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
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