Job description
JOB
To manage all aspects of user-facing technology in the organization by managing enterprise software and user accounts, developing and maintaining end user training, and providing end user support by managing and maintaining an effective help desk staff and structure.
EXAMPLE OF DUTIES
Essential DutiesAdministers and maintains enterprise-level software applications, including installation, configuration, updates, and troubleshooting. Ensures compliance with software licensing requirements and oversees the deployment and configuration of critical business applications on client systems.Manages user identities, access permissions, and profiles through directory services such as Active Directory, Entra, SharePoint, and distribution lists. Coordinates onboarding and offboarding processes to ensure users have appropriate access to systems and applications.Supervises the Information Technology Technical Specialist, ensuring timely and effective first-level technical support for end-users. Oversees the incident response process, including issue logging and resolution tracking via an IT service management platform. Provides guidance on resolving hardware, software, and connectivity issues.Develops and maintains user documentation and training materials for organizational systems. Conducts training sessions for new hires and transitioning staff, ensuring all users have access to essential system resources and guidance.Oversees the management of all client-side devices and systems, including performance monitoring, hardware deployment, and enforcement of security policies. Recommends and implements upgrades to optimize user experience and security.Serves as the primary backup to the Infrastructure Administrator and a secondary backup to the Business Systems Analyst, ensuring operational continuity across IT functions.Plays a key role in implementing and deploying new technologies by gathering system requirements, purchasing hardware and software, documenting configurations, and providing training to end users. With a focus on system and network security, deploying security measures, responding to, and mitigating breaches and infections, and maintaining user rights and access. Responsibilities extend to providing end-user support, handling help desk tickets, offering tier 3 technical support, and being available for IT emergencies outside of regular business hours.Provides technical expertise and guidance for non-IT Department projects, responding to system outages and emergencies 24/7/365. Perform any other related duties as required or assigned.
SUPPLEMENTAL INFORMATION
Job Description Disclaimer: The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required. This description is subject to modification as the needs and requirements of the position change.
