The Opportunity

This senior position is primarily responsible for supporting computers and related technologies utilized by RDV Corporation employees including design, implementation, operation, and maintenance of technology systems.

Culture of Care
At RDV Corporation, we recruit only the most talented people who are highly capable, energetic, positive, results focused, and who naturally contribute to a premier service-oriented culture. In turn, our employees experience competitive compensation and comprehensive benefits programs that enhance their lives and experiences. They also enjoy a workplace that is meaningful, engaging, and collaborative; a place where they can grow their career in the vibrant heart of downtown Grand Rapids, MI.

Duties and Responsibilities

General Responsibilities

• Appropriately address and respond to inquiries and problems in a timely manner.
• Work with RDV Corporation employees and executives in a pleasant, professional, confident and confidential manner.
• Maintain the highest level of customer service and professionalism at all times.
• Understand and communicate complex technical ideas and structures to people with widely varying skills and interests.  Excellent oral and written communication skills are a must.
• Primary point of contact and requirements gatherer for new types of computer and mobile devices, software and services.
• Review of hardware and software requests for consistency with others in departments and company.
• Be available for support outside of regular business hours as needed.
• Participate in strategic planning for the technology needs of RDV Corporation.
• Remain current with technology trends and industry developments; share knowledge with RDV Corporation employees when appropriate.

Technology-Related Responsibilities

• User onboarding and offboarding tasks.
• Support computers and mobile devices, such as smartphones and tablets.
• Purchase, install, modify and make minor repairs to hardware and software.
• Provide technical assistance and training for general computer use.
• Administer and maintain peripherals such as printers and scanners.
• Support videoconferencing and presentation systems.
• Deploy, update, inventory, and maintain computers and mobile devices using VMWare Workspace One.
• Add, change and delete software, such as operating systems, e-mail and Office suites.
• Support various software packages used by employees.
• Install and maintain anti-virus, anti-malware and system software.
• Maintain computer hardware replacement schedule and order and deploy equipment as needed.
• New equipment selection, purchase and deployment and associated procedures.
• Research, test, propose and demo (as appropriate) computers and related technologies.
• Work with outside vendors to coordinate purchasing, support, installation and repair of technology-related products and services.
• Provide Mitel telephone system administration and support. This includes phone system user and system administration, phone and phone-related equipment deployment and training, coordination of Mitel phone system upgrades, troubleshooting of problems with users and vendors and management of vendor’s system maintenance contract.
• Help desk ticket application ownership, monitoring, updating, reporting and improvements.
• Administration of cybersecurity training application and training.
• Participate in project meetings to discuss planning for infrastructure projects.
• Provide custom training and training documentation as needed or requested.
• Develop and maintain procedures and documentation.
• Participate in other project and support activities as assigned.

Elements of Success

• Bachelor’s degree or equivalent experience.  An educational emphasis in information technology or additional training in network or computing technologies required.
• Three to five years of experience in computer/technology support.
• Experience with the majority of the following technologies required:
  • Windows 10 administration and support
  • Microsoft Office Suite
  • Remote desktop technologies
  • Advanced Microsoft Outlook administration and support
  • Desktop videoconferencing software
  • Apple iPhone and iPad support
  • Active Directory administration
  • Cellular technology/cellular networks, including voice, data and mobile wireless (“aircard”) devices
  • Mobile device management application support
  • VMWare Workspace One/AirWatch experience a plus
  • Network and Internet communications
  • VOIP telephone systems
• Facilitation skills, negotiation skills and the ability to document thoroughly.
• Excellent interpersonal, collaborative, verbal and written communication skills.
• Strong problem solving skills and analytical capabilities.
• Uncompromised commitment to the highest level of customer service and confidentiality in all aspects of job responsibilities.

Additional Requirements

• Must be able to work an irregular schedule, evenings or Saturdays as needed.
• Lifting fifty (50) pounds to a maximum height of four (4) feet.
• Climbing steps and stairs; stooping and bending.
  • Must have a reliable vehicle to run errands as needed; mileage reimbursed at IRS rate.