Job Summary
Conduct helpdesk operations and end user support, incident tracking, desktop and workstation images and inventory, password assignments, and active directory user accounts. Grant user access to local domain and cloud service Software as a Service (SAAS) packages. SAAS platforms include but not limited to: Office365, Microsoft Azure, Salesforce, KeyedIn, and Intacct. (Salesforce, KeyedIn, Intacct for SDC’s Enterprise Resource Planning (ERP) solution). Incident tracking is required for all internal customer inquiries to the helpdesk and is tracked in Solarwinds.. Manage the user creation of SDC’s Office 365 and Azure Active Directory (AD) federation accounts. Manage SDC’s Azure AD accounts and ensure proper synchronization. Provide helpdesk services for staff members who identify problems with their individual desktop/laptop computers and/or peripherals. Create, Edit, and maintain Active Directory Group Policy Objects under the direction of Senior Leadership Team. Escalate IT and IT related helpdesk issues to senior IT associates as required. Manage the company’s workstation configurations such that all employees have access to common versions of key application software such as Microsoft Office applications. Report all software licenses for the company to help ensure complete compliance at all times. Identify and help resolve any license non-compliance issues. Help establish and maintain IT related standard operation procedures (SOP’s).
Primary Responsibilities
- Provide rapid troubleshooting and resolution of all workstation and user account related problems
- track work within the Statistics and Data Corporations Helpdesk.
- Conduct preventive maintenance (PM) on workstations are completed successfully
- Provide escalated helpdesk type services for all company employees who identify IT related problems
- Perform internal system administration duties such as granting and withdrawing employee access rights and ensuring designated backup personnel are properly trained and executing the same in accordance with SOP
- Manage folder and file permissions through Active Directory in accordance with SOP.
- Perform report writing in all company related report writing capacities including those report writers for Office 365, Solarwinds, and SAAS/ERP packages.
- Uses written scripts for Active Directory and PowerShell
- Manage the configuration of common software operating on all computers to ensure that key software such as Microsoft Office applications are all maintained to a common configuration based on user role.
- Help establish and maintain helpdesk related SOPs
- Acts as IT purchasing agent for all India based IT purchases
- Review all India based IT contracts and recommend changes prior to executive-level signature
- Coordinates all Audio Visual needs for SDC-India
- Provide exceptional customer service to company personnel
- Support continuous improvement initiatives spearheaded by Executive Management and/or department heads
- Administer the company cloud-based Internet Protocol (IP) phone system
- Report Helpdesk Metrics.
- Develop IT Metrics through Office 365 Reporting/Solarwinds Reporting
- Provide Azure Administrative services to SDC’s cloud based initiatives
- Develop and deploy SDC’s virtual desktop initiatives for persons outside of US.
- Comply with Statistics amp; Data Corporation’s data integrity amp; business ethics requirements
- Perform other duties as assigned
- Adherence to all essential systems and processes that are required at SDC to maintain compliance to business and regulatory requirements
The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This document is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified.
Required Skills
- Thorough understanding of workstation management, troubleshooting and corrective action
- Intermediate knowledge of Active Directory.
- Intermediate knowledge of Microsoft operating systems
- Beginning knowledge of Microsoft Azure
- Have good working knowledge of VPN setup and maintenance, , performing hardware upgrades as needed and managing Endpoint software to ensure workstation level security.
- Exceptional customer support skills
- Demonstrated excellence in basic computer troubleshooting and problem resolution
- Solid independent, critical thinking ability with well demonstrated analytical problem-solving skills
- Basic understanding of data management and biostatistics analysis processes as they relate to IT requirements.
- Ensure that validated computer systems undergo validation at appropriate time and manner in accord