IT Support Administrator

Durham, NC

At Shutterfly, we’re all about people — bringing them together, making them feel welcome, and connecting them to experiences. We make our customers’ memories last a lifetime by capturing, preserving, and sharing them through photography and personalized products. Through our family of brands, trend setting products, cutting edge technology, and best in class customer service, we help our customers, and each other, share life’s joy. Spoonflower’s mission is to inspire individuals to make, buy and sell unique products built around color and pattern. Our e-commerce website makes it possible for individuals to create, sell, and shop for unique fabrics, wallpaper, and home decor, such as bedding and table linens. As a part of the Shutterfly family of brands, Spoonflower increases the depth and breadth of what people can create, customize, and buy by connecting Shutterfly users to more than 1 million designs by independent artists in the Spoonflower global marketplace. Supporting a diverse and inclusive workforce is important to Shutterfly not only because it directly reflects our value of Embracing our Differences, but also because it’s the right thing to do for our business and for our people. Learn more about our commitment to Diversity, Equity and Inclusion at Shutterfly DE&I.

The IT Support Administrator role is to provide a point of contact for users to receive support within the organization’s manufacturing operation. This includes troubleshooting, installing, diagnosing, repairing, maintaining, and upgrading all Linux and Windows systems in a 24/7 fast-paced, dynamic Internet/e-commerce production environment.

The ideal candidate must take ownership of their area and have a clear customer focus, exceptional communication and people skills, and solid technical abilities. The candidate must be able to work effectively within a team of 3-4 application engineers and work independently under minimal supervision. The candidate must be able to explain technical concepts to non-technical persons, have strong analytical, written, oral and presentations skills, and be a self-starter with a collaborative spirit.

Primary Responsibilities:

Focal point for communication and escalation amongst supervisors, technicians, engineering, and Internet operations
The role provides implementation and support for production printing hardware and software systems
Configuration and troubleshooting of complex hardware, custom built applications, storage, configuration management and general automation
The role requires 24/7 on-call support and occasional racking of servers and cable management
Assist software engineering team in developing, testing, deploying, and supporting new systems
Support 3rd party applications
Provide training and guidance of contract support prior-to and during peak season
Provide configuration and troubleshooting for desktop/laptops, printers, and PC peripherals
Account creation/modification within Windows Active Directory/Microsoft Exchange
Utilize patch management to ensure PC hardware is current
Track and maintain internal assets and inventory

Requirements:

1-2 years administrating in a Windows operating system environment
Must be results driven and works well in a team-oriented, collaborative environment. Strong customer service orientation
Solid working knowledge of Internet standards and protocols (DNS, TCP/IP, etc.)
Server and desktop hardware configuration and build experience, familiarity with both hardware of software RAID
Supporting a build/release process
Excellent documentation skills and ability to communicate effectively with technical and non-technical audiences
Highly motivated to solve problems; proven troubleshooting skills and ability to analyze problems by type and severity
Understand complex relationships between components of production systems
Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals

Desirable:

Linux, Cygwin, Apache/Tomcat
Experience with Python and UNIX shell scripting
Implement effective Microsoft Windows Group Policies
Fog or similar imaging utility/software
Experience troubleshooting manufacturing workflows
Windows patch management utilities: WSUS/SMS/IBM Big Fix
Cisco IOS, LAN/WAN technologies and working knowledge of switches, routers, and firewalls

NOTE: The scheduled working hours for this role will vary based on business needs.