The System Administrator provides a high degree of technological service and support for the Trust Beneficiary Call Center (TBCC), Department of the Interior (DOI), Office of the Special Trustee for American Indians (OST). This position serves as an initial point of contact responsible for monitoring, maintaining, and resolving applications/system related to software, hardware, and patch.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Essential duties and responsibilities include the following. Other duties may be assigned.
Responsible for the integration of CNI Core Competencies into daily functions, including: commitment to integrity, knowledge / quality of work, supporting financial goals of the company, initiative / motivation, cooperation / relationships, problem analysis / discretion, accomplishing goals through organization, positive oral / written communication skills, leadership abilities, commitment to Affirmative Action, reliability / dependability, flexibility and ownership / accountability of actions taken.
Monitors system performance daily and provides first level phone and desktop support of HP Service Manager and related hardware and software. This includes, but not limited to providing account maintenance, development, security, and end-user support for HP Service Manager. Consults with users to identify current operating procedures/issues, and clarifies program objectives.
Reviews, analyzes, documents, and modifies programming systems along with developing wizards, workflows, tables, action scripts, ticketing queues, alerts and templates.
Encodes, tests, debugs, and installs system applications relating to HP Service Desk series of software.
Implements best practices for automation of process and data input/discovery.
Provides technical oversight on a range of applications which support the TBCC. Participates in development efforts, and validates effectiveness and quality of system design responses. Ensures documentation of the entire systems life cycle, and supports systems testing activities.
Consults with OST Information Technology staff to administrate and maintain infrastructure items including firewalls, databases, malware protection software and other processes.
Participates in technical research and development to enable continuing innovation within the infrastructure such as implementation and migration to higher versions.
Collects and maintains detailed and accurate accounts of incidents to analyze performance data related to system error messages, symptoms, and troubleshooting in order to conduct trend analyses.
Adheres to and implements defined operational and service level agreements, procedures and policies.
Develops and maintains office supported end user applications and hardware.
Utilizes tools to effectively troubleshoot and resolve issues for end user applications including HP Service Manager and/or Microsoft desktop applications.
Develops and maintains superior customer service and incident management skills.
Troubleshoots and replaces failed phone equipment including headsets.
Assists with contract management reporting to provide weekly, monthly, quarterly, and annual performance data including preparation of monthly Key Performance Metrics and deliverables.
Collaborates with all areas and responsible parties related to the assigned project life cycle to ensure effective project planning, tracking, and overall success (including management, development, systems, testing, training, and other related areas).
Communicates regularly with Supervisors and other stakeholders to review call center status and plan/coordinate future actions.
Plans, prepares, and revises work schedule and duty assignments according to customer needs, problems, workloads, and statistical forecasts.
Maintains confidentiality and upholds standards for privacy, data integrity, and security. Demonstrates commitment and dedication, integrity, respect, and cooperation.
Supports overtime requirements outside of regular business hours.
Responsible for aiding in own self-development by being available and receptive to all training made available by the company.
Plans daily activities within the guidelines of company policy, job description and supervisor’s instruction in such a way as to maximize personal output.
Responsible for keeping own immediate work area in a neat and orderly condition to ensure safety of self and coworkers. Will report any unsafe conditions and/or practices to the appropriate supervisor and human resources. Will immediately correct any unsafe conditions to the best of own ability.
EDUCATION / EXPERIENCE
Bachelor's degree and a minimum of four (4) years relevant experience, or equivalent combination of education / experience. Must have significant experience in the administration of HP Service Manager to maintain, configure, modify, enhance, and troubleshoot system applications. SQL proficiency preferred.
CERTIFICATES / LICENSES / REGISTRATION
Must be able to obtain government security clearance
U.S. Citizens / Green Card only due to government or federal requirement
JOB SPECIFIC KNOWLEDGE / SKILLS / ABILITIES
Extensive knowledge and experience in administering HP Service Desk series software
Skilled in database analysis to include design and implementation
Proficient SQL queries knowledge to include Business Objects and Crystal Reports
Strong technical computer skills, including PC hardware, software, peripherals, networking, and troubleshooting.
Working knowledge of computer technologies and software including but not limited to: Windows 7, Apple OSX, Apple iOS, Adobe Acrobat, RSA, Citrix VDI, Printer Management, and Wireless Networking
Knowledge using Microsoft Office/2010 applications and various Internet browsers such as Internet Explorer, Firefox, Google Chrome and Safari
Expert knowledge in MS Access design, modification, and implementation to include analytical reporting methods for trend analysis
Proven ability to provide exceptional customer service experience in technical and call center support environments
Strong knowledge of various telecommunication systems for inbound call center
Excellent written and verbal communication skills
Ability to work independently and with a team
Strong problem solving and critical thinking skills to identify problems, generate and evaluate alternative solutions, and/or make recommendations
Strong attention to detail skills to demonstrate accurate, clear, and concise work performance and methods
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference and volume. Ability to apply concepts of basic algebra and geometry.
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.