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

Provides 3rd level technical and troubleshooting assistance to computer hardware and software, mobile devices and other technology tools, products and services.   Serves as backup to IT Network Administrator during overflow, non-core support hours or vacation/sick times. Specializes in troubleshooting and project activities involving Servers, System Software and its related equipment in both a Windows and Macintosh environment.

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:

  • Develops and maintains effective internal and external business relationships. Schedules recurring meetings with predesignated departments.
  • Establishes and maintains documentation procedures for area of responsibilities to be shared with other team members.
  • Monitors production turnover logs for unattended critical events. Issues work order tickets for discovered problems.
  • Enhances information results by constantly re-evaluating and defining new cost-effective solutions for optimizing day-to-day activities.
  • Logs and resolves all assigned work orders in compliance to department service level agreements.
  • Serves as primary contact for supporting Macintosh environment.
  • Reviews and assigns proper accounting billing account to responsible products and services invoices, i.e. Co-location related. Promptly notifies appropriate managers on high usage expenses.
  • Works with 3rd Party Service Providers in resolving or implementing system changes/issues.
  • Provides compliance with the Payment Card Industry Data Security Standard (PCI DSS). Reviews SAQ annually to ensure actions, policies, and procedures are intact.  Educates end-users on various security awareness topics.
  • Troubleshoots hardware and software system issues related to servers, storage, and backup devices (including the SAN/NAS).
  • Manages and controls network files to support user service levels and to comply with IT department policies.
  • Designs, implements, controls and maintains security hardware and software and implements procedures as needed to protect corporate systems and data from viruses and other unauthorized network intrusions.
  • Manages the system health of all servers by reviewing system updates, log rotations, system reporting, and service uptime requirements.
  • Provides support and administration of the corporate email systems.
  • Provides computer room operations and backup/recovery duties.
  • Provides/directs tracking and documentation of all hardware and software assets as applicable to servers and databases.
  • Analyzes the impact of network hardware and software maintenance and upgrades. Implements appropriate implementation plans.
  • Coordinates work activities with other technical staff and users to maintain maximum system performance and availability.
  • Provides on-call coverage for systems during non-business hours.
  • Provides good customer service to phone calls or emails, to include frequent follow-up and status updates on open issues while adhering to department Service Level Agreements. I.e. First Time Response, Frequency of Status Updates and Problem Resolution Duration.
  • 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.
  • 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.

 

QUALIFICATIONS:

  • Undergraduate degree in Computer Science and/or 5+ years of experience in similar capacity.
  • Experience in multi-channel retailing and/or supply change management a plus.
  • Displays a high degree of motivation, dedication, and team orientation.
  • Capable of managing multiple projects and regularly meets all deadlines. Demonstrates willingness to go beyond the normal call of duty.
  • Sound 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, Virtualization, Terminal Server, Active Directory, and Exchange).
  • Network Experience (MPLS, VPN, Cisco, Wi-Fi) required.
  • Payment Card Industry Regulations experience required.
  • Cloud computing experience in outsourcing applications and datacenter functions required.
  • Displays high level of attention to detail specifically as it relates to security, system availability, and technical support service level agreements.
  • 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.
  • Fully understands the value of providing the highest standard of customer service.
Rockler Companies, Inc.
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