IT Coordinator

General Summary

Coordinates, diagnoses, and troubleshoots incoming employee IT service requests. Provides support services to employees with technical problems and information technology issues involving desktop, laptop or network services from local personnel or from employees using network remote access. Provides ongoing local network support for the business unit including the main office, plants, satellite offices, and job site locations to ensure workforce efficiency and productivity.

Provides timely resolution of problems or escalation on behalf of customer to appropriate technical personnel. Provides case status updates to management and end users. Supports and maintains effective relationships with end users, local business management, and Corporate IT Staff. Develops information technology projects and provides strategic management and objectives for the business unit. Follows standard operating procedures and customer service guidelines relating to IT support.

• Handle incoming IT Service Desk support calls to ensure computer users  inquiries are addressed in a timely manner.
• Resolve local network and communication issues to maintain operational readiness.
• Maintain and support local Cisco VoIP telephones and related equipment.
• Assist in the maintenance of the local Active Directory OU, installation and configuration of local network applications, servers, file shares, network services and associated objects in accordance with company policies and procedures.
• Assist in the development and maintenance of business unit IT documentation to enable consistent standards and operating procedures.
• Assist in the testing of the local Disaster Recovery and Business Continuity plans to ensure minimal downtime in the event of a disaster.
• Coordinate the acquisition, installation, configuration, and maintenance of IT equipment in compliance with corporate standards.
• Maintain hardware inventory, licensing and asset rotation consistent with company policies and procedures.
• Assist with the design, installation, requirement gathering, and maintenance of IT resources for acquisitions, large projects and joint ventures to ensure compliance with corporate standards.
• Support business applications to ensure compliance with corporate standards.
• Resolve PC hardware/software problems to minimize down time and meet SLA requirements.
• Coordinate with Business Unit management to determine future IT needs at the location, enterprise initiatives, budgets, forecasts, licensing and asset rotation to ensure profitability and alignment with Company goals and objectives.
• Maintain open communication with Group IT Manager and local Business Manager to ensure effective problem resolution and establishment of priorities.

• Associates degree or equivalent combination of training, experience and certifications.
• CompTIA A+.
• Microsoft Certified Professional.
• CompTIA Network+ preferred.

• Minimum 5 years relevant experience in network and PC support for a multi-site business environment. Familiarity with cost accounting, budgeting, and forecasting.

• Uses skills as a seasoned, experienced professional with a full understanding of industry practices and company policies and procedures; resolves a wide range of issues in imaginative as well as practical ways.
• This job is the fully qualified, career-oriented, journey-level position.
• Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors.
• Demonstrates good judgement in selecting methods and techniques for obtaining solutions.
• Interacts with senior internal and external personnel.
• Normally receives little to no instruction on day-to-day work, minimal instruction on new assignments.
• Advanced knowledge of Microsoft Windows XP Professional.
• Advanced knowledge of Microsoft Windows 2003 Server and Microsoft Active Directory.
• Working knowledge of the Microsoft Office Suite.
• Working knowledge of HP servers, workstations, and storage products.
• Working knowledge of Cisco Internetworking products.
• Basic knowledge of Cisco Unified Communications.
• Ability to convey technical concepts and ideas to non-technical personnel.
• Excellent organizational skills.
• Excellent customer service and interpersonal skills.
• Excellent verbal and written communication skills.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While…