Bridging the Gap

Information Technology


Support - Providing on-site, hands-on support, including hardware/software support at the desktop level. Deploying other hardware and software to keep users productive, including printers, plotters, copiers, and other miscellaneous equipment.

Customer Service - Providing a high level of service and effectively supporting the technical needs of the employees.  Providing prompt and courteous service.  Effectively communicating with users.

Liaison - Acting as a liaison between the employees and the larger IT organization.

Recommendations - Making recommendations for hardware, software, and other systems or services that enhance the user experience, reduce IT resource needs, or increases profitability.

Confidentiality - Exercising discretion and maintaining confidentiality of all business, human resource, and operations information.  Understanding and compiling with the Company‚Äôs Code of Business Conduct.  Regulate security privileges, account removal, and archiving of data for former employees. 

Local Office Support - Managing the life cycle of hardware, including ordering new hardware, configuration upon receipt, installation for the user, ongoing support, and disposal at the end of the hardware life.

Phones - Addressing telephone, including phone and voicemail systems, and cell phone issues.

Team Player - Working closely with the Service Desk and other IT Level staff.   Balancing the times when independent work is necessary while working as a team player.

Data Storage - Coaching users on data storage, archiving of old data, and appropriate file placement and archiving structures.

LAN Performance - Monitoring the overall performance of the LAN and connectivity, and when trouble surfaces, analyzes the systems and seeks resolution in a timely manner.

Meetings - Representing the business during IT department conference calls and meetings. 

Training - Giving support and training to users.

Inventory - Maintain inventory of hardware and software. 

Documentation - Documenting aspects of the system(s), including hardware, operating system, software, licensing, configuration, vendor contacts, routine procedures, and ongoing changes to the system(s).

Standards - Maintaining compliance with established IT and ITIL standards, policies, procedures, and Service Level Agreements.

Vendor Partnerships - Establishing trusted partnerships with vendors that play a vital role in supporting the business, and fosters new relationships when relevant opportunities arise.

Updates - Applying updates and configuration changes as needed to maintain the system and with minimal disruption of service to users.

Maintenance - Performing system maintenance and providing technical support after typical business hours in order to maintain system availability and to achieve schedule demands. 

Root Cause Analysis - Actively discovering the root cause of system issues.  Communicate repetitive incidents to build matching incident documentation or perform problem management.

Jobsite Support - Coordinating and implementing job site setup, managing all telephone, and other support as needed for applications and hardware. Working closely with Operations staff to understand the technical needs of the project. Assisting with the installation of connectivity and telephone services to the job site, including short term solutions as necessary until long term services are obtained. Insuring that the job sites are adequately equipped with computer hardware, software, printers, wireless access, phone and voice mail systems, copiers, and fax machines as necessary and appropriate for the project. Upon completion of projects, returning technology assets as necessary to office or Warehouse, terminating connectivity and telephone services, and assisting the staff in efficiently demobilizing from the site.