Primary Purpose:

This position is responsible for effective planning, provisioning, installation/configuration, administration and maintenance of desktop hardware, software and related infrastructure. This role participates in technical research and development to enable continued innovation of infrastructure solutions. This role ensures that infrastructure related policies, processes and procedures adhere to organizational compliance and values.  Additionally, this role works under general supervision and a certain degree of creativity and latitude is required.

Key activities for this role include: 

• Support various operating systems by assisting with system updates, patches, security and configuration
• Support cloud-based applications by assisting with management of devices, policies, and groups.
• Diagnose and resolve software and hardware incidents, including operating systems and software applications.
• Take a proactive approach to solve technical and business problems.
• Troubleshooting of server-based applications.
• Knowledge of imaging systems.
• Inventory tracking and documentation of devices.
• Knowledge of phone support and troubleshooting.
• Provide technical support for all escalated support incidents.
• Assist with deployments for all equipment in store support environment as required. 
• Provide technical break/fix support for store support equipment.
• Provide technical support of mobile devices including mobile device management software.
• Assist with procurement of break/fix equipment for all store support equipment as required.
• Assist with equipment recycling process for break/fix for closed retail locations.
• Create documentation for administration processes and support.
• Responsibilities sometimes require working evenings and weekends, sometimes with little advanced notice.
• Other duties as assigned.

Additional Dimensions:

• Excellent time management, organizational, personnel, and problem-solving skills.
• Ability to work and communicate with all levels of management.
• Strong written and verbal communication skills.
• Highly dependable with a “Can Do” attitude.
• Available for on-call support; must be able to work weekends/evenings as needed.
• Ability to function effectively within a team or as an individual contributor.
• Must be able to work in the Fishers, Indiana office, Monday-Friday.

The accomplished individual will possess the following:

• High school diploma or general education degree (GED) or related experience with 5 or more years of desktop support experience.  Associate degree in Computer Science, Computer Engineering or related experience with 3 to 5 years desktop support experience is preferred.
• Sound technical understanding of Microsoft Windows and Apple operating systems.
• Sound understanding of various hardware systems that are supported throughout the environment.
• Knowledge and experience with imaging software, architectural concepts and administrative tasks.
• Knowledge and experience of general networking, DHCP, and DNS.
• Knowledge and understanding of Mobile Device Management systems.
• Good understanding of general business operations and needs.
• Excellent interpersonal skills.
• Strong verbal and written communication skills.
• Problem solving and analytical capabilities.
• Ability to execute assigned tasks swiftly, efficiently, and qualitatively.

• Ability to move and handle computer equipment generally weighing up to 50 pounds. Position involves spending long hours sitting using computers, which requires attention to detail and high levels of accuracy.

The accomplished individual will have the following attributes:

• Time management – Must have organization, prioritization, goal setting, problem solving and planning skills.
• Self-Motivation – Will take unsolicited actions toward achieving overall goals and objectives.
• Strong Communication – Strong written and verbal skills when engaging our customers.
• Adaptability – Must accept and adjust quickly to changes in business or IT strategy.
• Negotiation Skills – Ability to resolve issues, prioritize efforts and manage resources.
• Problem-Solver – Relentless sense of urgency, strong intellectual and have a “Can Do” attitude.
• Customer Focus – Ability to establish strong relationships across all levels of organization.
• Leadership – Demonstrated leadership capabilities, ability to organize and motivate.
• Strategic & Execution-oriented – Possesses the ability to balance strategic visions and execution capabilities to deliver results.
• Progressive – Conceptual, analytical and strategic skills and a vigorous thought process.
• Team Player – The ability to work in a team environment.
• Documentation – Must be able to create or update process and procedure documentation while maintaining desktop related knowledge base articles.

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