Deliver and support diversity IT products and services to internal and external end users within an organization. Provide maintenance and support for highly complex client products, peripherals, network and physical moves. Partner with business clients to understand user needs and provide improvement to business processes, resolve problems, and technical solutions. This position is responsible for leading multiple projects/work initiatives/tasks concurrently. Provide technical leadership to team members.
Departmental Requirements and Preferences
This position will be based out of our Lansing office
This person will be supporting our Executive Staff for our Emerging Markets division
Refresh and Troubleshoot Hardware, peripherals, and software
Refresh and Troubleshoot Apple technology devices (iPhone, iPad)
Be comfortable with communicating with executive staff
Work with business analysts and customers (internal, external, and vendors) to understand users client technologies requirements. Analyze business workflows to address business needs. Provide feedback regarding requirements and provide recommendations.
Lead or consult on short-term or long-term client technologies planning efforts with team members, customers and other IT groups. Develop cost/time estimates. Support the prioritization of requirements and matches resources with requirements.
Assess and analyze the need for and implements performance upgrades to PCs including installation of new hardware or software on an individual or large-scale basis. Design and deploy client support processes. Plan and schedule the installation and deployment projects. Lead the planning, building, upgrading, and maintenance of client technologies. Direct the deployment of new or upgraded images, software and hardware for multiple clients. Make decisions on configuration options. Participate in or leads the design and implements equipment replacement plan. Create technical design documentation.
Lead or provide technical direction for the planning, designing, and execution of testing efforts. Unit test for new deployments or new components and remediates problems. Coordinate feedback on new software performance and testing. Ensure that tests evaluate all possible impacts on the current systems or applications.
Perform Level 2 and 3 issue assessment and resolution of problems, working with manufacturers/vendors as needed. Coordinate problem resolution among a variety of functional areas and provide subject matter expertise support for diagnosing and resolving problem. Provide guidance to other team members. Research, analyze and recommend the implementation of software or hardware changes to rectify any problems. Create temporary solutions until permanent solutions can be implemented.
Partner with network and systems administration teams to ensure efficient operations of the desktop computing environment. Document and review solutions to common problems and responses for frequently asked questions.
Set up business continuity & disaster recovery requirements, methods and procedures based on established policies. Participate in the identification of vulnerabilities and mitigation strategies. Recommend and may select products by researching needs and evaluating corporate standards list. Reviews vendor proposals for new hardware and software.
Determine user needs and incorporates them into design and overall plan for the architecture. Evaluate and recommend new products for corporate standards list. Establish BI standards. Ensure compliance with policies, procedures and standards. Participate in institutional working groups related to standards.
Oversee IT inventory management for all IT equipment and/or software.
Identify training needs for end-users and the internal training organization. Provide on-the-spot training to clients and participate in the development of training materials, as needed. Provide technical leadership, coaching/mentoring to team members.
Provide performance feedback to managers. Support leadership in client technology knowledge.
Other duties as assigned.
EDUCATION AND/OR EXPERIENCE
Bachelor's degree in related field preferred.
Five (5) years experience in Information Technology.
OTHER SKILLS AND ABILITIES
Problem solving skills.
Customer service skills.
Written and verbal communication skills.
Accuracy and attention to detail.
Ability to work independently, or within a team environment.
Other related skills and/or abilities may be required to perform this job.
All qualified applicants will receive consideration for employment without regard to, among other grounds, race, color, religion, sex, national origin, sexual orientation, age, gender identity, protected veteran status or status as an individual with a disability.
Equal Opportunity Employer - minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity
Please see job description for required skills.