Under the direction of the IT Operations Manager, this position provides technical assistance to

computer system users. This position answers questions and resolves computers issues in-person, via phone or

Teams. This position provides assistance concerning the use of computer hardware and/or software including

printing, installation, electronic mail, and operating systems.

Essential Duties and Key Responsibilities include the following:

User Support

• Provide technical troubleshooting and analysis for internal customers, remotely or in person
• Troubleshoot malfunctioning equipment and applications
• Maintain and upgrade office computers and equipment as needed

Accounts and Security

• Monitor user accounts using on-premises Active Directory, Microsoft Entra ID, and the Microsoft 365 admin center
• Perform Active Directory maintenance
• Assist users with multifactor authentication (MFA) on their devices

Devices and Equipment

• Image machines and mobile devices using SCCM and Intune
• Set up and install new PCs, workstations, and peripheral devices for end users
• Log and track all IT equipment issued to employees, and maintain the corporate PC list so IT knows who each PC is assigned to
• Research hardware requirements and place orders for new IT equipment

Network and Infrastructure

• Monitor network connectivity of machines across campus using Extreme Cloud IQ (XIQ), and troubleshoot connection issues caused by authentication problems
• Assist with installing network cabling and other network equipment
• Verify Ethernet port-to-patch-panel-to-switch connectivity
• Assist with server maintenance to keep servers up to date, secure, and operational
• Conduct a quarterly campus UPS (battery backup) audit and configure each unit to work with the SMTP server and network Documentation
• Document troubleshooting steps, resolutions, procedures, and equipment changes, and keep that documentation current
• Write clear, accurate technical articles for the knowledge base
• Keep ITAM records accurate as equipment is added, moved, reassigned, or retired Team support
• Assist other IT team members with projects as assigned
• Provide occasional weekend support in the team operations center as needed

Education/Experience:

• Required: Associate or Bachelor Degree in Information Technology, Computer Science or Engineering:

Preferred Experience:

• Ability to exercise initiative and resourcefulness.
• Ability to establish and maintain effective working relationships with others.
• Knowledge of professional office practices.
• Knowledge of operating general office equipment.
• Ability to exercise independent judgment and discretion.
• Ability to work with limited supervision.
• Ability to understand and carry out moderately complex oral and written instructions, prioritize work and meet time restraints.
• Availability to work hours between 9am-6pm est.

Computer Skills:

• Diagnostic and problem-solving skills.
• In-depth understanding of computer systems and networks.
• Knowledge of internet security and data privacy principles.
• A+, Network+, Security+, Microsoft IT Support Specialist Professional

This role subject to International Traffic in Arms Regulations (ITAR) requirements and as such, U.S. Citizen, Permanent Resident or U.S. Person Status Required.

Hendrick is an Equal Opportunity employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. For more information regarding the EEOC, please visit https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf.