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Technology Support Manager
4 months ago
Information Technology Department
Position Summary
The Technology Support Manager is responsible for the technical service operations for the organization. Manages Help Desk and System/Network administrators to ensure the proper handling of System/network problems. Needs to be able to coordinate and work with other IT resources and users in the day-to-day operations and future planning. Needs to be able to lead and assist in troubleshooting issues for organizations to maintain the functionality of the system to be in line with business goals.
Essential Duties and Responsibilities
- Responsible for the management, support and oversight of all that have to do with the desktop and user environment including but not limited to: Microsoft Active Directory and Office 365, Endpoints, branches, Citrix, PCs, mobile devices, printers/scanners/signature pads/etc., PC software, server applications and third party hosted services, PC deployment and upgrade, First level network connectivity troubleshooting, installations and configuration of new end point equipment, device inventory, licenses management, maintenance agreements, new equipment and software proposals, Equipment Upgrade.
- Responsible for managing the Help Desk and Tech Support functions: managing ticket system, managing of ticket resolution and aging, ticket assignment and follow up, ticket stats and help desk metrics, oversee the completion of tickets and SLAs.
- Responsible for oversight, coordination, being the driving force for: patches to workstation deployment and testing, disaster recovery and backups Centurion and Agility.
- Perform, maintain and understand all Credit Union backup, recovery and security procedures,
- Ensure that the media, procedures and documentation required for a successful recovery are properly maintained and tested.
- Lead and coordinate efforts for disaster recovery testing.
- Responsible for managing, being the driving force and responsible of the completion of assigned projects or tasks as an individual contributor. Will start with:
- Help Desk metrics, Reporting; and
- Key resource for Password Manager system.
Please note: this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties responsibilities and activities may change at any time with or without notice.
Minimum Qualifications
- Three years to five years of similar or related experience, including preparatory experience.
- A two-year college degree. Equivalent experience is preferred.
- Knowledge and active experience in configuring Microsoft Active Directory and Office 365.
- Proficient with Microsoft Office Suite of products: Word, Excel, Visio, Project, Outlook and Teams Previous System Administrator experience a plus
- Strong analytical and problem-solving skills .
- Experience in implementing standards and best practices.
- Excellent written and verbal communication skills.
- Self-motivated with the ability to prioritize, meet deadlines and manage changing priorities.
- Experience working with vendors as a support professional to drive resolution to issues and establish lifecycle management plans. Experience in working independently and as a team member, while using discretion in decision making and sound judgment in problem solving. Experience in excellent conceptual, organizational, analytical, and problem solving skills.
- Thorough knowledge of IT infrastructure technologies including OS, Data Storage, Servers, Networks, Telephony, Web, Cloud, Technical Architecture, and Performance Optimization techniques. Working knowledge of financial systems, particularly Episys is a plus. Requires excellent project management skills, and the ability to plan, organize, schedule, prioritize and implement concurrent projects.
Employees are Meriwests most valuable resource. We provide competitive wages and a supportive environment that promotes career advancement. Meriwest utilizes a grading system to determine salary ranges for all positions. Each grade is assigned a salary range which consists of a minimum, midpoint, and maximum rate. The Technology Support Manager position is a Grade 14.
- Salary Range: $128,099.27 to $192,148.91
- Target Range: $128,099.27 to $160,124.09
We also offer an excellent, fully comprehensive benefits program, including:
- Medical/Dental/Vision on the first day of employment for full-time employees
- Free Long Term Care Insurance for employees
- Tuition Reimbursement/Student Loan Repayment Plan
- Pension Plan/401K
- Bonus and incentive potential
- Generous Paid Time Off (PTO)/Holiday program
- Career growth support and planning programs
- In-house fitness center
- Discounts on new Mortgage after 6 months of employment
Meriwest is an equal opportunity employer that is committed to inclusion and diversity. All qualified applicants will receive consideration for employment. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristic
