Responsibilities:

1. End-user Support
   • Provide Tier 1 hardware and software support to end users according to established procedures.
   • Escalate problems to offsite support providers when needed. Track the assignment of support issues to offsite providers and follow-up with providers as required to ensure timely resolution.
   • Provides A/V support for webinars and online meetings.
2. End-user Training
   • Develop and deliver end-user training to improve the technology skills of all staff. Schedule and conduct internal training on common hardware and software topics on a regular basis.
   • Coordinate training on-site and online for users of specialty systems/platforms with external providers as needed.
   • Conduct new hire orientation on IT hardware, software, and department procedures in collaboration with HR.
3. Systems Administration
   • Administer Active Directory security, Office 365 accounts, email mailboxes in Exchange, and other network-based accounts.
   • Administer the VOIP phone system. Add/delete users, troubleshoot issues, and replace equipment.  Escalate and coordinate the resolution of larger issues with the VOIP vendor.
   • Partner with HR to set up accounts for new hires and terminate accounts for separating employees according to NLC policies.
   • Develop and maintain documentation on systems administration processes and procedures.
4. IT Operations
   • Under the direction of the IT Director, develop policies and procedures to administer technology platforms and provide effective technical support to end users. Review and update procedures to incorporate changes to hardware and software as required.
   • Analyze support needs and implement improvements to IT procedures, documentation, and training to target the reduction of common support requests.
   • Assist the IT Director in the evaluation and selection of hardware and software vendors to deliver technology solutions to the organization.
   • Manage the inventory of IT supplies, including servers, computers, network equipment, cabling and accessories, based on internal department needs and end user support requirements.
5. Solution Deployment
   • Test and deploy client software, cloud-based systems, group policy changes, and other approved technology solutions. Coordinate and conduct development testing and user acceptance testing as required.
   • Develop training, procedures, and materials to support technology deployments. Deliver training to end users.
   • Configure and deploy new Windows and Mac computers. Add and integrate hardware into Active Directory to properly administer deployed equipment.
   • Remain aware of new technology to identify new solutions that could be leveraged to address issues/needs.
6. Perform other duties and lead special projects as assigned