Includes the following.

• Provide desktop support for company employees and clients
• Leverage monitoring applications to proactively identify issues and areas for improved performance
• Provide excellent customer service
• Complete systems installations and upgrades
• Oversee data storage and retrieval systems
• Systems & Networking monitoring and alerting
• Incident management & escalation
• Level I and II troubleshooting of systems, network and security issues
• Asset tracking and management
• System administration
• Wring and updating runbooks (a manual containing an extensive set of instructions that help specialists maintain the daily routine and operations of a computer system or network)
• May perform other duties as assigned 

QUALIFICATIONS

Required Skills/Experience

• At least an associate degree, or equivalent, in information technology, computer science, information security or related areas, or equivalent
• Experience in automating Windows desktop/laptop builds, network, server and troubleshooting and in Windows XP/7 and Window Server
• Basic knowledge of UNIX servers, web scripting languages, network technologies, network devices and

tools

• Proficiency in troubleshooting PC, peripherals and software upgrades and IT Administration

Recommended Skills/Experience

• Bachelor’s degree in technology or business
• ITIL Foundations Certification
• Professional network and other computer certifications, such as A+ and MSCE

HOW YOU KNOW IF THIS JOB MIGHT BE FOR YOU

• You enjoy taking on difficult problems and finding creative solutions. You don’t get flustered easily. If you don’t find the answer right away, you will keep digging until you find it.
• You like meeting and working with new people. You are comfortable engaging with people at all levels in an organization. You speak eloquently yet exude authenticity and trustworthiness
• You are motivated and driven to deliver value. You take ownership of your responsibilities and follow through on all client and team member requests and questions
• You are comfortable with change and multi-tasking. You enjoy learning new concepts and are quick on your feet. When things change, you know how to “roll with the punches”
• You are an excellent communicator – verbal and written, capable of setting clear expectations while listening to understand

WORKING CONDITIONS

Work environment includes typical computer related noise levels and paper and equipment generated dust. Exposure to video display terminals occurs on a regular basis. Incumbent is on call to provide support services during off hours. Scheduled night and weekend work are required. Learned physical skill is required for keyboarding and use of peripheral equipment. Moderate lifting.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed in this job description are representative of knowledge, skill and/or ability

required. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.

A typical day in the life of an ITOC Administrator might include:

• Installing and configuring software, hardware and networks
• Monitoring system performance and troubleshooting issues
• Communicating with clients to understand issues, share information or resolve issues
• Initial ticket triage and performing Tier 1 and Tier 2 troubleshooting for all incidents and alerts
• Provides excellent customer service and support to a variety of customers
• Escalation of issues to appropriate engineering teams and management
• Perform tasks in accordance with established policies, procedures and processes
• Provide accurate and detailed work notes in ServiceNow to track incoming calls, troubleshooting efforts and fix actions
• Performs OS installation and patching
• Asset management and tracking
• System provisioning as requested
• Client Domain Services
• Provides centralized coordination for changes and outages
• Performs additional IT operational related duties as required Limited travel may be required.