined spaces
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus
• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this Job. While performing the duties of this Job, the employee is regularly exposed to moving mechanical parts; high, precarious places; secondary smoke and risk of electrical shock. The noise level in the work environment is usually moderate.