Help Desk Administrator

Hours: Monday - Friday 8:00am - 5:00pm

Position Summary: Administer, manage and report on operational timelines and support issues regarding, system hardware, telecommunications and software for the company's computer systems. Supervise and direct activities of the Help Desk employees.

Responsibilities and Duties:

• Develop and review accurate processing schedules and forms to be used by computer operators.
• Ensure adequate system response time as well as timely output data by scheduling processes to make efficient use of available system resources. Make recommendations as needed for improvement.
• Maintain a current accurate inventory of software products and hardware components and coordinate user needs including setting up of hardware and standardized software environments.
• Register software and hardware products with manufacturers to ensure appropriate warranty coverage. Periodically review maintenance requirements of equipment and software products, make recommendations to the Director of Information Technology to change existing coverage.
• Monitor third party activities, i.e. microfiche productions, statement production, data transmissions, tapes, to ensure timely and accurate implementation.
• Monitor the performance of wide area network, computer systems, applications and resources to ensure specified system uptime is maintained.
• Administer problem resolution procedures to ensure timely recognition, prioritization and resolution on user.
• Monitor and adjust hardware or software configurations on personal computers, the wide area network or the mainframe in consultation with appropriate technical personnel.
• Monitor day to day computer operations. Review work, i.e. logs, processing schedules, output data generated by computer operators to ensure procedures are timely accurate and efficiently implemented.
• Upon notification from computer operators, users or system monitoring software, inspect and take prompt action to resolve system software and/or hardware errors.
• Oversee the production of reliable system backup media and the on-site safekeeping of same. Monitor, and ensure the timely, accurate and secure distribution of back-up media to and from the off-site storage locations. Verify retention, and storage procedures for backup media that are implemented accurately.
• Maintain accurate system level documentation and problem resolution procedures for all systems.
• Develop and document training program for computer operations.
• Coordinate and oversee the repair system peripherals. i.e. terminals, personal computers, printers etc. and ensure tracking of same. Provide periodic reporting of repair or maintenance history to the Director, Information Technology.
• Review current operations procedures and identify bottle-necks and exceptions. Recommend improvements.
• Manage and coordinate all Internal Help Desk activities.

Education and Experience:

• Two-year college degree with major coursework in computer science
• Three years of practical experience in an mainframe and wide area network environment including one in a supervisory capacity
• Excellent oral and written communication, interpersonal and organizational skills along with the ability to handle multiple tasks and prioritize
• Excellent time management, organizational and problem-solving skills
• Strong computer operations and help desk management skills along with the ability to develop and maintain documentation.

Qualified individuals should apply in person at 5010 University Avenue.