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IT Support Services Staff

Responsible for administration of the IT infrastructure, including but not limited to personal computers (PCs), laptops, personal digital assistants (PDAs), peripheral equipment, as well as the local area network (LAN) infrastructure. Normal upgrades and changes to these systems should be expected as technologies evolve.

Administrative tasks include, but are not limited to hardware, software, and peripheral evaluation, testing, installation, configuration, upgrading, and troubleshooting; operating system installation and configuration; application software installation and configuration; respond to, troubleshoot, and resolve issues routed from the Help Desk; network connectivity; asset management; troubleshooting and repair; software and hardware upgrades; media sanitization; excess equipment management; evaluating, testing, and upgrading hardware and software in accordance the client policies and procedures; data backups and restores; testing and deploying current patches, anti-virus software and definitions; etc.

Duties:

Troubleshoot miscellaneous new or existing computer peripherals and related systems to include, but not limited to, monitors, printers, keyboards, mice, speakers, PDAs, external drives, etc.
Troubleshoot, exchange, configure, upgrade, replace, and install new or existing personal computers at designated employee offices
Test, replace, configure, install, and upgrade software in accordance with policies and procedures
Maintain standard software images for desktops, laptops, and PDA computing platforms containing DO standard operating systems, application software, and configuration settings that adhere to DO policies and procedures
Respond to (contact customer, update incident management system (Remedy)), troubleshoot, and resolve issues routed through or at the Help Desk
Use an automated “Imaging” technique to install and configure Commercial-Off-The-Shelf (COTS) operating systems and application software on new and recycled PCs and laptops
Advise and recommend personnel on matters relating to software patches, upgrades, service packs, hot fixes, etc., to ensure system availability, reliability, and serviceability
Anti-virus software and definition testing, deployment, and installations
Back up or move required data from existing PC or laptop being replaced or configured, and restoring the data to the new or newly configured machine
Perform Microsoft Active Directory administrative functions that include, but are not limited to operating system level file and folder permissions administration, creating users and groups, assigning user and group permission and membership, folder structure administration, etc.
Receive, inventory, organize, and inspect newly purchased IT equipment and recording specified information (location, description, model number serial number, etc.) in the asset inventory system (currently Remedy)
Record the location, description, model number, serial number, etc., of all deployed IT equipment in the asset inventory system
Configure new and existing personal computers and printers to connect to the DO local area network (LAN), which may include minor network cable connectivity, DHCP or static Internet Protocol (IP) configuration, and operating systems configuration.

Skills:

Knowledge of Intel based desktops running Microsoft Client Operating Systems Windows XP and Windows 7.

Knowledge of Commercial-off-the-shelf (COTS) software applications deployed:

Microsoft Office suite
Adobe Flash; Adobe Shockwave; Adobe Professional
ActivClient
Microsoft Internet Explorer
Java
McAfee Products
Microsoft SilverLight; Microsoft Visio Viewer
Microsoft Configuration Manager Agent
MXI Access Client
NCase
QuickView Plus
RealPlayer

Peripheral Support:

Dell Network Printers
HP Network Printers
Brother Standalone Printers
External USB hard drives
Scanners

Print servers:

Xerox DT 120
Canon 7000; Cannon C1
OCE 650 digital color
Canon 125 and 110: Canon Wide Format poster printers
EFI Digital Storefront Print Server

Mac Support:
OS 10.5 or higher. Adobe Photoshop, InDesign, Illustrator package is CS3 migrating to CS4, Acrobat Pro 7.0, 8.0 and 9.0, and all upgrades of these applications.
Network: