IT Support Desk
"The IT Guy"
Duration: May 2019 - October 2019
Location: Lehi, UT
Introduction
Banyan's time came to and end in May 2019. We were acquired by Nuvi, and immediately we moved our team into their building in Thanksgiving Point. From there, we all received new roles. I began work as the IT Guy, acting as an internal help desk. I took control of the company on a technical level, creating structure, increasing security, and providing in-office technical support. At first a large amount of my work was related to getting the rest of the Banyan team integrated into Nuvi as well as helping the Nuvi team ingest the company, including client data, application and system access and more. In return, I learned a lot about Nuvi and expanded to serving the rest of the company.
A have to give credit to Brett Flake who had originally promoted me as a good fit for the position and helped me gain access to Banyan before he left to continue other ventures.
Responsibilities & Job Scope
Provide basic technical support to NUVI staff.
“My monitor is not working”.
“This Apple TV won’t finish updating.”
“My key card won’t let me into the gym.”
Operate as the primary administrator for G Suite and Microsoft, updating licenses, settings, channels, email features, integrations, and more.
Operate as the primary administrator for the business phone system, ensuring phone calls are routed to the correct place, and updating the phone directory.
Manage the NUVI team Wiki, keeping it up to date with real-time company and team information and documentation.
Manage the key card system shared between NUVI and the owners of our building, cleaning up access, reporting usage to STACK, and resolving issues with access.
Manage the technical relationship and requests coming from sub letters in our building in terms of key cards, server room access, and other miscellaneous maintenance.
Manage the relationships between Nuvi and it's web service providers that provides contracted services for Nuvi clients.
Manage the wired and wireless network for the Lehi office, including keeping tabs on network performance, and providing technical troubleshooting during network issues or outages.
Act as the T2 technical support for Banyan clients in situations where a CSM would not have the access or training to resolve an issue.
Also providing technical features to the CSMs that are not available from their position including client data exports, database audits, and more.
Accomplishments
Started a list of all applications and system to manage within the company.
Worked with the product and account management teams to ensure they were trained on the Banyan platform and could continue to support it.
Designated an area for hardware assets and began cleaning areas of the building that had been left un-managed without team members.
Consolidated Banyan's software to save money and ensured that all team members were moved to software that already existed at Nuvi.
My Compensation
When I began working at Nuvi as the IT Support Desk, I was making $38,000/year, but was soon offered a small salary increase to $40,000/year.
Industry and Career Research
I had researched the IT Support Desk role online to verify that my responsibilities at Nuvi were typical compared to what I had been doing at Nuvi and they very closely align with the standard IT Support Desk role.
"IT Help Desk"
The IT Support team maintains the computer networks of all types of organisations, providing technical support and ensuring the whole company runs smoothly. IT Support monitors and maintains the company computer systems, installs and configures hardware and software, and solves technical problems. Because of the nature of the job, some companies may require their IT Support to undertake shift work.
IT Support duties and responsibilities of the job
When compiling an IT Support job description, here is a selection of duties to include:
Installing and configuring computer hardware, software, systems, networks, printers and scanners
Monitoring and maintaining computer systems and networks
Responding in a timely manner to service issues and requests
Providing technical support across the company (this may be in person or over the phone)
Setting up accounts for new users
Repairing and replacing equipment as necessary
Testing new technology
Possibly training more junior staff members
IT Support job qualifications and requirements
Although a formal degree might not always be necessary in an IT Support role, tertiary qualifications can include the following:
Computer Science
Computing
Engineering
There are also a number of qualities that candidates should be expected to display:
A technical, logical thought process
An ability to stick to strict deadlines
An ability to prioritise and delegate
A keen eye for detail
Also worth noting is the occasionally physical nature of the role as they may have to lift and carry heavy equipment.