Spire is seeking a Technical Services Administrator to provide support to Spire Storage and other personnel, resolving hardware and software application issues, executing routine system support tasks, performing troubleshooting on complex issues, correcting problems and documenting corrective actions. The position is also responsible for the daily operations, services and support of the network and server solutions in our Evanston, WY locations.
Duties and Responsibilities
Schedule, image and deploy computer equipment, application software and application updates using an endpoint management tool
Configure and deploy laptops, desktops, tablets, printers, scanners, and other peripherals and execute annual device replacement
Troubleshoot PC hardware and software problems, working with end users to obtain requirements to correct issues and determine next phase for correcting current and/or eliminating future issues
Document all requests for support and their resolution through our Information Technology Services Management (ITSM) tool
Using our internal inventory and status tool, record and update the status of devices as they move from inventory through deployment and into retirement
Assist in maintaining server applications as assigned
Using the level of administrative rights granted, make the necessary system updates and/or upgrades as directed
Assist with testing new or updated training documentation
Research end-user problems and provide accurate resolution to the user community in a timely and effective manner
Monitor the ITSM queue and accept transfer calls from Tier I support team, responding with accurate, complete and timely issue resolution
Analyze problem history to determine ways to eliminate recurring problems; collaborate with Engineering when necessary to resolve the problem
Provide support to customers in the form of setup, training and troubleshooting on Unified Communications devices, including mobility and collaboration tools.
Support the Unified Communications team with by providing support for Audio Visual devices throughout the Spire locations
Work with Tech Services, Server and Network teams to proactively plan and execute upgrades to hardware and software
Install and maintain network and server configurations, network gear and related components, and monitor the operation and performance of server and network infrastructure
Notify team members in a timely manner of service interruptions or other significant issues
Adhere to all procedures as pertains to Sarbanes-Oxley and update procedures as necessary
Participate in trending and forecasting of usage and services to ensure network is operating at optimal performance
Communicate effectively with the team by:
- Attending and participating in regular status meetings
- Updating issues in the ITSM tool and the related knowledge base and SharePoint site with resolutions and guidance
Essential Characteristics and Competencies
Ability to lead by example in support of the Company's essential characteristics and values: strong ethics and integrity, dedication to a safe work environment, commitment to a diverse workforce that recognizes and respects every individual's unique skills and perspectives
Ability to adapt in a fast-moving and changing culture
Ability to work independently and manage time effectively to meet individual goals and deadlines
Ability to work as part of a team and display a positive attitude in a dynamic environment
Ability to remain patient, calm and effective in high-pressure situations
Ability to take initiative and do what needs to be done without being asked to do so
Desire to enhance personal knowledge and skillset with a continuous improvement mindset
Ability to respond positively to challenges and problems
Commitment to improving the customer experience; devoted to customer success
Believes in a non-hierarchical culture of collaboration, transparency, and trust
Strong interpersonal skills with the proven ability to build and establish rapport with a diverse array of people
Supervisory Responsibilities
N/A
Required Education (certifications, licenses)
Bachelor's degree in Information Technology or related field, or equivalent work experience
High School Diploma
Microsoft Certified Professional (MCP) preferred
Microsoft Certified Solutions Associate (MCSA) Windows 7 or higher preferred
Microsoft A+ Certification preferred
Valid Driver's License
Required knowledge, skill and abilities
Ability to complete work assignments by due dates and deliver projects per an agreed schedule
Requires good communication skills and the flexibility to work with users at all levels
Requires good judgment and organized methods in all facets of assigned duties. Requires sound judgment and decision-making skills to support the constantly changing computer environment
Ability to apply critical thinking skills to technical issues and problems
Ability to work in a team environment
3 - 5 years direct work-related experience required, including Tier I support, desktop and server operating systems, spreadsheet, word processing, email, PC database software and substantial working knowledge of PCs, PC applications, and PC setup options
Good understanding of networking, including how routers, switches, hubs, NICs, bridges, and firewalls work in a network environment
Experience with installation, diagnostics and testing of office and operations computer hardware and software
Working experience with commonly used concepts, practices, and procedures of LAN/WAN technologies
Spire Inc.
Canada
www.spireenergy.com/
