Internal IT Support

DataBank is a leading service provider of enterprise class services aimed at providing 100% uptime and availability of customer data, applications, and equipment. DataBank's managed data center services are built around its world-class facilities, multi-homed Internet access hub, and multi-terabyte storage area network. We provide a redundant managed colocation environment for companies wishing to outsource their entire computer room infrastructure. This environment consists of space, power and network transport services.

DataBank's Internal IT Support position is responsible for supporting the DataBank staff with all of their IT related issues, questions and needs. The primary objective of this is to be the frontline support for our corporate end-users. which includes managing the daily ticket queue by addressing end user requests, assigning and/or escalating tickets to IT's internal tier 2 and engineering teams, as well as other internal departments. Not only are you assisting end-users, but your primary focus is also on response time, service excellence, and preventative solutions, which equates to a fanatical customer experience. In addition, this role is responsible for the assignment and documentation of end-user IT peripherals (desktops, laptops, monitors, cell phones, tablets...) as well as tracking application licenses. You will be shipping and receiving equipment from end users and vendors. You will also be responsible for operating system imaging, maintaining security and compliance requirements and inventory management of all assets (both hardware and software) across all of DataBank's offices. As part of your duties, you will also be responsible for beginning and intermediate level of support for Windows and Mac O/S, software installations and configuration, networking, troubleshooting configurations, basic system admin work (creating logins, updating passwords, group policy, scripting, etc.). Other activities include enterprise solutions management such as Antivirus, O365, 8x8 VOIP, etc. as well as, working closely with our executives and partnering with other teams of engineers to ensure systems are running optimally.

The service you provide is high touch and high visibility and requires an individual with excellent communication, follow-through, and documentation skills. You will have an appetite for learning, innovation and participation. As a member of the IT engineering and operations team you will collaborate with other highly skilled staff within DataBank to fulfill the company's mission to be customer-centric with a strong focus on service excellence.

Responsibilities

• Manage hardware assets for both new hires and staff terminations.
• This includes system imaging, inventory management, user training and ongoing hardware troubleshooting and support.
• Support the corporate and enterprise solutions and applications for our end user customer base.
• Collaborate with other teams to ensure standards are maintained.
• Ensure consistency in user configurations for business applications, Wi-Fi network connectivity and general PC use.
• Develop and cultivate strategic relationships that benefit the department and the organization.
• Assist with the deployment, implementation, and maintenance of core infrastructure and services for our corporate network and end-users.
• Manage and prioritize multiple and simultaneous projects while meeting project deadlines and maintaining customer service levels.
• Assess the scope and impact of incidents and critical events with a sense of urgency based on the incident SLAs using appropriate policies and procedures.
• Effectively communicate at all levels of the organization.
• Manage through conflict and challenging situations with positive outcomes.
• Make decisions and judgments based on accepted industry standard procedures and best practices.
• Multi-task, prioritize and manage workloads while adapting to the changing business environment.
• Create and communicate a clear business case justifying project, team and technology costs.
• All other duties as assigned.

Other requirements

• Proactive, upbeat, and collaborative communication style, with the ability to be direct, tactful, and transparent.
• Ability to execute from a continuous service improvement perspective that drives the quality of the services we proceed to include preventative maintenance, optimization, lower costs, and ease of scale.
• Demonstrate critical thinking and problem-solving skills.
• Must be able to work cross functionally and be self-sufficient with all duties, activities, and assignments.
• Must be able to work flexible hours as the job requires; some days can be longer based on workload and projects.
• Must be able to lift of 50 pounds.
• Travel to other offices as needed.
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Qualifications

Candidates must have the ability to prioritize projects and/or tasks. This position requires some work or oncall duties to be performed after business hours. On-Call is required on a rotational basis. In the case of outages, the candidate must be able to work alone or within a team environment until the problem is resolved. These events may or may not be during the normally scheduled on-call duty.

• High school diploma; Bachelor's Degree in Information Technology or Computer Science preferred. Equivalent work experience can be substituted for college education.
• 2+ years of experience in a IT help desk and / or computer build / provisioning role.
• 2 years of experience managing and administering enterprise business applications.
• A general understanding of TCP/IP networking and its associated protocols.
• A demonstrated strong working knowledge of Microsoft Windows desktop OS's, MAC desktop OS's, Apple mobile OS's and Android mobile OS's.
• Certifications within the engineering discipline and IT industry are highly desired but not required.
• Experience supporting an environment with multiple dependencies.
• Positive work relationships.