AMERICAN MUNICIPAL POWER, INC.
JOB DESCRIPTION
This position is located in and will report out of Columbus, OH.
Position Title: Help Desk Specialist
Reports To: Manager of IT
FLSA Status: Non-Exempt
Basic Functions: The Help Desk Specialist will be responsible for providing desktop/laptop, mobile device, and application support to AMPs end user environment. Customer service, incident management, and issue management are the key elements of this role.
Job Breakdown:
70% - Help Desk Desktop/Laptop/Mobile Devices/Application Support
20% - System Administration
10% - Inventory Management, Systems Training, and Documentation
Travel to plant and SCADA field sites required as needed
Essential Functions:
1. Provide desktop, laptop, and mobile device support including hardware and software.
2. Create tickets and maintain accurate notes on problem resolutions.
3. Assist with upgrades related to IT infrastructure and applications.
4. Monitor and maintains LAN/WAN connectivity using network analyzers.
5. Monitor and resolve Cyber Security vulnerabilities.
6. Maintain a high level of confidentiality in all duties.
7. Provide Tier I and II support per request from various constituencies. Investigate and troubleshoot issues.
8. Weekend and off-peak hours implementations are part of the work duties, as well as being part of a rotating 24x7 on-call support team.
9. Troubleshoot network and connectivity problems; create and maintains detailed network documentation.
10. Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups.
11. Participate in assigned projects according to the IT project management methodology, procedures, and processes.
12. Assist in daily backup operations, ensuring all required file systems and system data are successfully backed up to the appropriate media, recovery tapes or disks are created, and media is recycled and sent off site as necessary.
13. Collaborate with the network/client/server teams and consultants as needed to resolve problems, and take appropriate corrective action(s) to ensure systems are operating correctly and within established operational and functional SLAs.
14. Apply OS patches and upgrades on a regular basis, and upgrade administrative tools and utilities. Configure/add new services as necessary.
15. Assist in maintenance and support of Microsoft Windows servers and supporting the multiple data center and office environments, via both virtual access as well as physical access.
16. Research products/vendors and provides recommendations to management.
17. Administer Office 365 environment including Teams, SharePoint, Endpoint Manager/InTune,and two factor authentication implementations.
18. Administer the system imaging processes.
19. Support the Cyber Security team in responding to incidents, securing systems, and ensuring that system configurations match established baselines.
20. Support and maintain PBX systems company wide.
21. Support and maintain printer fleet company wide.
22. Occasional travel may be required.
23. Perform additional duties and responsibilities as assigned.
Knowledge, Skills, & Qualifications:
1. A two-year degree in computer science, information systems or related discipline is required; or, four (4) years of directly related experience is required.
The following are preferred skills and qualifications:
2. Hands-on experience in network and system support of a high-available 24/7/365 operating environment.
3. Experience using network monitoring tools and problem ticketing systems.
4. Experience with Microsoft Active Directory, Server Operating Systems, WSUS, Active Directory, DNS, Network troubleshooting, etc.
5. Exposure to virtualization concepts / VMware / HyperV.
6. Understanding of Windows NTFS file permissions.
7. Basic knowledge of various devices including switches, hubs, load balancers and VPN appliances.
8. Basic understanding of Internet protocols and applications (HTTP, DNS, FTP, SSH, TCP/IP, etc.).
9. Must demonstrate clear, effective, and courteous communication skills, both written and oral. Ability to communicate complex information to a wide variety of people, both technical and non-technical.
10. Excellent troubleshooting skills.
11. Ability to analyze and interpret business processes and data and to independently analyze and identify comprehensive solutions to complex problems.
12. Proficient in Microsoft Office Suite including Visio.
13. Highly self-motivated and directed with strong organizational skills and a keen attention to detail.
14. Ability to effectively prioritize and execute tasks and projects in a high-pressure environment.
15. Able to work in a team oriented, collaborative environment.
16. Ability to effectively and positively respond to challenging inquiries or complaints as necessary.
