Systems Support Manager

Job Title: Systems Support Manager
Department: Service Desk Department
Location: Baltimore
Job Status: Exempt, Full Time
Wage Status: Salaried

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Summary: Installs, supports, upgrades and maintains servers, PCs, or other computer systems hardware and software. Responsible for responding to service outages, and other relevant issues surrounding client connectivity and data integrity. Assists users in the resolution of hardware or software problems and participates in projects both on-site and virtually.

Tasks

  • Answer user inquiries regarding computer software or hardware operation to resolve problems.
  • Assist users to diagnose and solve data communication problems.
  • Provide users with technical support for computer problems.
  • Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
  • Maintain the peripherals, such as printers, that are connected to the network.
  • Refer major hardware or software problems or defective products to vendors or technicians for service.
  • Set up user accounts, regulating and monitoring file access to ensure confidentiality and proper use.
  • Configure and test computer hardware, networking software and operating system software.
  • Configure, monitor, and maintain email applications or virus protection software.
  • Design, build, or operate equipment configuration prototypes, including network hardware, software, servers, or server operation systems.
  • Diagnose, troubleshoot, and resolve hardware, software, or other network and system problems, and replace defective components when necessary.
  • Maintain and administer computer networks and related computing environments including computer hardware, systems software, applications software, and all configurations.
  • Maintain needed files by adding and deleting files on the network server and backing up files to guarantee their safety in the event of problems with the network.
  • Monitor system performance and provide security measures, troubleshooting and maintenance as needed.
  • Participate in network technology upgrade or expansion projects, including installation of hardware and software and integration testing.
  • Perform data backups and disaster recovery operations.
  • Read technical manuals and brochures to determine which equipment meets establishment requirements.
  • Identify areas of operation that need upgraded equipment such as modems, fiber optic cables, and telephone wires.
  • Train users in use of equipment.
  • Responsible for documenting and updating all customer correspondence and relevant internal information in support tickets via ticketing system.

Work Context & Physical Requirements:

  • Requires using hands to handle, control, or feel objects, tools or controls
  • Requires sitting
  • Requires face-to-face discussions with individuals or teams
  • Requires contact with others (face-to-face, telephone, or otherwise)
  • Requires telephone conversations
  • Requires use of electronic mail
  • Requires dealing with unpleasant, angry, or discourteous people
  • Mistakes are not easily correctable and have serious consequences
  • Freedom to determine tasks, priorities, and goals
  • Requires repeating the same physical activities over and over
  • Requires work with external customers or the public
  • Requires work with others in a group or team
  • Includes responsibility for work outcomes and results
  • Requires working indoors in environmentally controlled conditions
  • Job tasks are performed in close physical proximity to other people

Required Knowledge: Windows Client Operating Systems, Windows Server Operating systems, Internet Explorer and integrated applications, Exchange basics, Phone systems, Wireless configuration, General software installation and troubleshooting, PC Hardware, PC Peripherals, DMS setup and troubleshooting, DNS Internal, DHCP, Body Shop software, Parts software, Accounting software, F & I Software, VPN, Security Cameras, Alarm systems, Web filters, Spam filters, Blackberry phone setup and troubleshooting, Blackberry Server setup and troubleshooting, Profiles troubleshooting, Terminal services, Antivirus, Active Sync, Citrix, CRM, Microsoft Office Software, General Office Productivity software, Basic Apple Mac troubleshooting, Cell phones – setup and troubleshooting, Physical and Electronic Fax setup and troubleshooting, Printer Setup and troubleshooting, Circuit troubleshooting, Internet connection troubleshooting (Edge Network), Server Migrations, Exchange, Email Cutovers, Cisco Phone Systems, Cisco Routers, Cisco Switches, Cisco Firewalls, Cisco Bridges, Cisco Wireless AP, General Software Installation and Troubleshooting, Backups, Blackberry Phone Setup and Troubleshooting, Cabling (creating, punching, tracing, new runs), T-1 Cutovers, A/V Hook Up, Microsoft Office Software, General Office Productivity Software, Server Room Cleanups. Autotask Ticketing System, Kaseya

Qualifications:

Experience: 10+ years

Education & Certifications: Bachelors Degree (required)

Skills: Active Learning, Active Listening, Critical Thinking, Learning Strategies, Monitoring, Reading Comprehension, Speaking, Writing, Coordination, Instruction, Persuasion, Service Orientation, Social Perceptiveness, Equipment Maintenance, Installation, Operation Monitoring, Quality Control Analysis, Repairing, Technology Design, Troubleshooting, Judgment and Decision Making, Systems Analysis

Disclaimer
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. The criteria of this job description may change at any time as the organization sees fit, as well as perform tasks not listed on this description