Reports To: Vice President, Information Technology
FLSA Status: Exempt
Prepared Date: November 2019
This position is a hands-on management position responsible for administration of a 200+ node network, various AV systems, and end-user technical support. The ability to manage subordinate staff and vendors and foster a strong customer service function is essential. Strong communication skills are necessary.
Day to Day Responsibilities:
Provide Tier 1 and Tier 2 phone and desk-side technical support on PC and Mac computers, Microsoft Office 365 and other business software products, remote login procedures, information and system security procedures, and email mailbox management to NAM Staff
Maintain ticketing system including receiving/resolving/escalating tickets as well as contributing to the support knowledge base.
Manage Active Directory and Office 365 user accounts
Manage user and group mailboxes
Coordinate training and orientation for new technology users and help them become familiar with equipment and networks
Provide training and support for mobile device usage by NAM staff; manage inventory and deployment of NAM owned mobile devices
Create training and support instruction documentation for end-users
Organize support, troubleshooting, and repair for IT equipment
Maintain IT equipment inventory
Manage A/V Equipment, teleconferencing and webinar services
Manage Helpdesk operational expenditures and procurement activities
Monitor and track tasking and ticket flow to assure that customer service metrics are met
Manage and enforce information technology policy and practices
Work with vendors and consultants to resolve issues when needed.
Maintain and deploy desktop images.
Maintain technical system documentation and system change log
Ensures all users benefit from effective technology and efficient Internet access, and continually assesses needs and requirements
The above list of responsibilities is representative of the position and is not intended to limit or preclude other responsibilities and tasks that may be associated with or added to the position.
1 Helpdesk technician position
Supervision of vendors and contractors engaged in NAM internal staff projects.
Bachelor’s degree from a four-year college or university preferred
A minimum of 4 years relevant Information Technology Helpdesk experience
Working knowledge of Microsoft Office 365 products, Microsoft Windows operating systems, Windows networking components including Exchange, AD, file and print services, VPN, remote desktop, multi-factor authentication
CompTIA A+ or comparable Microsoft Certified Professional certifications preferred.
Experience with installation, configuration, operations and troubleshooting of Windows 10 and COTS software such as MS Office 2016.
Proven experience with user creation and management in Office 365 and Active Directory
Prior leadership experience preferred
Experience with IT equipment procurement
Dependable and self-motivated
Flexibility with scheduling
Handles pressure in a deadline driven and goal-oriented environment
Effective oral and written communications skills sufficient to maintain system documentation, communicate policies to users, and communicate requirements to vendors
Able to maintain record keeping systems
Strong analytical skills and the ability to analyze and resolve problems
Ability to prioritize
Attention to detail
Strong customer service skills with ability to interact with all levels of personnel from administrative and technical to high level executive management
Ability to work on a team as a member and leader
Excellent communication, task completion, and follow-up required
High level of personal integrity and the ability to manage subordinates required
Excellent capacity for task prioritization and delegation necessary
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
About National Association of Manufacturers
The National Association of Manufacturers (NAM) is the largest manufacturing association in the United States and one of the nation’s most influential advocates for manufacturing. By joining the NAM, you become part of a spirited and dynamic team that is driven to succeed. We recognize and reward our staff with competitive pay and annual performance-based bonus programs. We offer an outstanding benefits package that includes health, dental, and vision insurance, life, short-term and long-term disability, flexible spending accounts, SmarTrip, and a 401(k) Salary Deferral plan with employer match and contributions, and ample vacation and sick leave. Become part of a fast-paced team passionate about keeping the United States the world leader in manufacturing.