Rockler Companies, Inc.
  • Corporate Office
  • Medina, MN, USA
  • Full Time

Responsible for making sure company computers systems can communicate with other computers, phones, copiers/printers, and servers on the local and wide area network, as well as other services including FTP servers, virtual private networks, and wireless networks. This includes configuring, maintaining, and optimizing all new and existing network hardware, software, and communication links that are in service while preserving the integrity and security of surrounding infrastructure. Provides system support of existing systems in compliance to Department Service Level Agreements. Manages account billing and support SLA's with all Network related Vendors

Come work for an industry leader! Rockler Companies, Inc. is a growing national retail, direct mail and publishing organization with retail stores across the U.S. We're committed to attracting and employing the best people by offering competitive salaries and benefits, a diverse work environment, and challenging growth opportunities. Learn more about our company at www.rockler.com!

Equal Opportunity Employer/Male/Female/Disabled/Veteran

DUTIES:

  • Manages Local and Wide Area Network (Primary):
    • Establishes network specifications by conferring with users/system change notices; analyzing workflow, access information, and security requirements; designing router administration, including interface configuration and routing protocols.
    • Analyzes the business, technical, and financial impact of network hardware and software maintenance and upgrades. Assists in the budget preparation process by providing recommendations and financial numbers.
    • Optimizes network by evaluating performance issues including availability, utilization, throughput, and latency; planning and executing the selection, installation, configuration, and testing of equipment; defining network policies and procedures; establishing connection and firewalls; escalates problems to vendors when appropriate.
    • Secures network by developing network access, monitoring, control, and evaluation, maintaining documentation around department's Security Framework.
    • Prepares users by designing and conducting training programs; providing references and support.
    • Upgrades network by developing, testing, evaluating, and installing enhancements.
    • Develops action plan around assigned projects and adheres to milestone deadlines, keeps Project Leader updated weekly on progress of projects and communicates regularly with team on project progress.
    • Assesses and evaluates requirements for the Payment Card Industry Data Security Standard (PCI DSS) as it relates to network administration. Participates in completing sections of annual SAQ as it relates to responsibilities.
    • Establishes and maintains documentation and standard operating procedures for area of responsibilities to be shared with other team members.
    • Validates monthly invoices in ensuring proper services are being assessed in accordance with contract terms and conditions for networking partners. Codes and bills monthly invoices to appropriate business departments.
    • Supports and maintains Company Phone System and Call Center Contact Center.
    • Accepts ownership for accomplishing/aligning new opportunities in accordance with company and department goals.
  • Continuous Improvement/Development (Secondary):
    • Develops and maintains effective internal and external business relationships. Schedules recurring meetings with predesignated departments in updating departments on project progress and to see if any new projects are forthcoming, follows up with meeting notes using meeting agenda template. Updates Technical Project Leader on any projects that need to be tracked.
    • Enhances information results by constantly re-evaluating and defining new cost-effective solutions for optimizing day-to-day activities.
    • Protects organization value by keeping information confidential.
    • Continues to learn, with increasing depth, more sophisticated technological tools and techniques that will aid and better position Company in its day-to-day operation. Attends educational workshops, reviews professional publications, and participates in professional societies to establish personal network and benchmark state-of-the-art practices.
    • Provides good customer service to phone calls and/or emails to include frequent follow-up and status updates on open issues.
    • Performs all duties in a manner which meets company performance and behavior expectations.
    • Maintains a safe and healthy working environment by establishing and enforcing organization standards, adhering to legal and safety regulations.
    • Contributes to team effort by accomplishing related results as needed.
  • IT Back -up Support (As Time Permits):

    • Provides 3rd level technical and troubleshooting assistance to new/unknown issues that surface in the networking/telecommunications area.
    • Provides on-call coverage for systems during non-business hours. Is authorized to make independent decisions in restoring services as quickly as possible. e. P1 tickets.
    • Serves as backup to all levels of Help Desk technicians during overflow, non-core support hours or during other staff's PTO time.
    • Monitors production turnover logs for unattended critical events. Independently investigates and troubleshoots discovered issues and has authorization to take action for restoring services as soon as possible.
    • Logs and resolves all assigned work orders in compliance with department service level agreements.
    • Reviews and assigns proper accounting billing account to responsible products and services invoices, i.e. telecommunication-related. Promptly notifies appropriate managers on high-usage expenses.
    • Other duties as assigned.

QUALIFICATIONS:

    • Undergraduate degree in Computer Science and/or 5+ years of experience in similar capacity.
    • Mitel Contact Center (Ignite) and Phones a plus.
    • Network Experience (SD-WAN, Fortinet VPN, HP Switches, Aruba Wi-Fi) required.
    • Familiar with security framework guidelines as is applies to your daily operation support/setup tasks. e. NIST
    • Experience in multi-channel retailing and/or supply change management a plus.
    • Proven experience and success with enterprise-level LAN/WAN and design/implementation.
    • Working technical knowledge of hosted voice systems involving voice mail, interactive voice services, call center management systems and telecommunication accounting systems.
    • Knowledge and understanding of system flow charts, data processing concepts, and telecommunication principles.
    • Displays a high degree of motivation, dedication, and team orientation.
    • Knowledge of applicable data privacy and PCI laws.
    • Proven experience with network capacity planning, network security principles and general network management best practices.
    • Capable of managing multiple projects and regularly meets all deadlines. Demonstrates willingness to go beyond the normal call of duty.
    • Excellent verbal/written communication skills with strong customer focus.
    • Adept process management, project management, problem solving, negotiation and conflict resolution skills.
    • Microsoft platform experience required (Windows Servers, Terminal Server, Active Directory, Exchange)
    • Cloud computing experience in outsourcing applications and datacenter functions required.
    • Fully understands the value of providing the highest standard of customer service.
    • Innovative thinker, with a unique ability to get to the root cause of the problem and execute a workable solution, who is always looking for value-added results by leveraging technology.
Rockler Companies, Inc.
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