Interface directly with the help desk and IT support technicians to resolve and document hardware and software troubleshooting tickets, bug reports and errors.
Provide immediate, direct customer support and troubleshooting help to end users through email, telephone and personal communication.
Manage, deploy and configure hardware upgrades, software updates, security patches and other necessary items on an as-needed basis.
Perform daily system monitoring and backup procedures to ensure data security, availability and integrity of required resources, and proper recording of application logs and reviews.
Administer on-call and after-hours technical support during monthly scheduled outages and unscheduled emergency situations.
Collaborate with various managers and other IT personnel to improve existing processes, increase automation and meet product development goals.
Support daily operations and monitoring of multiple databases, user accounts, file permissions and other systems according to standard operating procedures for storage and backup architectures.
Participate in required compliance activities as needed, including data log collection, statistical analysis and proper reporting standards.