General tasks and responsibilities will include: + Develop an understanding and use of system management tools, utilizing Jamf, Apple Business Manager, Workspace One, Google Workspace, Nexthink, Device Automation, Enterprise Connect and additional technologies. + Develop an understanding of the infrastructure systems that support the environment, Active Directory, Network infrastructure etc. + Assist with the administering of systems used to support the end user devices + Assist with the planning and testing the required configuration profiles to configure the devices as needed. + Assist with troubleshooting hardware, software and associated peripherals throughout the enterprise. + Assist with proactively identifying any ongoing device issues, observing reoccurring incident trends. + Assist with the coordination of device operating system upgrades, ensuring notifications are sent out about scheduled downtime required to complete the upgrades + Assist with the testing of system and application updates for device deployments leveraging service automation tools. + Providing direct, over the phone or remote troubleshooting of end user devices and coordinate with local technical staff as appropriate to resolve issues in a timely fashion. + Use diagnostic tools to troubleshoot problems associated with the infrastructure, workstation hardware or software and applications, leveraging tools capabilities and methodologies to resolve problems. + Attend and collaborate in meeting with vendors and client as required + Required to travel to the various facilities within the five boroughs to provide onsite support to resolve escalated issues. + Where and when restoration activities are beyond the scope, escalate within the End User Innovations team to have the issue resolved + Follow through to ensure that escalated items are resolved. + Performs walkthroughs of the facilities to validate and physically verify the location of supported equipment + Responsible for ensuring that documentation is completed for installation process and procedures and that it s disseminated to the required support staff. + Performs general preventative and remedial maintenance tasks on servers, end user devices and any other authorized peripheral equipment. + Performs work in compliance within specified warranty requirements and returns defective equipment/parts to maintenance inventory, document customer repairs, maintains and restocks assigned parts inventory + Accurately and promptly record incidents and service request ticket work logs and service restoration activities in the incident management system with the date, time and restoration activities summaries + Maintains, follows and consistently demonstrates a general knowledge of client guidelines, processes, practices and procedures + Preparing and willing to do any other reasonable and lawful instruction and task on time and correctly + Managing time efficiently, effectively, set priorities appropriately, schedule calls, able to maintain professional demeanor under stress and operates within the standard operating procedures Minimum Qualifications: + Setting up new users and giving them access to the intranet + Managing and maintaining the file servers + Operating the firewall for the organization + Monitoring the internet connection for security risks + Employing the latest security protocols + Monitoring the local area network (LAN) for threats or errors Educational Level: + A Baccalaureate Degree from an accredited college or university with a major in Computer Science, Systems Engineering, applied Mathematics, Business Administration, Economics/Statistics, Telecommunications, Data Communications, or a related field of study; and + Five (5) years of progressive, responsible experience in the field of data processing, computer systems, and applications. + Operations Specialty requires supervisory experience (5 years). + Network Services requires a telecommunications background and experience. + Broad knowledge and expertise in the characteristics of computers, peripheral devices, communications systems and hardware capabilities, programming languages, E.D.P. applications, systems analysis methodology, data management and retrieval techniques; or + A satisfactory equivalent combination of training, education, and experience. Years of Experience: + Five (5) years of progressive, responsible experience in the field of data processing, computer systems, and applications. + Operations Specialty requires supervisory experience (5 years).