.Purpose Statement: Desktop Administrators are responsible for providing IT service excellence for our internal customers as well as management of site computing equipment, including but not limited to laptops, desktops, thin clients, printers, and computer interfaces to equipment as applicable.Key Job Accountabilities:- Manages problem tickets and provide customers with timely feedback on status.
Provide assistance with issue escalation and resolution.- Alignment with and adherence to global IT policies and standards.- Ensure effective lifecycle management of computing devices, equipment, and related software inventory tracking.- Follow established change management policies and procedures to test and implement system updates, modifications, and/or deletions.- Use lean concepts, leveraging metrics and experience, to drive improvement into process and solutions within span of control.
Drive root cause analysis and corrective actions.Additional Accountabilities:- Demonstrate a high level of customer service, providing support through both electronic and in person interactions, insuring internal customer satisfaction.- Communicate project issues and status accurately and in a timely manner to team leaders, project managers, and directly to the customer as appropriate.- Participate in the research and creation of new technologies for use by our internal customers.- Demonstrate proficiency at creating automated systems to remove the need for repetitive user and or administrative procedures.- Lead the creation of documentation to enable future support and corrective resolution for newly discovered "root cause" and "systemic" issues.- Ensure consistent loading of software packages, operating systems and specialized packages through established processes.- Actively participate and collaborate with peers within the global IT organization.- Minimal travel may be required to meet the needs of the business (estimated < 10%).- Additional dutiesas assigned.Education/Experience Qualifications:- A minimum of an Associate's degree is preferred; a Bachelor's degree in Information Technology is preferred.- Less than One (1) year of related experience is required; One (1) or more years of related experience is preferred.An equivalent combination of education and experience sufficient to successfully perform the key job accountabilities may be considered.Other Qualifications:- Intermediate level computer skills.- Intermediate level decision making and problem solving skills.- Intermediate verbal and written communication skills.- Ability to write detailed correspondence, journal task progress, problem resolutions, and technical procedures.- Ability to effectively present information verbally in one-on-one and small group situations to customers, clients, and other employees of the organization.- General office equipment and materials