SUMMARY

Under general direction, provides technical support, training, and direction to end users of all departments using an array of new & legacy technologies; installs, tests, and resolves problems with computer hardware and software; adapts existing software to accommodate the needs of departments; develops and maintains Intranet and Internet Web sites, and performs related duties as required while utilizing the help desk ticketing system.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following

(Other duties may be assigned as needed)

• Evaluates and resolves end user hardware and software remotely and on-site; identifies and obtains appropriate resources for the resolution of problems; properly escalates issues to the appropriate next level support member
• Coordinates installation of new hardware/software; installs, tests, and monitors the operation of computer hardware/software; configures hardware/software to meet departmental needs
• Evaluates needs for new/revised/improved systems; makes recommendations for purchase; negotiates with vendors for services/products; oversees work of vendors
• Administers LANs/WANs; establishes and implements back up procedures; may server as department computer access security officer; manages user credentials for G-Suite, Active Directory and other systems
• Installs and Troubleshoots new/existing network and security camera wiring; understands wiring configurations, fire code and safety regulations for running and terminating wires;
• Provides server support and maintenance; uses various utilities to troubleshoot/repair/maintain configuration of servers
• Adapts existing database software, spreadsheets, and other software to best meet end user needs
• Establishes and maintains Internet/Intranet sites and pages; provides technical support in creating content/forms and connects them to databases where required; provides support for automating traditional process and for development of the ongoing web presence; translates conceptual design into HTML or script templates
• Maintains various records and documentation for department systems; keeps clear and organized documentation while working on support tickets; may have opportunities to write for software/web development projects
• Instructs end users in the use of equipment and applications; answers questions and assists in resolving problems regarding the policies/procedures regarding technical systems; creates documentation to assist end users in equipment/software use

• May provide direct or functional supervision over clerical and/or technical staff.

RELATIONSHIPS

Maintain open lines of communication with all store associates, store supervisors, and the Support Center personnel.