Under the direct supervision of the regional IT Customer Service Desk Manager, the Technical System Administrator will be responsible for hands-on hardware and software technical support. The TSA is responsible for managing the desktop support environment including server/network administration as needed to support business continuity. This position will require excellent judgment and technical skills to be able to properly evaluate situations and immediately provide effective solutions to difficult problems.
Essential Duties and Responsibilities (Other duties may be assigned.)
Define, document, and maintain standard operating procedures on troubleshooting supported desktop technologies, applications, and warehouse systems for continuous improvements.
Service and maintain audio-visual equipment.
PC/IPad/Mobility distribution, recovery as well as disposal.
Ability to account for all active or inactive equipment in the CMDB; maintain asset and equipment end-of-life compliance procedures and participate in yearly CAPEX and IT budget requirements.
Will continuously monitor, effort, assign/re-assign, escalate, etc. Incidents/Requests with ServiceNow ITSM tool.
Fully document all service management incidents, tasks and requests in ServiceNow ITSM Suite; including issue description, troubleshooting methods performed, communications sent to associates, and actions taken to final resolution, including knowledge base learnings if appropriate.
Timely acknowledgment 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 the 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, white-glove customer service to all our associates by being courteous, polite, engaging, and compassionate.
Assist in the mentoring and training of all TSA team members. Ensure that all TSA 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%.
To perform the job successfully, an individual should demonstrate the competencies of the RNDC Individual Contributor - Administrative Leadership Competency Model.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience:
Bachelor's degree from an accredited college or university, or equivalent experience. A degree in Computer Science, Information Technology, Computer/Data Systems Management or a related field or discipline is preferred.
A minimum of 5 7 years of combined experience in information security, information technology and IT Service Management or 3 years as a RNDC TSA II.
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.
Ability to read and interpret documents (such as general business periodicals, professional journals, technical procedures, or governmental regulations), write routine reports and correspondence, and to present information and respond to questions from groups of managers, clients, customers, and the general public.
Ability to work with mathematical concepts (such as probability and statistical inference, fundamentals of plane and solid geometry, and trigonometry) and apply concepts (such as fractions, percentages, ratios, and proportions to practical situations).
Ability to define problems, collect data, establish facts, draw valid conclusions, interpret an extensive variety of technical instructions (in mathematical or diagram form), and to deal with several abstract and concrete variables in situations where only limited standardization exists.
Certificates, Licenses, Registrations:
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.
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is frequently required to stoop, kneel, crouch, or crawl. The employee is occasionally required to stand; walk and climb or balance. Specific vision abilities required by this job include ability to adjust focus.
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.
Republic National Distributing Company is an Equal Opportunity/Affirmative Action employer. It is our policy not to discriminate against any Employee or Applicant. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, age, status as a protected veteran, among other things, or status as a qualified individual with disability. This policy of nondiscrimination in employment includes but is not limited to: recruitment, hiring, placement, promotion, transfer, employment advertising or solicitations, compensation, layoff or termination of employment.
Republic National Distributing Company