Senior IT Specialist (Helpdesk)

Main Duties:

• Oversee end-user services, including help desk and technical support services
• Manage direct reports, both local and in remote locations
• Review and analyze the effectiveness and efficiency of end-user services
• Maintain high availability of network resources including ERP and email
• Work with stakeholders to define business and systems requirements for new technology implementations
• Develop business case justifications and cost/benefit analysis for I.T. spending and initiatives
• Participate in the development and implementation of I.T. policies and procedures, including those for architecture, security, disaster recovery, standards, purchasing, and service provisioning
• Establish I.T. Standards as they relate to Infrastructure; enforce I.T. and organizational standards
• Benchmark, analyze report on, and make recommendations for the improvement of the IS infrastructure and IS systems.
• Negotiate and administer vendor and consultant contracts and service agreements
• Practice asset management for I.T. hardware and software/licenses
• Work with technology vendors to investigate and implement new technologies and techniques
• Work with a help desk ticketing system to log and track support requests