Golden State Foods

Sys Support Specialist Sr

Location US-NC-Pineville
Job ID
2018-3231
Category
Information Technology

Overview

JOB SUMMARY               

The Senior Systems Support Specialist is accountable for ensuring maximum business productivity by providing quick restoration of service in the event of an incident through high quality systems support and technical assistance in person, via telephone or from a remote location.  Provide regional support for the PC and Network systems at GSF facilities.  Adhere to corporate policies and standards, configure PC’s and Network software, trouble shoot problems, and support our client server application environment.

Responsibilities

ESSENTIAL FUNCTIONS

 

  1. Service Desk
  • Deliver excellent technical and non-technical support with outstanding customer service and end user satisfaction in a timely manner.
  • Provide Level 1 Service Desk support via phone, email or other entry channel.
  • Troubleshoot and resolve system, application and network problems and diagnose and solve hardware/software faults.
  • Accountable for service restoration for every owned incident.
  • Resolve daily issues of a complex scope that impact the team and overall business objectives.
  • Work closely with other groups within the organization to communicate issues.
  • Accountable for meeting individual and team Service Levels including First Contact Resolution and Average Call Waiting times.
  1. Application Support
  • Provide Level 2/3 Application Support through escalated incident tickets from the Service Desk per defined Service Level Agreements (SLAs).
  • Manage and monitor applications to ensure all components are functioning at appropriate levels.
  • Provide guidance on application functionality for end users.
  • Provide support, training and assistance for all computer-related software systems to maximize efficiency & productivity of employees and business operations.
  • Provide “new user” setup support.
  • Prepare reference tools for users by writing and updating operating instructions.
  1. Technical Support
  • Provide Level 2/3 Technical Support through escalated incident tickets from the Service Desk per defined Service Level Agreements (SLAs).
  • Provide end-user support including software installation, PC troubleshooting, hardware diagnoses and configuration and training.
  • Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
  • Monitor and maintain the computer systems and networks for the enterprise and analyze performance indicators.
  • Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.
  • Provide support for regional facilities for personal computers, local area networks, network servers and peripheral equipment to maximize employee productivity. Coordinate resources and services where necessary to support the applications. 
  • Assist with the coordination of upgrades and new installs to maintain proper synchronization with other corporate systems.
  • Adhere to corporate and departmental policies, procedures, standards, and guidelines.
  • Document cable and network schemes.
  • Maintain documentation and procedures as directed.
  1. Incident/Problem Management
  • Accountable to be the Incident Manager for the lifecycle of incidents.
  • Provide focus on customer restoration needs to ensure the proper and timely escalation of incidents.
  • Review aging of teams’ incidents and take appropriate action, including escalation of incidents.
  • Accountable for providing input into and following quality standards and procedures for ticket documentation.
  • Accountable for providing input into and following quality standards and procedures for knowledge base contributions.
  • Manage proactive incident trending process.
  • Lead Problem Management/ Root Cause Analysis (PM/RCA) activities for the IT organization.
  • Create and maintain all technical documentation supporting the Service Desk along with developing training materials for the IT teams.
  • Develop training materials and procedures, or train users in the proper use of hardware or software.

               

  1. Additional Responsibilities
  • Other responsibilities and accountabilities may be assigned based on business and organization needs.

               

TRAVEL EXPECTATIONS

 

  • Some travel requirements (20%)

Qualifications

ESSENTIAL KNOWLEDGE, SKILLS AND ABILITIES

  • Strong interpersonal communication (oral/written/verbal skills).
  • Ability to work in a fast pace environment with flexible hours. Overtime and some weekends work will be required.
  • Experience and ability to brief upper/executive management on tasks assigned.
  • Requires minimal supervision

 

Technical

 

Expert

  • ITIL Incident Management
  • Packaged Software
  • Remote Assistance Tools
  • Microsoft Windows 7 & 10 Operation systems
  • Microsoft Office 2010-2016

Proficient

  • Basic Office Equipment
  • Client/Server Systems
  • Data Transport
  • General Office Applications
  • Infrastructure Technology
  • Operating Systems
  • User Interface Design
  • Windows Administration
  • Microsoft Office 365 Admin

Basic

  • Business Continuity
  • Networks, Routers, Switches, Firewalls
  • Operating Systems
  • Voice and Data Cabling•

 

Business

 

Expert

  • Service Level Management

Proficient

  • Business Acumen
  • Business Alignment
  • ITIL
  • Technical Writing

Basic

  • Innovative Solution Development
  • Project Management Methodology (PMM)
  • Systems Delivery Life Cycle (SDLC)
  • Test Plans

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