Description
Summary:
This position exists to manage the hardware information technology department, responsible for providing a variety of support to call center operations. Responsibilities include providing network support, server administration, ensuring all aspects of system/network security are running at peak efficiency, providing desktop and application support, managing desktop support and server administration personnel. Works closely with all departments (including the field) to support information technology and the telecommunications infrastructure.
Duties & Responsibilities:
Essential duties and responsibilities include but are not limited to those listed below:
· Performs and assists personnel in performing all server application administration as necessary, including installation, troubleshooting, patch updates, licensing, etc, to support critical business applications used by Call Center employees. Applications include, but are not limited to, WFM, Witness QA, Dialogic IVR, IntraNext CTI, VMware, SQL Server, Exchange, Active Directory.
· Performs and assists personnel in performing all OS installations, troubleshooting, patches, updates, licensing, etc to support the business IT hardware infrastructure. OS Support includes but is not limited to, Windows 2000, Windows 2003, Windows 2008, Windows XP, Windows 7, SUN Solaris, Linux and Unix.
· Performs and assists personnel in performing scripting for hardware/software automation.
· Provides project support for purchased 3rd party applications as necessary to ensure projects are completed on time and operate as planned.
· Provides education and assistance to equip end users with the skills related to the use of MS Mail, Voice Mail, Phones, MS Office, etc.
· Ensures nightly backup is performed on all system and application data as needed to ensure data availability.
· Performs all network administration as necessary to ensure high availability of resources for Call Center employees.
· Initiates and leads recommendations for improvements/changes in current infrastructure to increase reliability and availability of all systems.
· Manages ongoing desktop support for 225+ PCs in a 24/7 Call Center environment, including installation, moves, troubleshooting, and upgrading physical hardware. This also includes printer and fax installations and moves as necessary. Ensures that all agents have connectivity to business critical applications.
· Administers all Active Directory and personal profiles for 250+ employees. Creates and maintains all user logins and security profiles. Creates and maintains user phone extensions and voice mail boxes.
· Provides backup Avaya switch support as necessary.
· Obtains quotes for all necessary hardware, software, and telephony items as needed.
· Ensures all servers, PCs, and networks are covered via up-to-date virus protection.
· Creates and maintains documentation as appropriate on processes and procedures, administrative duties, security profiles, PC and Server inventories and statuses. Ensures training to IT staff on all relevant policies, procedures, updates, etc.
· Ensures night and weekend coverage as needed for maintenance and on-call schedules.
· Manages departmental personnel in the desktop, server, and network functional areas to include, reviews, training, planning, goal setting, etc.
Requirements
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education/Experience:
· A four-year degree in IT, computer science, or a business related field; 5+ years relevant technical experience (with call center environment experience strongly preferred); or an equivalent combination of both education and experience.
· Certifications in the following are strongly preferred: MCSA, MSCE, MCP.
· Proven skills in effectively managing an IT group is required.
· Must be able to effectively set priorities and manage project timelines, and direct staff members to do the same.
· Strong organization skills are required, with demonstrated ability to effectively handle multiple priorities and tasks.
· Excellent interpersonal skills are required to establish effective working relationships.
- Must possess excellent communication skills (both verbal and written). Must be able communicate effectively with employees both individually and in small groups. Must be able to effectively communicate with all levels of employees.
- Must be able to perform basic mathematical functions/calculations.
- Must possess excellent hardware and software troubleshooting skills, proven through previous work experience.
Computer Skills:
- Must have a solid understanding of LAN/WAN and Internet connectivity, including design, setup, and troubleshooting.
- Must possess strong knowledge of the following operating systems and database applications: Windows XP, Windows 2000 - 2008 Server, Microsoft Exchange Server, and SQL Server 2000 - 2008 (for installation and support).
- Must possess working knowledge of common sever scripting languages such as VB script.
Physical Demands/Working Conditions:
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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Must be able to perform computer functions and operate routine office equipment.
- Must be able to perform moderate walking throughout the call center.
- Must be able to sit for extended periods of time.
- Must be able to travel for business purposes on an occasional basis.
- Must be able to physically move and set up various computer equipment as required (50 or more pounds).
