Essential Duties and Job Responsibilities
- Install, analyze, troubleshoot, and resolve issues with operating system and application software, patches and upgrades and identify critical updates and implement as needed.
- Regularly monitor internal network, LAN and WAN to troubleshoot and resolve issues as proactively as possible, including regular security monitoring.
- Assess when assistance from external vendors is needed, then coordinate and aid their efforts.
- Document system processes to add to the corporate technical knowledge base.
- Recommends, implements, and maintains solutions that meet Information Technology standards.
- Maintain user accounts with special attention to security on all data and voice systems.
- Provides a high level of support including technical assistance and training to system users.
- Manage local and remote connectivity via LAN/WAN, Wifi, VPN and thin clients.
- Recommend and maintain corporate security policies and systems, including firewalls, intrusion detection systems, virus and spam filters.
- Oversee the management of all IT hardware and software assets.
- Act as the primary technical lead on Incident Response Team, including handling after-hours support as needed.
- Support and administer third-party applications and Define network policies and procedures.
- Define network policies and procedures.
- Manage day to day operations of internal support team, including establishing and implementing department policies and procedures, identifying and implementing process improvements, and ensuring quality, service and productivity metrics are met.
- Supervises and develops staff (IT Help Desk Specialist & IT Help Desk Technician) to maintain and enhance engagement, skill proficiency, and productivity including interviewing, hiring, onboarding, training, coaching, performance management and assigning and directing work. Also managing payroll and expenses within budget.
- Creates team schedules, ensuring proper team coverage and reviews and approves timecards.
Competencies (Knowledge, Skills and Abilities needed for the role) To perform the job successfully, an individual should demonstrate the following competencies:
- Ability to work on assorted servers, including file/print, Azure, O365, VMWare and Microsoft HyperV.
- Ability to learn additional systems as needed.
- Demonstrate outstanding communication skills, active listening, empathy, professionalism, advance analytical and problem-solving skills.
- Communicate effectively, both verbally and in writing, with a wide variety of people.
- Ability to reason logically regarding operational aspects of applications and departmental functions.
- Ability to work in a fast-paced, structured, high-volume environment with the ability to maintain composure in stressful circumstances and diffuse escalated situations.
- Has good attention to detail and accuracy in all aspects of work and documentation.
- Ability to make judgement calls in the moment to help end users while being fair to both the end user and the organization.
- Excellent organizational skills managing multiple priorities and help desk staff
- Ability to perform role in alignment with company values.
- Thorough understanding of department processes and policies.
Once fully trained in, on-site, you will have an opportunity to work hybrid if desired. Job Qualifications Education/Experience:
- Bachelor's degree in Computer Science, Information Technology, Information Systems, or related field, or equivalent work experience.
- 5+ years network or systems administrator experience required. Experience in corporate or retail environment preferred.
- 3-5 years' experience in Fortinet administration.
- 3-5 years' experience in Windows server 2016 and later operating system installation, configuration, and maintenance skills.
- In-depth knowledge of Office 365 Administration, Azure, Active Directory and Group Policies, Microsoft InTune, Office 365 Hosted Exchange, ZenDesk and Wireless Technology.
- Hands on experience with VoIP managed systems.
- Experience with NetSuite ERP a plus.
About The Company: Warners' Stellian is the Midwest's retail appliance specialist. Family owned and operated for more than 60 years, we provide an unmatched shopping experience with exceptional service at 12 great store locations. Warners' Stellian is committed to equal employment opportunities and to fostering an inclusive, equitable and accessible environment where all associates feel valued, respected, and supported. If you need assistance or an accommodation during the application or interview process, you may call us at 651-###-####.