Description
Responsibilities- Maintains smooth operation of multi-user computer systems, including networks.
- Duties may include setting up user accounts, maintaining library of system documentation and installing system-wide software and allocation of mass storage space.
- Activities may include administration of personal computers, client Servers, electronic mail, on-line and Internet resources, local area networks and wide area networks, and standard application software products.
- Interacts with users and analyzes vendor products.
- May recommend purchase of hardware and software, and coordinates installation with vendors and/or technicians.
- Trains internal users.
- Develops and monitors policies and standards of allocation and use of office automation equipment and resources.
- Responsible for Level 2 support, trouble-shooting, root cause analysis, trending, performance analysis and resolution in the area of Windows, Citrix, File, Print VMWare and Web technology.
Qualifications
- 7-9 years of Experience
- Bachelor's degree in Computer Science, Engineering, or related discipline
- At least three years of experience in systems support and working knowledge of specific technology to be administered
- Familiarity with multi-platform environments
- Understanding of security systems
- Experience working in a FDA regulated environment is preferred
- Must be familiar with incident and change management requirements and practice
- Experience as technical expert in one or more of the following systems with proficiency in at least two of the following technologies: Windows, VMWare, Citrix, Web environments and File/Print
- Must have top technical ability, capable of conflict resolution, identifying alternatives, and providing solutions, while driving incidents to resolution
- Must have exceptional problem and analytical solving skills
- Must communicate effectively with all levels of personnel, written and verbal
- Must have excellent documentation skills
- Must have superior interpersonal skills to be able to work with large groups of technical and non-technical staff on complex and highly technical incidents
- Experience in process improvement methods, procedures, metrics development, documentation and reporting
- Consistently contributes knowledge and content to the support organization
- Must collaborate with peers, cross-functional teams, team leaders, engineering and implementation to achieve end-to end products and process quality
- Effectively influences others by guiding and mentoring lower-level technical staff