Technical Support Administrator

Responsible for the overall End User Support - ensuring all corporate users receive superior technical support., * Assists IT coordinator in answering help desk calls and entering tickets

• In partnership with other TSA’s, candidate is expected to resolve all tier 2 and tier 3 support requests companywide. Candidate is also expected to perform basic to advanced diagnostic and escalate to tier 4 engineers when necessary
• Maintain a working fleet of hardware and software and rotate as necessary
• Maintain software versions and patch management using Desktop Central and other deployment tools
• Remain current on developing technologies and make recommendations as needed to IT management
• Assisting with setup and troubleshooting of company smartphones / tablets
• Respond to major computer problems after-hours as needed
• Provide setup and support of video conferencing calls between both internal and external locations as necessary
• Support the copier and printer fleet within the organization. Resolve basic issues and escalate to vendor when necessary
• Write documentation and training guides as necessary
• Facilitate, test, and manage the introduction of new user facing software and technologies into the organization
• Enforcing all IT Security, Usage Policies, and Procedures
• Provide training for users on a variety of technologies
• Other responsibilities as directed by IT Management
• Occasional travel to other offices or for seminars may be required

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Since the Hallmark Channel and Hallmark Movie Channel are 24 hr Cable Networks, this position requires the individual to be available after hours, as necessary on a rotating basis. The individual must be willing to be accessible after hours for users and other members of the IT team. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions., * High School diploma - preferably an associates or bachelor’s degree

• At least four years of experience in Information Technology, Help Desk, or other IT related positions
• Strong knowledge and experience with business level software and hardware support in a networked environment (LAN)
• Strong expertise in Windows operating systems and similar applications
• Clear understanding of networks system design
• Strong break/fix mentality and the ability to diagnose/research simple or complex user related computer problems
• Knowledge in Information Security a plus
• Expertise in Mac operating system a plus
• Hardware or A+ certifications a plus
• Microsoft Certifications a plus
• Windows Server administration a plus
• Must be available on an on-call rotational basis
• Must be willing to carry a company provided mobile phone
• Must be able to lift 50 pounds
• Must be able to work as part of a team

• Must demonstrate excellent communication Skills - (Listening

  Questioning

  Communicating)

• Strong interpersonal skills required and able to work with different personality-types
• Must be able to demonstrate strong customer service and manage user/company expectations
• Familiarity with IT tracking and management tools
• Excellent organizational skills required (juggle multiple issues simultaneously)