Helpdesk and Remote Systems Manager

POSITION SUMMARY:

Under the direction of the IT Manager, the Helpdesk and Remote Systems Manager administers and supports and administers the Helpdesk and Remote Systems for the corporation. The Helpdesk and Remote Systems Manager assists in planning, testing and research for ongoing and future Helpdesk and Remote Systems development. The Helpdesk and Remote Systems Manager must possess strong expertise in all related technologies. The Helpdesk and Remote Systems Manager is responsible for managing Helpdesk Operators and Remote Hardware Technicians.

Essential Functions:

• Provide Level 3 support for all matters related to Remote Systems.
• Supports and administers a large number of Linux Servers (Suse, Red Hat, etc.)
• Assist in designing, selecting, developing, integrating and implementing network remote applications for internet working components.
• Assist in the design, installation & and implementation of Remote System services including server access, file system allocation and troubleshooting.
• Assists in the implementation, installation and support of standardized and custom desktop and server applications.
• Deploy custom hardware in various geographical locations.
• Develop hardware schema
• Prepare required documentation, including user documentation
• Support a small help desk and respond quickly & professionally to trouble ticket submissions
• Handle on-call responsibilities for production systems.
• Support all desktop hardware and software.
• Provide user training when required.
• Documents all troubleshooting and final resolution and communicates resolution to appropriate IT staff and system users.
• Possess solid understanding of the application deployment process and correlations with network administration responsibilities.
• Develop and document implementation work plans.
• Develop test plans for configuration and installation work.
• Create and maintain network diagrams, work flow diagrams, procedures, software inventories, hardware inventories and all other network documentation.
• Coordinate information with other IT Staff.
• Identify issues proactively to prevent outages with a goal of 100% uptime.
• Researches new technologies that may increase corporate productivity or provide better service.
• Prepare basic project deliverables, under the direction of the IT Manager or other senior personnel, as assigned.
• Performs at or above the enterprise’s Information Technology performance standard.
• Develops and/or implements processes, scripts and applications as required to improve the overall efficiency amid stability of network systems.
• Work closely with other departments to ensure platform stability and optimal performance.
• Share 24x7 on call responsibility and provides scheduled & unscheduled off-hour support.
• Participate in the rotating on-call duties and off-hours maintenance windows as needed.
• Log problem calls and resolutions within the IT trouble-ticket system.
• Participates in development of Disaster Recovery plan.
• Fulfill department requirements in terms of providing work coverage and administrative notification during periods of personnel illness, vacation or education.
• Follow SOP for testing quality and availability of remote site stations.
• Follow SOP for acceptable outage times and the procedures to follow when these are exceeded.
• Continue to research and test remote AM/FM antennae's to come up with the best solution for our remote sites.
• Research and develop standard designs for terrestrial and cable TV remote site capturing.
• Perform other IT tasks as requires