IS/IT LAN Administrator HU

Job position purpose

Provides day by day end user support related to IT front office operating systems and HW

Responsible for:

• Responsible for assisting users with IT related inquires and issues.
• Provides first line user support with all IT related issues.
• Responsible for ensuring a high level of customer service and support to all users.

Key activities:

• Primary supporting the areas of desktop operating systems, Support provided on hardware, peripherals, and telecommunications (LAN), deployment tools
• Assist users with inquires in a timely manner and provide prompt feedback and resolution.

• Evaluates user's problems and attempts to provide immediate resolution. Has the authority to evaluate user's problems, determine if the problems are user, software, or hardware related, and then work with the appropriate IT team member to resolve the issue.
• Analyze trends and repeat occurrences of problems - keep the help desk tracking database current and useful.
• Analyzes the types of problems and inquiries of users to record, assign severity levels, assign problem resolution, and follow through to solution. Must have an in-depth knowledge of IT related activities (local area networks, telecommunications, office application suites).
• Consults with second level vendor support on IT related issues.
• Provide daily operational support to the user community and IT team. Support includes diagnosis and resolution of issues related to network, hardware, and software performance.

• Works in close coordination with the IT staff to ensure the efficient operation of the CER networks and SHU systems and applications. Duties include assistance with such
• activities as backups, user requests for print jobs, and transmitting of electronic file information.

Required work experience, professional and social skills:

• At least 2 years experience in MS AD management
• Active knowledge of troubleshooting MS desktop OS a MS office product. Microsoft MCP certification required.
• At least 1 year experience in basic HW service.
• Customer orientation

Required knowledge:

• Microsoft Desktop Software (Windows 11, Intune, Powershell)
• Mobile OS ( iOS, Android )
• Active directory basics
• Local Area Networks ( basic of switching, routing)
• Internet (TCP/IP networking)
• Telecommunications (E-mail, Remote Access, GSM)
• Computer hardware
• Computers and Peripherals (Printers, Scanners, Storage)
• Customer Service
• Interpersonal Skills
• Problem Solving
• Effective Written and Verbal Communications
• Be a Team Player
• Prioritize Multiple Tasks
• Meet deadlines

Responsible for:

User Support

Provide advice, training, and assistance to users to resolve queries and ensure the applications/website capabilities are well understood by the business.

Data Management

Help others get the most out of data management systems by providing support and advice.

Client and Customer Management (Internal)

Help manage internal clients by carrying out standard activities and providing support to others.

Administration

Produce, update, and provide best practice support on a wide range of Microsoft documents, databases, and other departmental systems.

Faults Diagnosis and Correction

Provide initial fault isolation and propose resolution for approval by more senior colleagues to limit and address issues promptly.

Documentation and Backup

Draft and maintain basic technical and/or user documentation to a high standard, and create backup files to ensure instant recovery if problems occur.

Knowledge Management System

Use the knowledge management system to access specific information.

Operational Compliance

Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.

Work Scheduling and Allocation

Design own monthly schedule and, if necessary, assign work to others in order to speed up office workflow and ensure high-priority tasks get done.

Personal Capability Building

Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Education