IT Infrastructure Support Engineer

Responsible for the stability and integrity of the enterprise computing server, network, and desktop infrastructure for assigned regional zones and to provide internal customer support for Dixieline/San Lorenzo employees in remote and regional headquarter locations. Ensures the efficient and effective use of issue management and problem management to identify, communicate and resolve systems issues in order to minimize customer impact and maximize the benefit of IT systems investments.   ESSENTIAL DUTIES AND RESPONSIBILITIES   Provides customer service to internal customers, responding to their needs, issues, concerns and requests. Establishes and maintains regular written and in-person communication with all levels of end users Prioritizes incoming calls and/or emails regarding hardware problems, checks help desk system for assigned entries; assigns, escalates or responds to help desk tickets as appropriate Develop, test, install, configure and troubleshoot computer hardware and software Develops and maintains an inventory of all end user hardware and related equipment including POS hardware and mobile/scan gun devices Installs, configures, tests, maintains, monitors, and troubleshoots end-user hardware and related equipment and software in order to deliver required desktop service levels Ensures physical connections and network connectivity of all servers, workstations, telephony/fax equipment, Point of Sale (POS), scan guns/mobile devices and other network appliances are in proper working order Manage and coordinate administrative activities and operational support for large, complex systems and all of their components Coordinate enterprise infrastructure hardware and software installation and upgrades Administers user access to Dixieline/San Lorenzo and Dixieline ERP systems/applications Monitor system operator message queue for AS400/iSeries and ensure system readiness for nightly backups Understands and observes all safety procedures and practices in order to prevent injury to self or co-workers; attends periodic safety meetings as required; may recommend changes to improve safety procedures Other duties as assigned Primary support for Millworks software   SUPERVISORY RESPONSIBILITIES   This job has no supervisory responsibilities.   MINIMUM REQUIREMENTS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.   High School Degree and a minimum of 1 year of directly related experience or equivalent combination of education and experience   COMPETENCIES Highly self-motivated and directed, with keen attention to detail and strong customer service orientation Excellent verbal and written communications skills Proven analytical and problem-solving abilities Ability to effectively prioritize tasks in a high-pressure environment Experience working in a team-oriented, collaborative environment Knowledge of help desk problem management systems and ability to document problem/solutions in help desk log Strong, hands-on technical knowledge of network and PC operating systems Familiarity with AS400/iSeries operations a plus Familiarity with Millworks applications a plus   WORK ENVIRONMENT / PHYSICAL ACTIVITY The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.   Work is in an office setting and generally sedentary with physical effort associated with using a computer, and will involve walking or standing for periods of time Will be required to lift, carry, push, pull, or otherwise move objects up to 50 pounds Dexterity of hands and fingers to operate a computer keyboard, mouse, and to handle other computer components Required to be on-call and perform after-hours support on a monthly rotation; will also require occasional evening and weekend work to meet deadlines Travel required, including overnight, on occasion Roll will be split between onsite support and remote support.  Remote support can be provided from a home office environment