Date: 09-15-2020 (updated 8/18/21)

Position: IT Expeditor

Senior: IT Manager

Purpose of position: To assist IT Manager in keeping technology in the company functioning and improving and assist HR in keeping production up

VIEWPOINT: Technology is here to improve employees’ lives and make everything we do better, easier, and more efficient. Therefore it is vital that people continue to use and like using technology. To ensure this, the technology we use must be glitch free and require less effort than other methods to use efficiently.  Employees must also receive quick and efficient support when things are not operating correctly to keep production on track.

Computer Skills Required: Word, Excel, Google Docs, knowledge of Windows, can type at least 45 WPM. Google searching, basic understanding of networks, capable of troubleshooting PC and office machine issues on the front-end

Skills Required: Problem solving, quick learner, friendly, detail oriented, multitasker, communication skills

RESPONSIBILITIES OF THE POSITION:

  1. First line for most troubleshooting

  2. Communicates with senior on technology issues beyond skill-level

  3. Deals with customer representatives for services (such as phone lines) when debugging

  4. Manages hardware inventory and orders new hardware when necessary

  5. Sets up computers and accounts for new employees

  6. Knows or can learn how to use all technology software, and services used by company

  7. Sets up phones and does front-end management of phone lines

  8. Manages and fixes printers, refills toner

  9. Shows employees how to use different tech related to their positions

  10. Respond to IT tickets in timely manner, keep ticket queue clear

  11. Communicate with employees concerning changes to technology operation

  12. Takes commands from senior

WEEKLY ACTIONS:

  • Check tech supplies inventory and restock if needed

DAILY ACTIONS:

  • Check and resolve tickets on Freshdesk

  • Take mail to post office

  • Check in with senior on what they need done that day



STATISTICS:

  • IT Points (VFP)

  • # of Tickets Unresolved

  • Tickets completed

  • Knowledge Base Articles Created

Valuable Final Product: Employees who are able to use our technology and can more efficiently and effectively fulfill the duties of their posts.

By Peter Spurgeon, IT Expeditor