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Icom America Careers

POSITION TITLE:   IT Systems Support Specialist
JOB CLASSIFICATION:   Full-Time, Non-Exempt
REPORTS TO:   IT Manager
LOCATION(S):   Corporate – Kirkland, WA

PRIMARY FUNCTION:

The purpose of the position is to provide skilled technical support of all desktop computer hardware and software applications and provide additional system administration support.

This person is responsible for receiving, investigating and resolving software and hardware problems and requests, utilizing desktop administration software, Help Desk, and other enterprise applications to support laptops and desktop workstations and mobile computing platforms.

Additional functionality includes administering the operating system updates and security patches, Group Policy administration, email and file server content archiving and maintenance in addition to operating system and application deployments and configuration management.

The final functional responsibilities include the administration and maintenance of the IP telephony system and system components, remote desktop virtual computing platforms and content delivery/content management solution resources.

Objective is to support company operations to improve the efficiency and effectiveness of each department. Work includes prioritizing and coordinating all support needs and conducting follow-up procedures with appropriate time management. Provide additional System Administration support and backup. Performs related work as directed.

DUTIES AND RESPONSIBILITIES:

  • Installs, configures, updates and repairs software applications and hardware equipment consistently in a timely fashion; identify and implement improved methods/software for time-savings.

  • Provides skilled technical support through the help desk; responds to software and hardware requests to improve the efficiency and effectiveness of daily operations; performs informal training of end users/company employees.

  • Responsible for new employee setup & expiration within Active Directory including account creation, e-mail setup, VPN assignment, and basic user company-specific training.

  • Researches, analyzes and repairs routine to complex software and hardware issues (including PC’s, Monitors, Printers, Scanners, Copiers, NIC LAN wiring, etc.); ascertains the nature of the problem, and resolves independently or obtains approval and coordinates vendor support for best time management.

  • Consults with software vendors and company support desks for product research, dissemination of information and problem resolution with existing software.

  • Installs, maintains, updates and repairs telecommunication and voicemail systems & connections; responsible for Cellular phone setup, issuance, vendor contact for repair/ replacement.

  • Performs operating system installations, updates, and patches using industry standard tools.

  • Supports enterprise and cross-functional applications providing content delivery and content management as well as collaborative portal resources.

  • Retrieves, repairs or disposes of damaged equipment and hardware according to departmental support policies and procedures; Works with vendors to quote and procure hardware/ software as directed.

  • Assists with the maintenance of the network to ensure continuous communications between network users and servers. Utilization of scripting languages for administration and security purposes.

  • Responsible for administration of IP Telephony System, Help Desk Software, Enterprise Desktop Management Software, Operating System Updates, Active/Inactive Asset lists, IT stock Hardware/Software inventory, and desktop imaging applications.

  • Evaluates and presents recommendations of new software/hardware and process changes to improve functionality, efficiency and performance to management. Creates and maintains solutions (SOP) knowledge base.

  • Maintains open communication with all departmental management and employees for the dissemination of information regarding software and hardware issues.

  • Acquire, maintain, and expand knowledge of relevant product offerings, current support policies, and methods of support delivery, to provide technically accurate, cost effective, time efficient solutions to users.

  • Performs other duties as assigned.

PREFERRED EDUCATION AND EXPERIENCE:

  • Associate’s Degree in Computer Science, related field, or equivalent certification(s).

  • Three to five years progressively responsible experience in the coordination, installation and maintenance of all aspects of hardware and software services. Minimum two years overall Windows workstation operating systems and MS Office applications, Active Directory administration experience, Group Policy experience and Exchange administration experience.

  • Excellent applied communication skills both verbal and written; ability to understand and follow written and verbal instructions.

  • Ability to learn and implement new technological software, hardware and concepts; ability to read, analyze, update and maintain various software/hardware applications; demonstrate knowledge of technical software/hardware systems and operations.

  • Ability to work independently, exercise initiative in planning, organization, and implementation of daily functions resolving routine to highly complex Information Systems problems.

  • Considerable knowledge of technical software/hardware systems and operations. Ability to read, analyze, update and maintain various software/hardware applications.

  • Skill in configuring and installing personal computers, software applications and hardware equipment; accessing, operating, maintaining and repairing various software applications and hardware equipment; operate basic office equipment e.g., computer terminals, printers, copy machines, telephone systems, scanguns and mobile devices.

  • Ability to establish and maintain effective, professional working relationships with employees, management and software/hardware vendors.

  • Semi-physical work; heavy lifting, pushing or pulling, carrying required of objects up to 70 pounds with or without accommodations.





ABOUT ICOM AMERICA

Founded in 1979, Icom America is part of the Icom Corporation, a worldwide leader in two-way radio equipment for land, marine, avionics, and amateur radio communications. Icom America provides a competitive compensation and benefits package, including cash bonus, medical, dental, vision, life and disability insurance, matching 401(k) retirement plan, and paid vacation. Icom is an Equal Opportunity Employer M/F/Sexual Orientation/Disabled/Veteran. Qualified candidates must submit a cover letter, resume, and salary expectations to jobs@icomamerica.com.

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