Job Description Job Description
Basic Function:
This critical IT role provides first and second level technology support for various business areas at OCC. The nature of support includes virtual servers, desktop systems, personal & networked printers, basic software troubleshooting, basic Network troubleshooting & support, basic Telephone Systems support and other responsibilities as needed.
Significant Responsibilities:
Performs specific job responsibilities:
• Performs administration and support tasks in a Microsoft Windows environment.
• Responds to first and second-level support requests from business areas via phone call or email.
• Performs troubleshooting activities and communicates with business partners to solve day-to-day issues.
• Independently researches issues and/ or collaborates with the IT team to diagnose and resolve issues.
• Monitors the OCC incident management system (Spiceworks) and follows up with assigned personnel to ensure issues are resolved in a timely manner.
• Helps to maintain a centralized source of information/documentation that enables the Help Desk staff and support technicians to recover from technology issues quickly.
• Identifies problem trends and ensures that troubleshooting efforts are completed for recurring issues until permanent solutions are created.
• Works effectively in a small team environment, exchanging ideas freely, providing input, and accepting suggestions to work towards a solution.
• Communicates ideas, situations, and status clearly and effectively.
• Is comfortable in a fast-paced environment where competing priorities will require effective time management, effective communication, and reliable follow-up.
• Participates in an on-call rotation.
Promotes OCC’s service excellence and quality. Provides excellent service to customers; builds strong relationships and team cohesiveness; focuses on quality and positive solutions; communicates respectfully; demonstrates compassion and understanding in response to customer requests/needs.
Champions OCC’s mission, vision, and values (as detailed in our 15 Essential Points of Success ); complies with policies and procedures, ethical standards, and Code of Conduct.
Job Scope:
• Organization responsibility—has no supervision or leadership responsibilities
• Communication—frequent daily contact with all levels of employees, contractors and vendors
• Confidentiality—follows company policy/procedures for all levels and types of communication
• Financial Responsibility – has no financial responsibility
• Judgment – has responsibility on certain custom mission-critical systems for the company.
• Compliance—follows company policy/procedures for Human Resources, Sarbanes-Oxley, ISO, etc.
• Travel—occasional overnight travel to out-of-state facilities
Minimum Qualifications Required:
Education and Experience:
• Experience in Microsoft Azure cloud computing configuration and administration are a plus.
• Certifications in Windows-based technologies or Cloud computing are a plus.
• High school diploma or GED with three years IT related work experience in a corporate working environment is required.
• Associate degree in a computer science/information technology-related field preferred.
Other Minimum Qualifications: Effective interpersonal, communication, and teamwork skills. Must have ample amount of knowledge with the Information Technology infrastructure to ensure timely problem resolution and to minimize service interruptions. Must be capable in handling tactical level tasks and projects.
Essential Skills, Abilities & Knowledge: CompTIA or vendor-specific certifications a plus. Work schedule will be designed to provide a balance of hours of responsibility and off time but the ability to be available 24x7 is an essential requirement.
Working Conditions: This is a partially sedentary job that requires sight sufficient for computer use and hearing sufficient for extensive, direct and/or telephone contact with customers, management, and employees. Responsibilities require an individual to be physically mobile to move around the facility. The nature of this position and the personal interactions involved require that an individual possess significant and persuasive interactive communication skills. 40+ hour on-site work week with on-call availability required. Sitting for extended periods of time, dexterity of hands and fingers to operate a computer keyboard, and mouse, and to handle other computer components, occasional inspection of cables in floors and ceilings, lifting and transporting of moderately heavy objects such as computers and peripherals. Reasonable accommodation may be made to enable individuals with a disability to perform the essential functions.