Senior Technician

The Senior Technician demonstrates superb technical competency and time management skills to deliver mission critical infrastructure and ensure the highest levels of availability, performance, and security with specific focus in Desktop Administration. The Senior Technician is responsible for managing all facets of IT Infrastructure - Desktop, Systems, Network, Telephony, and Video Administration for Ryan. The Senior Technician Role will provide day to day support with primary focus on the Desktop Environment and secondary focus on areas of Network, Servers, and Telecommunications. The Senior Technician demonstrates superb technical competency and time management skills to deliver and maintain mission critical infrastructure and ensure the highest levels of availability, performance, and security. This is a hybrid Senior Desktop Administration role combined with secondary support of other critical areas of IT Infrastructure; Network, Server, and Telecommunications.
Duties and responsibilities, as they align to Ryan’s Key Results
- People:

Be primary IT Infrastructure Support for location.
-Provides tier 1-3 desktop support in a 2,000+ user corporate computing environment that consists of Windows 10 clients in a professional and timely manner.
-Create a positive team member experience.
-Act as a technical support contact for staff on existing and upcoming technologies.
-Own and successfully deliver infrastructure projects that span beyond only Desktop-based technologies.
-Manage and deliver multiple projects with excellent time management and leadership skills.
-Cross trains other members of the Desktop Administration Team.
-Provide 3rd level support Service Desk (Desktop) and level 1-2 Support for Network and Server equipment.
-Support, train, and assist the Service Desk team as needed.
-Performs on-call duties on a rotational basis.

Value:

Responds to service desk requests via phone and online services desk system and follows through on all assigned tickets to meet/exceed client expectations according to firm SLA’s and department “Best Practice” guidelines.
-Determines and recommends which products or services best fit the customers’ needs.
-Assists users with questions or problems.
-Assist in the implementation, support, and maintenance of Ryan Desktop, Server, Network, and Telecommunication infrastructure inventory.
-Coordinates, moves, and reconnects IT Infrastructure equipment.
-Establishes and maintains technology support competencies to support Desktop, system, network, and telephone administration technologies and responsibilities including performance metrics identification and adherence.
-Liaise with business units, vendors, and other IT personnel for project design and planning, or problem resolution.
-Manages local Ryan infrastructure platforms as highly available, high-performing business systems.
-Manage, monitor, and document local infrastructure and system configurations.
-Assists with enterprise Data Security compliance, planning, and achievement, including Disaster recovery planning and testing.
-Assists with planning, implementation, maintenance and support of Firm standards for IT infrastructure hardware and software technologies.
-Audit systems and processes to verify compliance and performance.
-Adopts appropriate elements of ITIL standards for maturity in Service Management processes, particularly Incident, Problem, Change, and Configuration Management.
-Manages implementation and support of Firm technology strategies and initiatives.
-Measures and improves applicable key performance indicators of IT Infrastructure technologies, capacities, project completion, and problem resolution.
-Coordinate with Ryan IT management in identifying opportunities for improving service delivery methods and procedures; review with appropriate management staff; implement improvements.
-Performs other applicable duties as assigned.

Education and Experience:

Knowledge of computer/network principles at a level normally acquired through completion of a bachelor’s degree in relevant technology field, or acquired through combination of education and experience, is required.
-More than 7 years of IT Infrastructure Support experience in medium to large multi-location company managing Desktops, servers, networks, and telephony.
-A polished, professional demeanor with good interpersonal skills.
-Must be accustomed to following Incident and Change management processes.
-Outstanding capabilities working to plan and meeting deadlines.
-Exceptional ability to manage multiple priorities.
-Must have excellent interpersonal skills in communications with all levels of personnel, vendors and IT personnel.
-Ability to work under pressure and time constraints.
-Ability to work in a team environment and independently.
-Excellent business analysis and problem-solving skills.
-Ability to work with people of varying technical skills.
-Quick, analytical thinker.
-Ability to effectively communicate complex concep