DATE: 10/12/21


NAME OF POSITION: IT Tickets & Debug Manager


PERSON’S SENIOR: Director of IT


PURPOSE (The reason why this position exists): 

To oversee the completion of all IT tickets in a timely manner, and ensure that all technical issues are debugged.


VIEWPOINT (The viewpoint that an employee should have to be successful at the job): 

You should like to solve problems. A high level of patience is necessary in order to troubleshoot issues across the greater “tech stack.” The job is a lot of detail oriented work. Getting tasks/bug-fixes and finding clear and concise solutions to those problems. I imagine you should like puzzles, everything this post does is pretty much a puzzle. Google is your friend, and so is documentation. The main focus of this position is to ensure that our systems are flowing smoothly,  our up-time is as close to 100% as possible, and handling the rate of ticket completion, ensuring that the IT Expediter has everything they need to get the job done.


COMPUTER SKILLS REQUIRED: 

  • Familiarity with programming languages like: Python, Javascript

  • Some webdev framework knowledge, especially: React, Django Rest

  • HTML/CSS and CSS frameworks (SCSS)

  • Git

  • Voip systems, especially: SMPL Phone, Twilio

  • Google Admin/Workspace

  • Google Drive

  • Video chatting systems: Zoom

  • Microsoft Windows

  • Knowledge of computer hardware


SKILLS REQUIRED: 

  • Learn quickly

  • Be able to find answers you need without assistance

  • Ability to work with others, and be patient when someone doesn’t understand an issue

  • Adapt to changing systems, or workflows

  • Keeping Juniors on track, making sure they stay on task


RESPONSIBILITIES OF THE POSITION:

  • Keep Juniors hatted and motivated

  • Be available to Juniors to answer questions

  • If a Junior cannot complete a task, bypass them and complete it

  • Build, fix, maintain our software system

  • Ensure inventory is maintained and tracked

  • Meet with coworkers when they have questions or suggestions to improve our software or processes

  • Oversee the Knowledge Base and add articles when needed


WEEKLY ACTIONS:

  • Attend Div 1 meeting

  • Approve ARF’s and Leaves


STATISTICS:

  • Ticket Completion Percentage

  • Tasks Completed


ACTION STATS:

  • Number of Knowledge Base articles written


Valuable Final Product: 

  • Building a quick and trustworthy IT helpdesk environment for Juniors and coworkers 


GLOSSARY OF TERMS: (Most of these will be in reference to other posts)

  • Trust (Land Trust): A legal document that can own property. This document has two key roles. The Trustee, who operates as the property owner and handles the asset, and the Beneficiary and directs the trustee in all matters relating to the management of the property, as outlined in the trust agreement or deed. There are many advantages to a Trust which can be explained in detail by your senior.

  • Matrix (Our current software system): Our current system written in a platform called Odoo v.11. This app uses python to determine field types for the database, and then uses an XML templating language to design the views for the front end.

  • Comm (Communication): When Terminal A originates something, Terminal B receives it, then Terminal B originates a response and Terminal A receives it.

KB (Knowledge Base): A collection of articles to help inform on a task, process, or guideline in order to streamline communication and time waste.