Information Technology/ Information Support Coordinator

Role within team:

SUMMARY:
1. Provide strategic information support for all company functions.   
2. Provide software and network support, training and troubleshooting in a networked microcomputer environment.
3. Provide support on a wide range of applications including Office, Goldmine and MAS90 products.
ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Priority function is to support achievement of strategic business goals of Ultraflex as defined by the Strategic Business Plan through software and hardware support. 
2. Develop job aids (database, reports and software applications) to assist in daily job tasks and to allow for measurement and reporting needs. 
3. Set up batch files or procedures to facilitate software installation by other support staff or to help users in their specific tasks.

4.   Install, configure, maintain, and troubleshoot a wide range of software used throughout the Ultraflex operations.  Perform hardware/software upgrades to existing computer equipment as needed.
5..   Investigate error messages and determine resolution.  Reinstall programs or replace files that are causing errors.  Call software vendors or access on-line technical support to obtain software updates as needed.
6.   Provide network support company wide which includes, but is not limited to, installing networked application software, granting access to users, creating user groups, managing shared resources, installing peripherals, configuring computers for security, including setting up batch files and making specific files read only.
7.  Mentor teams to create defined specifications and requirements for all reporting and new software platforms being investigated to advance strategic business plan. 

1. Contact software vendors to obtain specifications, pricing, and other purchase related information needed to guide each team in their selection of software.
2. Negotiate site license and coordinates volume purchase arrangements for standard Ultraflex software packages.

8.   Train users in startup, basic and advanced use of software programs including Goldmine, MAS90 and Microsoft Office.  May provide group training on request.
9.   Act as software support to the entire Ultraflex Company, providing technical assistance to all team members.  Respond to user requests for service and determine nature and extent of support needed.
10.   Maintain up-to-date expertise in the operation and application of the Ultraflex standard microcomputer software and a working knowledge of a wide variety of commonly used hardware and software.
11.   Meet with and advise all leaders and peers in the design, implementation, and configuration of networked and workstation software.  Advise Group Coordinators and Team Leaders in setting and updating standards for microcomputer software.  Assist in evaluation and testing of microcomputer software and in planning for future needs.
12. May provide supervision, training, and technical guidance to team members assisting with software support as a part of their daily work.
13. Coordinate team purchases of application software and provide license tracking company wide on all centrally purchased packages such as anti-virus and office suites.
14. Perform other related duties as required to accomplish the objectives of the position (e.g. daily backup of servers ensuring tape is taken offsite each night).
15. Perform other duties in the interest of the company as needed or assigned.
QUALIFICATIONS:
Knowledge and Skills:

1. Special technical knowledge of the techniques and procedures of software and network support for multiple users.  Must understand installation, configuration and troubleshooting processes for software, hardware, networking and accessory equipment.
2. Experience with personal computer equipment.  Must have advanced personal computer word processing, spreadsheet, database (SQL and MS Access preferable), DOS and Windows skills.
3. Sufficient analytical skills to assess problems or unusual situations and develop solutions.
4. Prefer a working understanding of Ultraflex and individual team operations, goals and objectives relating to Computer & Communications Services.
5. Prefer knowledge of how to assemble and disassemble personal computer components, including cabling.

Abilities:

1. Independently perform all of the duties of the position efficiently and effectively.
2. Install, configure, troubleshoot and maintain all of the software applications and peripheral equipment used at the Ultraflex.
3. Strong communication and training skills and be able to communicate technical information to non-technical users.

Education and Experience:

• AA/AS degree or Certification in computer related field plus two years relevant experience
• AA/AS degree or Certification in computer science or related discipline;
• Combination of education and experience that enables performance of all aspects of the position.