Job Requirements:

1. A solid knowledge of desktop/laptop operating systems and software (PC, Windows, Microsoft Office, Mac/Mac OS, etc.)
2. Experience in a Windows Active Directory environment
3. Experience using support cloud solutions (Oracle Cloud Infrastructure, OraDocs, Office 365, Exchange, SharePoint, OneNote, etc.)
4. Experience with various ticketing systems and gathering report data
5. Recommend solutions for process and improvements
6. Ability to take ownership of various projects and initiates assigned by management
7. Effectively lead team projects throughout its lifespan
8. Work closely with department leadership
9. Experience with advanced networking concepts (DNS, DHCP, LDAP, etc.)
10. Experience with WSUS, imaging tools and unattended installation methods
11. Experience with VMs and Linux
12. Experience supporting mobile devices (Android/iOS)
13. Ability to provide mentorship to junior level technicians
14. Experience providing remote assistance over the phone, email, and chat services
15. Ability to prioritize issues and take appropriate steps with minimal supervision
16. Strong written and verbal communication skills
17. An intermediate to advanced level of knowledge of Cloud Services including Oracle Cloud Infrastructure, Oracle Identity Cloud Service and Atlassian Products like JIRA and Confluence.
18. Basic knowledge of Scripting, Python, Java and other automation solutions
19. Basic knowledge of HTML and Cascading Style Sheets (CSS)

Duties and Responsibilities:

1. Provide first/second-level IT support for end-user hardware such as laptops, desktops, phones, printers and other peripherals
2. Provide first/second-level IT support for end-user software, including Windows, Microsoft Office and various applications
3. Provide first/second-level IT support for end-user domain account including account password resets and review general account settings and details
4. Provide first-level IT support for end-user services such as Confluence, JIRA, Oracle Cloud Infrastructure, and Oracle Identity Cloud Services
5. Respond and follow-up on all IT support tickets submitted via OSVC, messenger, email and in person
6. Support local and remote users accessing the network via VPN and Remote Desktop
7. Recommend and maintain help desk service level agreements
8. Identify and document hardware/software recommendations and best practices
9. Provide onboarding and offboarding of new employees by preparing equipment, provisioning resources and tracking assets
10. Create, suggest, and lead technical instruction for incoming and existing staff
11. Recognize recurring technical issues and propose appropriate solutions
12. Implement approved solutions to recurring technical issues and record steps taken for future reference
13. Proactively identify issues within the technical environment and propose possible solutions.
14. Maintain asset inventory and take ownership of tracking IT assets that are assigned to supported departments within the product team
15. Research extensive knowledge base and leverage solutions from previous cases
16. Participate in secondary on-call rotations for after-hours emergency support
17. Maintain quality of work while multitasking various projects, support requests, and services

Define, design, and implement network communications and solutions within a fast-paced, leading edge database/applications company.

Perform performance trend analysis and manage the server/network capacity. Propose client configuration and implement technical solutions to enhance and/or troubleshoot the system. Work with others to define, coordinate vendor purchase needs. Responsible for support documentation as well.

Job duties are varied and complex utilizing independent judgment. May have project lead role. 5 years of related experience in a medium to large network distributed and computing environment. BS in Computer Science or related field.