• Job Type:Full-time
• Salary:$45000.00 to $65000.00 / year

IT Equipment and User Application Support Technician

CM Almy has two facilities/locations, Armonk, NY and Pittsfield, ME. The office in New York handles sales, marketing, art, finance and has a retail showroom located in the office. Our manufacturing and distribution facility is in Pittsfield where our IT department and most server equipment reside.

This dual location has created challenges for communication and coordination, which has been greatly facilitated in recent years by improved phone, email and video conferencing capabilities. Our internal IT department and our IT support company, Systems Architecture.net (SA.NET), play a vital role to assure we have functioning data and voice communication network, data integrity, current security and user applications and user equipment functionality in both locations.

Almy’s legacy business is marketing and manufacturing church and clergy related products. We have recently launched a new product line of candles under a different brand, Lucid Liquid Candle Works, which is gradually growing and we expect will help drive the growth of our company. See: www.almy.com and www.lucidcandle.com.

The scope of the position includes a combination of some technical functions, as well as requirements for being able to assist users with application functionality and work with our IT manager to run checks on our enterprise database that is replicated Sql Server on multiple servers.

Almy’s network consists of eight hosts running twenty virtual servers on a Hyper V platform which run Microsoft Server operating systems and AllWorx phone system servers communicating over LANs and a WAN over and MPLS circuit. In order for our NY sales agents to have real time inventory information, they use remote connections to servers in Pittsfield, many using thin clients. In the event of a communication interruption we have local replicated servers in NY that local users can point to in order to continue with our order processing functions. We use Spectrum cable for internet access and it also functions as a backup in the event that we lose our MPLS circuits.

On the client side, we have thirty-three PC/laptops and eight thin clients in Pittsfield and twenty-three PC/laptops and ten thin clients plus three Macs in our NY office. Some are equipped with specific peripherals for the tasks they are performing or the equipment they control. We use Windows Deployment Services and use group polices and setting up new equipment and providing application updates for users. Most all equipment is leased for 3 year terms and replaced at the end of the lease. Printers are on separate leases managed independently in Maine and New York.

Almy uses the Microsoft Office suite for many business functions with Exchange serving Almy email with a Barracuda Mail Gateway. We use a proprietary enterprise system developed specifically for Almy by International Computer Concepts Inc. called ICCIWorx. It runs on a Microsoft SQL Server database, which is deployed on multiple servers with merge replication keeping them all in synch. There are a few department or user specific applications in use as well. In addition to our IT Maintenance, SA.NET also provides software support for the ICCIWorx application and its associated Almy.com website, which has regular data exchanges with the ICCIWorx database. The Lucid Candle website was developed by Whereoware, which maintains its technical functionality and we use their tools for content management. We use an order loader tool that SA.NET developed to upload Whereoware orders to the ICCIWorx system for order fulfillment.

Core Responsibilities:

• Work closely with IT department manager and technology service provider Systems Architecture. (SA.NET) in supporting dual location company and people with equipment needs.
• Provide Help Desk services: first tier technical support to end users with equipment as well as application support. Identify, research, and resolve problems. Escalate unresolved issues with the IT Manager, SA.Net or outside vendor. This also includes mobile users.
• Monitor network alerts and assist SA.NET staff with any on site requirements for system troubleshooting. Restore backup files when necessary.
• Set up and deploy user equipment such as PC/Laptops/Thin Clients, keyboards, mice, monitors, printers, scanners, phones, projectors, etc. in all Almy locations. This also includes specialty software/equipment for embroidery, engraving, marker maker, and shipping stations.
• Coordinate equipment /software upgrades; assist in testing, setup, and train.
• Maintain documentation of Almy network procedures, equipment inventory, equipment lease agreements and software licenses.
• Coordinate with Human Resource in the onboarding of new employees;
• Setup logins, permissions, demonstrate use of phones; internal call numbers, address book and the network file system. Follow standard procedures when changes in employment status occur.
• Coordinate with SA.NET to assure that we have most current updates of all data security related applications at all times.
• Negotiate printer lease and maintenance agreement for all Maine network printers. Coordinate replacements and train users on use.
• Manage Exchange and DFS groups and permissions.
• Work with IT Manager to maintain integrity of Almy Databases.
• Assist in testing any updates to the Almy Enterprise System application and its functionality on new server and client operating systems.

Required Education/Experience:

• High school diploma with 5 years help desk experience OR a 2-year associates degree in an IT field with a minimum of 2 years IT or networking experience
• Group Policy management and deployment
• Microsoft Based Network Administration (small organization)
• Operating System Windows Deployment Services (WDS)
• IP-Based Networks
• Prior technical troubleshooting experience including hardware set-up and virus/malware removal techniques
• Strong analytical and problem-solving skills
• Experience with Microsoft Office products (Microsoft Studio Manager preferred)
• Familiarity with backup systems
• Ability to Flex Hours and travel to the NY office as needed
• Strong problem-solving skills, resourcefulness to investigate problems through to conclusion

Benefits offered:

• Paid time off
• Health insurance
• Dental insurance
• Other types of insurance
• Retirement benefits or accounts
• Workplace perks such as food/coffee and flexible work schedules
• Others