User & Site Support Lead
POSITION DESCRIPTION
The primary role of a User & Site Support Lead is to support not only Saint-Gobain Employees located in any Headquarter or Field location with day-to-day PC and Network issues, but also to guide and supervise other User and Site Support Analyst’s in their region. They will also provide Level 2 support to the service desk and provide Level 3 support to other IT personnel especially those other resources in their specific regions. The User & Site Support lead will be responsible for ordering and configuring new infrastructure equipment, along with keeping existing infrastructure equipment up-to-date and working properly for Saint-Gobain Employees in the locations that they are assigned to.
Responsibilities include the following:
Administration and support of local PC’s and networks
• Complete Performance Reviews for the User and Site Support Analysts in their specific regions
• Act as the primary interface to Fujitsu for the SGC locations in their regions
• Provide PC and Network support to Saint Gobain Associates.
• Order and configure PC’s and PC accessories following SGC hardware and software standards
• Organize system and network documentation, procedures, and licensing information. • Resolve PC and Network issues.
• Remain current on software upgrades and PC hardware that may be used by SGC Employee’s on their PC.
• Maintain system equipment and minor repairs.
• Control ordered material and equipment.
Deployment of technology and software
• Assist in the deployment of new software and technology as part of the corporate standards.
• Keep all systems current and up to date based on Saint-Gobain standards.
• Measure performance of network systems in terms of load and effectiveness for users. Project Work / Management
• Assist with large IT projects, both local and remote as directed by Management
• Manage smaller local projects
Security / Standards Adherence
• Keep abreast of all new Security changes both from Saint-Gobain and Outside vendors • •Assist with management and enforcement of IT Security polices and standards established by Saint-Gobain.
General Support
• Carries out interventions with users • Sees to providing and handing-over hardware
• Takes charge of troubleshooting incidents requiring an intervention
• Provides users local technical support and assistance
• Perform onsite analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels.
• Assess the need for and implement performance upgrades to PC boxes, including the installation of CPUs, I/O and NIC cards, hard disks, hard drives, RAM, memory chips, CD-ROMs, and so on.
• Collaborate with User Support Manager to ensure efficient operation of the company’s desktop computing environment.
• Where required, administer and resolve issues with associated end-user workstation networking software products.
• Receive and respond to incoming calls and/or e-mails regarding desktop problems.
• Answer to and perform moves, adds, and changes (MAC) requests as they are submitted by line managers.
• Ensure that physical desktop connections (i.e. RJ-45 Ethernet jacks, RJ-11 telephone modem jacks, connectors between PCs and servers, etc.) are in proper working order.
• Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations.
• Maintain an inventory of all Computers and related and equipment.
• Accurately document instances of desktop equipment or component failure, repair, installation, and removal.
• If necessary, liaise with third-party support and PC equipment vendors.
The incumbent must be prepared to occasionally work outside of normal business hours and to have on-call availability. A small amount of travel is required; 5-10%
REQUIRED QUALIFICATIONS
• 3 - 7 years equivalent work experience.
• Certifications in CCNA, MCSE, MCP, CNA, A+ desired
• 4 years experience managing PC’s and LANs
• Supervisory experience at least 2 years
• Exceptional technical knowledge of network and PC operating systems, including
◦ Windows 10
◦ PC Imaging
◦ M/S Exchange Server and Outlook
◦ Network Switches
◦ Network operations and troubleshooting
◦ DHCP ◦ Local Area Networks
◦ Proxy Settings
◦ Windows 2008 or 2016 Servers
◦ M/S Access and/or M/S SQL ◦ Wireless Networks
◦ Handheld Devices (Andriod & iPhone)
◦ Antivirus ◦ M/S Office 2010, 2016
◦ AntiSpyware / Malware
◦ VmWare
• Hands-on experience troubleshooting hardware such as PC’s, switches, hubs and modems.
• Knowledge of current protocols and standards, including TCP/IP, IEE802.11 B&G (Wireless)
• Experience with programming languages a plus but not required
• Application support experience with MS Office
• Knowledge and understanding of system flow charts, data processing concepts, and telecommunications principles.
• Experience installing network cabling
• Knowledge of applicable data privacy practices and laws.
• Strong communication skills.
• Able to conduct research into networking issues and products as required.
• Ability to prioritize and execute tasks in a high-pressure environment and make sound decisions in emergency situations.
• Ability to present ideas in a user-friendly language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Strong customer service orientation.
• Experience working in a team-oriented, collaborative environment
LEGAL STATEMENT Equal Opportunity/Affirmative Action Employer M/F/Disabled/Veteran