Position Title: Systems Administrator
Department: Information Technology
Reports to: IT Manager
Salary Range: $85,000 to $125,000
Principal Accountabilities:
- Responsible for providing timely, effective user support that resolves the root causes of problems with primary focus on Production uptime.
- Efficient, effective coordination with vendors and consultants as required.
- Provides support for systems and functions not supported by Managed Service Provider: phones, printers, thin clients, computers tied to manufacturing equipment.
- Collect information from users about problem and lead user through diagnostic procedures to determine source of problem. Escalate to MSP when required.
- Provide Windows desktop support in-person and using remote control access for all company locations.
- Assist in the maintenance and administration of user workstations, laptops, printers, network equipment and wireless devices.
- Support Microsoft Office and any LOB applications.
- iPhone and other PDA setup and troubleshooting.
- Document work done in Help Desk tickets or email from initial request through request completion.
- Coordinate user problem resolution with other IT department staff as necessary.
- Develop and maintain system documentation regarding physical topology, equipment, environment and/or software.
- Moving desktop computing hardware.
- Create articles and procedures to answer Frequently Asked Questions and to document technical solutions.
- Other duties as assigned and work as a team with other departments within the companies.
- Occasional after-hours work required.
Minimum Qualifications:
5 years' experience in desktop support, network administration.
Organization of work for efficiency
Excellent customer service
Ability to identify problems and formulate solutions
Preferred Qualifications:
AA or AS degree in Information Technology or Computer Science
Certification in Network Administration
Certification in Microsoft application support
CompTIA A+, Network+ or Security+
FortiGate NSE4
Familiar with compliance programs; PCI, SOX, NIST
Policy and procedure documentation
Core Values:
Exceed internal & external customer's expectations with the highest quality of products and services.
- Take Ownership. (TO)
- Exceed customer's expectations with the highest quality of products and service.
- Never pass along a problem.
- Acknowledge you are a role model.
- Safety first.
- Maintain clean and unobstructed work area.
- Maintain flexibility.
- Understand the meaning, cause, and effect of each of the Key Business Indicators.
- Develop key metrics, graphically depict and post measures.
- Embrace Change.
- Continuously improve Products, Processes and Self.
- Possess a "Can Do" approach to all aspects of the job is a must.
- Embrace the Kaizen and change processes.
- Engage in Problem Solving not fire fighting.
- Demonstrate Respect for others.
- Maintain a positive attitude with all of the stakeholders of SFE.
- Value and maintain positive personal relationships with co-workers, vendors and customers.
- Promote teamwork and cooperative effort.
- Promote communications between and among employees on all SFE matters.
- Train and give guidance to Silicon Forest employees whenever appropriate.
- Provide positive critical feedback to upper management.
- Adopt a "Good to Great" philosophical approach.
- Maintain professionalism.
- Make sound business decision based on proper due diligence, research and data.
- Maintain unquestionable levels of integrity and ethics - in perception and in fact.
Core Competencies:
- Job-Specific Knowledge and skills: Acquires and applies knowledge, skills, and experience to accomplish results.
- Keeps current with and effectively applies new work methods, skills, and technologies to complete work efficiently. (Embrace change)
- Demonstrates the willingness and competence to work in multiple, functional areas (Teamwork)
- Assesses situations accurately and determines appropriate action (professionalism)
- Identifies and utilizes resources effectively and responsibly (Professionalism)
- Plans, prioritizes, and organizes work effectively to produce measurable results (TO)
- Takes ownership for own self-development (TO)
- Quality: Provides high quality services, processes, programs and products while consistently seeking ways to improve outcomes and enhance service.
- Takes a problem-solving approach when faced with challenging or difficult situations (Teamwork)
- Proposes changes to policies or procedures, where appropriate (Embrace change)
- Uses sound judgment (professionalism)
- Consistently exceeds customer's expectation with High quality product and service.
- Work is thorough, timely and reflects the highest degree of quality (TO)
- Manages difficult and emotional situations effectively (Professionalism)
- Takes initiative in improving service, processes, programs and products (TO)
- Responds to requests in a conscientious and timely fashion (Teamwork)
- PROFESSIONALISM & ACCOUNTABILITY: Demonstrates enthusiasm for and commitment to the position and accepts responsibility for personal actions
- Organizes and maintains work environment to allow for productivity (TO)
- Complies with departmental performance standards (Company)
- Maintains appropriate confidentiality and respects the privacy of others (Professionalism)
- Communicates clearly and effectively, both orally and in writing (Professionalism)
- Demonstrates willingness to undertake duties as assigned (TO)
- Demonstrates willingness to accept shift in responsibilities due to the nature of the changing workplace (Embrace change)
- Conveys positive and professional image of work unit to others (Professionalism)
- Tracks progress or improvements (TO)
- COLLABORATION AND TEAMWORK: Supports a positive team environment in which members participate, respect and cooperate with each other to achieve desired results.
- Uses Problem-Solving techniques to improve products and processes
- Promote teamwork and cooperative effort
- Promote communication between and among employees on all SFE matters
- Collaborates with others to improve quality and address needs
- Builds and sustains cooperative working relationships
- Volunteers to participate in continuous improvement events, and Company committees
- Demonstrates a sense of responsibility for the success of the group or department
- Demonstrates a positive attitude in work assignment and interaction with others
- Recognizes strengths and contributions of others
- Provides leadership on projects and/or programs
- Train and give guidance to SFE employees whenever appropriate
- COMMITMENT TO THE VALUES OF THE DEPARTMENT & COMPANY: Promotes a safe and inclusive environment that provides for the open exchange of ideas and the virtues of integrity and honesty.
Integrity:
- Works cooperatively with people of diverse cultural identities, styles and functional responsibilities
- Demonstrates respect for the opinions and beliefs of others
- Works effectively with others in a variety of settings
- Makes ethical decisions
Organizational Understanding:
- Represents the values of SFE to internal and external communities
- Aligns individual work priorities with departmental and SFE's goals and visions
- Visibly demonstrates care and concern for colleagues, staff, faculty, students and external customers
- Demonstrates a clear understanding of policies and procedures of operation; complies with and applies policies and procedures appropriately (Company)
- Understand the meaning, cause, and effect of each of the key Business Indicators
- ADDITIONAL COMPETENCIES
- Relentless pursuit of waste reduction
