Service Desk - TSA (Technical System Administrator)

West Columbia, SC 29172

Posted: 11/12/2018 Employment Type: Contract Industry: Help Desk, Systems Administrator, Technical Support Job Number: 51539

Technical System Administrator

Location:
  Columbia, SC

Type: CONTRACT

DESCRIPTION

Essential Duties and Responsibilities 
  • Define, document, and maintain standard operating procedures on troubleshooting supported desktop technologies, applications, and warehouse systems. 
  • Perform Enterprise onboarding and separation account provisioning for Active Directory, Email & Applications.
  • Will be the Enterprise SPOC for PC/IPad procurement, distribution, recovery as well as disposal.
  • Ability to account for all active or inactive equipment in the CMDB;  
  • Continuously monitor, effort, assign/re-assign, escalate, etc. Incidents/Requests with ServiceNow ITSM tool.
  • Fully document all service management incidents and requests in ServiceNow ITSM Suite. 
  • Timely acknowledgement and triage of service management incidents to determine the proper impact and urgency to recovery and prevent system outages. Search Service Desk knowledge base articles, SOP’ s for possible incident resolutions.
  • Responsible for properly determining and assigning higher tiered service management incidents/requests to responsible assignment groups if resolution cannot occur at TSA level.
  • Willingness and availability to serve in an on-call scheduled rotation that provides night and weekend support coverage to our associates as needed.
  • Provide effective world-class customer service to all our associates by being courteous, polite, engaging, and compassionate.
  • Assist in the mentoring and training of all TSA II team members. Ensure that all TSA II’ s are adhering to established service management policies and procedures for processing, escalating, notifying and closing incidents/requests.
  • Responsible for troubleshooting and configuring software, printer, and connectivity related issues beyond step-by-step instructions.
  • Provide 24X7 first line support for all Warehouse Automation technologies which includes physical repairs of mechanical equipment as needed.
  • Maintain and demonstrate excellent teamwork and collaboration while serving as the individual market center technical/project lead for enterprise IT initiatives.
  • Thorough understanding of warehouse networked equipment and internal data flows; point of sales infrastructures, mainframe data collections, and data mining transfers to warehouse logistic systems and distribution repositories.
  • Act as the primary escalation point for vendor and operations team communications during individual market center system outages.
  • Maintain and ensure market centers security threats and vulnerabilities are remediated to safeguard enterprise environment.
  • Willingness to travel locally and nationally, less than 5%.

Competencies:  
  • Support Continuous Improvement
  • Solve Problems Through Collaboration  
  • Execute Results - Administrative  
  • Plan and Prioritize
  • Communicate Effectively
  • Demonstrate Professionalism
  • Deliver Customer Satisfaction - Administrative

Qualifications:  

 Education and/or Experience:
  • Bachelor' s degree from an accredited college or university, or equivalent experience.  
  • A minimum of 5  years of combined experience in information security, information technology and IT Service Management 
  • High level understanding and experience of network troubleshooting, network design topology and terminologies, TCP/IP knowledge, VLANS and routing.
  • Technical skills in vulnerability assessment, networking, operating systems, and incident response methodology are desired.
  • Working technical knowledge and experience in information technology, computing systems, network technology, security operations, security technology, and the application of information security concepts.
  • Incumbent will have exposure to ITIL foundational structures including: Service Transition, Service Operations, and Continual Service Improvements.

Certificates:
  • Systems certifications or relevant IT certifications are a plus
  • It is generally desirable for a person in this position to possess technical certifications such as A+, Security+, Network+, ITIL, Microsoft MCP/MCSE or other related industry certifications, and ability to maintain those certifications.

 
Systems Admin, ServiceNow, Microsoft
Apply Online
Apply with LinkedIn Apply with Facebook Apply with Twitter

Send an email reminder to:

Share This Job:

Related Jobs:

Login to save this search and get notified of similar positions.