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Company Name : FCI – The Language Experts
Location : Easton, PA 18042
Position : IT Support Manager
Job Description : FCI The Language Experts is currently seeking an experienced IT Support Lead to maintain computer and networks systems aiming for high functionality while ensuring appropriate and safe usage of our infrastructure.The IT Service Support Lead will take on daily activities for phone and deskside support to all FCI users. They will prioritize available resources to meet business needs and proper support level of service goals, define and report on key performance indicators, and develop and maintain workflows for managing IT tickets and requests. They will also perform analysis on key performance indicators and workflows to determine and implement continuous improvement projects. The IT Support Lead will strive to optimize the role of technology on business sustainability, serve as subject matter expert for applications assigned to IT, and work along management to ensure not only the most efficient use of technology, but also the continuous growth of the company in all matters related to technology.Key ResponsibilitiesSet up and configure workstations with computers and necessary peripheral devices, software, and functions, according to specificationsMaintain local networks in ways that optimize performanceTest enhancements to current software or the interoperability of off-the-shelf softwareEnsure security and privacy of networks and computer systemsProvide orientation and guidance to users on how to operate new software and computer equipmentOrganize and schedule upgrades and maintenance without deterring others from completing their workPerform troubleshooting to diagnose and resolve problems (repair or replace parts, debugging etc.)Identify equipment and supply shortages, manage outsourced vendors/partners and the projects they may be working on as requiredServe as subject matter expert for applications assigned to ITCommunicate application problems, test progress, test results, and other relevant information to key stakeholders, including management, development teams, and end-users, as applicableEvaluate, plan, design, and deploy testing plans for new applications, products, and/or enhancements to existing applications throughout their development/product lifecycles to identify appropriate solutions and/or discover and resolve defects, bugs, errors, configuration issues, and interoperability flawsRecord, track, and document the problem-solving process, including successful and unsuccessful decisions made, and actions taken, through to the final decisionDevelops reports, dashboards, and processes to continuously monitor data quality and integrityPerform all necessary actions to maintain, repair, upgrade, improve, or enhance all of FCI servers, workstations, domain controls and other operational equipmentManage outsourced vendors/partners and the projects they may be working on as requiredRequirementsA minimum of an Associate’s Degree in Information Technology, Computer Science or related field is required, with 5-7 years of related IT applications support and administration, IT Support Desk or IT production role. A Bachelor’s Degree in Information Technology, Computer Science or related field is preferred along with previous project management and customer service experience. CompTIA A+ Certification, CompTIA Network+ Certification, ITIL v3 Foundation Certification is ideal.Proven experience with troubleshooting principles, methodologies, and issue resolution techniquesStrong organizational skills and time management skillsAble to develop and interpret technical documentation for training and end-user proceduresKnowledge of trends in technology relating to software applicationsOutstanding writing and documentation skillsHighly self-motivated and directed, with excellent attention to detailAbility to communicate ideas in both technical and user-friendly languageAble to research application issues and productAble to prioritize and execute tasks in a high-pressure environmentKnowledge of applicable data privacy practices and lawsLocal and distant travel is occasionally required. Overtime hours may be required to meet project deadlinesGood project management skills and/or some exposure to application roll-out/enhancementsStrong knowledge of system and software quality assurance best practices and methodologiesExcellent verbal and written communication skills are required with the ability to successfully interact at all levels of the organization while functioning as a team playerKnowledge of LAMP Systems and ProgramsThe above is intended to describe the general content of and requirements for the performance of this position. It is not to be construed as an exhaustive statement of essential functions, responsibilities, or requirements.Please apply if you think of yourself as a self-starter, challenge- and detail-oriented professional, goal-driven, and are ready to embark on a unique opportunity within the Language Industry!Job Type: Full-timePay: From $45.00 per hourBenefits:401(k)401(k) matchingDental insuranceHealth insuranceVision insuranceSchedule:8 hour shiftMonday to FridayWeekend availabilityCOVID-19 considerations:We have a Pandemic Safety Officer, who is responsible for undertaking all of the necessary measures to ensure business continuity while maintaining our team members safe, healthy, and free of concerns during these unprecedented times.Ability to commute/relocate:Easton, PA 18042: Reliably commute or planning to relocate before starting work (Preferred)Application Question(s):Are you familiar with LAMP, and do you have any experience working with it?Education:Associate (Required)Experience:IT management: 5 years (Preferred)Work Location: One location
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