• IT HelpDesk - Operations Support Specialist II

    Job Locations US-OH-Richfield
    Job ID
  • Overview

    Provide technical assistance to SBS internal associates globally. Answer questions or resolve computer problems for clients via telephone or email. Identifies root cause of problems, troubleshoots and provides advice to assist users. Coordinates with other IS areas globally to resolve problems if necessary. May provide assistance concerning the use of deskside tools including hardware, software, printing, hardware/software installation, electronic mail, operating systems, network issues, Web support, telecom, and general technical troubleshooting. Perform deskside support duties including installation, maintenance, testing, of personal computers, printers, faxes, and other deskside technology oriented infrastructure as assigned. Troubleshoots problems and takes corrective action through internal staff or vendors. Work with Infrastructure Services global team to resolve complex desktop, network, and WWW technical problems. Perform computer operator duties that include monitoring backups, performing enterprise backup restores, running miscellaneous reports, and code and/or content updates for commercial or internal Web sites. Perform Tier 1 troubleshooting of all backup failures. Monitor Web site functionality, troubleshoot and respond accordingly to performance degradation and site outages. Provide daily quality assurance and diagnostic support for the Web infrastructure at internal and commercial hosting sites. Create and manage network logon, email, Oracle business application and FTP accounts. Assign responsibilities and manage purchasing approval hierarchy within the Oracle business application. Manage and notify all SBS global clients of infrastructure outages including internal and commercial hosting sites. Receives minimal daily supervision and works independently to a large extent.


    1. Answer helpdesk phones and route calls accordingly; record call tickets in Help Desk call logging application.
    2. Operate and maintain overall enterprise backup system(s); monitor daily schedules; notify appropriate parties when backups are incomplete.
    3. Release software or content to internal or commercial SBS Global Web sites per instructions.
    4. Configure and install personal computer hardware and software as assigned including new PC setup, reconfiguration of existing PCs, hardware and software troubleshooting, PC inventory documentation (PCIS) and proper disposal of obsolete deskside equipment per company procedures.
    5. Daily interaction with all levels of associates to perform various Tier I and possible Tier II level troubleshooting.
    6. Monitor network/printers/ and network switch activity.
    7. Perform client processing jobs for various media types based on run documentation.
    8. Monitor the enterprise backup environment including the tape and disc management. Perform manual backups as requested.
    9. Interface with outsource service providers as required to build, change, tune, and otherwise support global infrastructure supporting SBS.
    10. Prepare and perform operational processes and document for work supported by the group.
    11. Recommend new procedures to improve effectiveness of the group
    12. Provide support on gathering, reporting, and analysis of performance data on Web infrastructure.
    13. Provide trouble-shooting and corrective active support to developers for Web related applications.
    14. Perform network account management activities including creation of Active Directory accounts, email, Oracle accounts and any changes to these accounts as documented by a helpdesk request.
    15. Coordinate efforts with global I/T management and/or Director, Technology to insure that the information assets of the Company and the commercial clients are protected at all times.
    16. Perform miscellaneous duties as assigned.



    • Bachelor’s degree preferred, Associate degree or equivalent work experience is required.
    • Industry recognized certifications will be considered.
    • One-two (3-5) years’ experience in the Computer Operations, Helpdesk, or Desktop Support areas doing similar work as duties outlined above.
    • Knowledge in Microsoft desktop applications, Microsoft developer tools, WebRoot, remote connection technologies and PC troubleshooting skills regarding hardware and software.
    • Knowledge of current Windows desktop operating systems.
    • Knowledge of Asset Management Systems (Kace, etc.).
    • Excellent communication, writing/documentation, prioritization and organizational skills.
    • Ability to work with global clients, technical staff, and vendors.
    • Good problem solving and consultative skills.
    • Must be a team player with a positive attitude, enthusiasm, initiative, sense of urgency, and be self-motivated.
    • Willingness and ability to work overtime and have the ability to work on a rotating after-hours schedule.
    • Knowledge of Oracle business applications (CRM, Purchasing, etc.) is a plus
    • Knowledge in Web architectures, LAN/WAN networking, application design concepts, language tools are a plus.
    • Knowledge in basic Web admin skills in HTML, ColdFusion, and Common Spot are a plus.
    • Knowledge of Veritas NetBackup is a plus.
    • Strong customer service orientation.
    • Must have the ability to work unsupervised and follow defined policies and procedures.
    • Occasional travel may be required.



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