Job Description

• Manage own helpdesk ticket queue to work and resolve issues with both Windows-based and Mac computers, servers, Active Directory, data networks, printers, copiers, phones, O365 applications, and business applications.
• In conjunction with peer team members, proactively build, maintain and administer data networks, Active Directory, end-point protection systems, servers, phone system, site security systems, etc., utilizing best practices and proper administration techniques.
• Partner with peer team members to ensure network perimeter and Internet-facing servers are secure from cyber threats.
• Research and recommend new tools and technologies to simplify administration and improve efficiencies.
• Manage inventory of computing and networking assets, ensuring manual, physical inventory matches inventory in various automated systems (Active Directory, asset management system, end-point protection portal, etc.).
• Maintain and enforce hardware, software, and security standards.
• Assist monitoring incoming tickets to helpdesk system and ensure tickets are assigned to correct team members to support SLA parameters.
• Interface between end users and ITW IT service offerings (e.g. O365, Skype, SharePoint, FTP Hosting, Domain hosting, etc.)
• Manage phone system, provide end user documentation/training where necessary, and assist with mobile phone devices as needed.
• Manage backups of the server environment, perform necessary restores, and lead effort in restore testing.
• Lead and manage Local Information Technology Disaster Recovery Plan.
• Support Video Conference equipment and assist end users with usage/training.
• Lead periodic audits of software, security, inventory, users, phone system.

Qualifications

• Bachelor's degree in computer science, information engineering or other related areas.
• Microsoft, VMware, CompTIA certifications, beneficial but not required.
• Working knowledge of PowerShell, beneficial but not required.
• 4+ years’ hands-on experience supporting Microsoft Server, Active Directory, and Hyper-V.
• 4+ years’ hands-on experience providing advanced computer technical support.
• 4+ years’ experience supporting technologies including phone systems, O365 applications, data networks, virtual networks, end-point protection, and helpdesk ticketing systems.
• Good understanding of pertinent computing and network protocols and technologies including, but not limited to, TCP/IP, DNS, DHCP, RDP, (S)FTP, HTTP(S), SNMP, SMTP, and SSH.
• Based out of Solon, OH or the greater Cleveland, OH area.
• 5-10% travel may be required.

Additional Information

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually quiet.

While performing the duties of this job, the employee is frequently required to sit, stand, talk, hear, reach with hands and arms and regularly required to walk. Specific vision abilities required by this position include close vision and the ability to adjust focus.

ITW is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

We do not accept unsolicited resumes. To be considered an applicant, please apply online to a specific job posting.

If you are a qualified individual with a disability and are unable or limited in your ability to use or access the online application system process due to your disability, please click here for information on how to contact us directly. ****

ITW is an equal opportunity employer. We value our colleagues’ unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential.

As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship.

All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.