Employment
LAMMICO Featured Career
Network Specialist
Information Technology Department
Posted: May 2, 2023
Position Summary: Supports the company’s I.T. hardware and software systems including but not limited to audio-visual equipment, video conferencing, telephone, etc. Services the Company’s users by resolving issues in a timely manner while ensuring service level expectations are met, which includes triage and troubleshooting all corporate applications, software, and hardware for all employees both on-site and remote. Overall acts as first line of support for all employee technical issues.
Reporting Relationship: Reports directly to the Vice President of Information Technology
Essential Functions/Responsibilities:
- Works in a cooperative manner with management, coworkers, customers, and vendors; seeks to support LAMMICO’s mission and vision in daily operations
- Meets assigned target dates and objectives; helps ensure that department quality, service and productivity standards are met
- Provides triage and first line of defense to support users at all levels of the Company on computer hardware, software, audio-visual equipment, video conferencing and telephony issues
- Performs hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
- Works with our existing vendors providing initial support of simple and moderate issues locally relating to vendor’s product
- Records, tracks, and documents the problem-solving process, including all successful and unsuccessful decisions made, and actions taken to final resolution
- Maintains documentation on issue resolution and standard operating procedures as well as contributes to the I.T. knowledgebase to assist in problem resolution
- Performs adds/moves/changes of personnel and phone service for employees and departments
- Deploys new computers, iOS devices, printers, telephones, mobile phones and peripherals
- Performs basic network troubleshooting to isolate and diagnose common network problems
- Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved
- Documents and analyzes all problem tickets to identify and correct potential problem trends
- Seeks out user feedback for system improvement and process enhancements
- Educates and trains employees how to use video conference, meeting room, and conference call equipment while still performing basic setup for employees
- Educates and trains employees how to use their computer equipment both in the office and remotely
- Provides feedback from employees about I.T. policies, equipment and procedures to VP of I.T.
- Manages multiple high priority initiatives in a fast-paced, highly technical environment
- Attends in-house and external training as directed by the department to improve skills and expand capabilities
- Ensures that all users are following company security guidelines
Secondary Functions/Responsibilities:
- Other responsibilities and special projects as assigned
- Other I.T. department-specific responsibilities and special projects as assigned
- Works closely with Network Administrator(s) and Network Engineer(s)
- Is able to lift computer and server hardware and peripherals
- Accesses I.T. hardware and cable plant components, which sometimes requires the ability to crawl under object or use ladders
- Acts as a member of an on-call I.T. team to provide after-hours customer support
- Works on project-related teams to design, implement and support large-scale I.T. initiatives
Education, Experience and Skills Required:
- Associate Degree in Computer Science, Computer Information Systems, Computer Information Technology, or an equivalent program or two years of experience in the Information Technology field
- Knowledge and experience in the use of Windows Operating System, Microsoft Office Suite, Collaboration Software and Anti-virus Software
- Commitment to continuing industry education and individual functional education
- Strong customer focus, team orientation and critical thinking skills
- Ability to appropriately handle confidential or sensitive company information
- Excellent communication skills with the ability to interact and work effectively with employees at all levels within the organization
- Ability to manage time, set priorities and work independently
- Proficiency in the use of Microsoft Office Programs
- Flexibility to work before and/or after regular office hours
- Ability to travel to remote and telecommuter locations to provide on-site support as needed
Education, Experience and Skills Desired:
- Insurance industry experience
- Medical malpractice industry experience
- Two years of experience in I.T. operations or technical management
- Prior service desk experience
- Customer service experience
- Experience in process improvement
- Experience with telephony
- Experience in supporting video conferencing systems
- Experience with audio-video equipment
- Experience with mobile telephone support
- I.T. certification (A+, HDI, MTA, MCSA, Network+, MCP, MCT, etc.)
Interested candidates should submit a cover letter and resume.