Information Management Specialist

The Information Management Specialist provides technical support to computer users Mac and Windows based workstations. The appropriate candidate will coordinate technical problem response from an IT ticketing system as well as take direction from the IT Manager and Director.

Primary Job Duties and Responsibilities

• Provides help desk and on-site support on technology systems, answering questions and helping to solve problems.
• Troubleshoot problems/questions.
• Install and troubleshoot software as necessary.
• Install upgrades, patches, and inventories via both remote and physical meaures.
• Administer basic network problems, such as user password resets.
• Setup and trouble shooting printer/faxes/copiers/ phone equipment in offices.
• Assist the senior networking staff with network security and implementations of networked systems.
• May monitor network statistics. (All of the above 90%)
• Perform any additional responsibilities as requested or assigned.  (10%)

Performance Expectations

• Provide necessary technical expertise to perform responsibilities within determined time frames and with a high degree of accuracy, quality and professionalism. 
• Prioritize and schedule daily activities while working with minimum of supervision.
• Able to effectively perform tasks in a responsive manner.
• Establish and maintain effective work relationships within the department and the company.
• Maintain a professional manner and excellent customer service skills in dealing with the computer needs of management, support staff and sales associates.
• Prioritize and creatively manage multiple projects simultaneously.
• Maintain the professional competence, knowledge and skills necessary to effectively complete responsibilities; enhance job knowledge and abilities by taking personal responsibility for professional development and training.
• Safeguard sensitive and confidential company information.
• Attend work on a regular basis and support the company’s employee policies and procedures, including workplace safety rules.
• Be available for flexible work shifts if network problems or maintenance require this of the position.

Requirements

• Bachelor’s degree in Information Systems or Computer Science or comparable formal technical training and certification; or equivalent work experience.
• Experience working in a Windows enterprise environment
• Experience working with Mac workstations
• Special technical knowledge of the techniques and procedures of software and network support for multiple users.
• Troubleshooting experience in software, hardware, networking and accessory equipment.
• Must possess good organizational skills with ability for analysis, accuracy and details.
• Must be able to work independently, be resourceful and action-oriented.
• Must be able to work flexible schedule when projects or problems warrant it.
• Excellent oral and written communication skills, including presentation skills. 
• Superior customer service and interpersonal skills.
• Effective analytical, problem-solving and decision-making skills.
• Project management skills; ability to prioritize and handle multiple issues and projects concurrently
• Excellent English, Spoken & Written.
• About 5 years of experience at the same level.

Preferred

• Experience with Unix scripting
• Experience with Mac enterprise environments
• Experience with Active Directory
• Familiarity with enterprise server rooms, MDFs, and/or IDFs.