SR. TECHNOLOGY ADMINISTRATOR (ONSITE-FORT WORTH, TX)

Job Summary:

The Senior Technology Administrator position is responsible for providing computing services and support to Compass Group corporate and field associates.  They are responsible for corporate office and/or field support of all technologies and applications used by Compass Group associates, which also includes VIP and executive level associates.  They are the public face of the IT department and represent the user perspective in all technical operations and project activities.

The Senior Technology Administrator works as a member of the Technology Support Services team and is charged to understand the goals/objectives of that team and how it supports those of the Compass Technology division.

Responsibilities:

• Serve as subject matter expert for end user technologies, systems and applications.
• Troubleshoot and resolve desktop, laptop, mobile device operational and connectivity problems. 
• Provide initial LAN/WAN, computer hardware, Windows, Microsoft Office and remote communication support.
• Handle setup, configuration, and support of smartphone & tablet technologies.
• Ensure timely installation / support of hardware covering standard desktop and laptop hardware models. 
• Coordinate physical setup and configuration of PCs, printers and other peripherals. 
• Track and report on incidents and provide timely response to support requests, following through to ensure user satisfaction. 
• Ensure compliance with support procedures related to timing, reporting and follow through. 
• Work with 2nd level Compass Technology support teams to ensure that incidents are escalated properly and completed.
• Provide general training on technology use for VIP associates.
• Provide after-hours and weekend support for VIP and executive associates when needed.
• Assist with associate relocations to new offices/cubicles.
• Assist with small-scale department projects involving rollouts, deployments, and upgrades.
• Provide support for office video conference, audio-visual, server & network infrastructure as needed.

Leadership/Coaching

• Demonstrate an understanding of Team Goals, Strategies and Priorities.
• Demonstrate ability and willingness to share ideas with Associates, peers and management.
• Embrace a coaching culture, provide feedback to Associates, peers and management.
• Serve as a mentor to provide coaching and technical guidance to Associates.
• Demonstrate a positive attitude and set an example for colleagues.
• Attend regular manager and team lead status meetings and be engaged in meeting discussions and strategic planning.

Consultancy/Customer Service 

• Promote cross team collaboration in problem analysis, solution identification, implementation, and delivery activities.
• Collaborate with IT teams and end users to understand project requirements and recommend sustainable solutions that meet defined business needs.
• Demonstrate ability and willingness to mentor Associates to help develop consultancy and customer service skills.
• Recommend potential product, service and process opportunities by collecting customer requirements and analyzing business needs.
• Actively look to identify opportunities to enhance organizational efficiency.
• Build sustainable relationships of trust through open and interactive communication.

Planning and Organization

• Understand and be able to communicate daily and weekly Goals as assigned by Manager.
• Plan daily and weekly work activities in alignment with established/defined team Goals/Priorities.
• Execute against approved daily and weekly plans and keep leadership informed of work status/progress.
• Independently manage assigned tasks and project components to complete within established timelines.
• Identify and communicate potential business impacts when planning changes to production systems.
• Provide guidance/coaching to Associates to help them enhance the efficiency/effectiveness of their work plans.
• Participate with management and technical teams to establish appropriate project timelines to deliver sustainable solutions within approved time and budget parameters.
• Demonstrate accountability for physical and logical security/integrity in planning for all projects.
• Demonstrate attention to detail.

Responsibilities Cont:

Information Processing & Decision Making

• Actively look to maximize existing investments and leverage existing systems to solve identified business problems.
• Actively identify and communicate opportunities to automate repetitive manual processes.
• Identify potential impacts of new systems/processes or changes to existing systems/processes and provide technical expertise to ensure operational reliability.
• Apply critical thinking to identify and mitigate risk in the areas of security (physical and logical), sustainability, disaster recovery, and business continuity measures in all solutions.
• Lead Associates and collaborate with cross functional teams, project teams, and institutional leadership teams in root problem analysis, solution identification, implementation, and delivery activities.
• Collaborate with IT teams and internal and external customers to understand project requirements and recommend sustainable solutions that meet defined business needs.
• Evaluate vendor solutions against defined functional/business needs.

Communications

• Interpret meaning and importance of information and determine appropriate need and method for keeping team members, customers/stakeholders, and management informed.
• Communicate clearly to technical and non-technical users.
• Keep project, communication, testing, and training documentation updated using defined standards within 3 business days of approved changes.
• Document systems and processes in accordance with defined standards within 3 business days of approved changes.
• Be engaged and participate in individual discussions, project and team meetings.
• Participate in discussions with IT Management and teams to develop polices and standards.

Problem Solving

• Demonstrate critical thinking skills to help lead efforts to diagnose and troubleshoot issues.
• Coordinate with the Technology Support Services team to identify common issues and develop appropriate documentation, training, and automation.
• Establish working partnerships with IT teams and external partners to coordinate problem resolution for operational issues, and analyze root cause issues to address underlying infrastructure problems.
• Lead problem solving exercises by understanding the current state, conducting root problem analysis, solution identification, and then planning implementation and delivery activities. 
• Develop “as is” and “to be” diagrams to visually represent challenges, risks, and opportunities for improvements.
• Create tickets for 100% of support requests.
• Acknowledge assigned tickets/issues within 1 business day to communicate to users that the ticket has been assigned and identify the steps and timeline that will be taken to pursue resolution.
• Resolve most assigned tickets/issues within 3 business days.
• In the event a ticket/issue cannot be resolved within 3 business days, provide customer updates at least weekly to manage customer expectations and communicate the steps and timeline that will be taken to pursue resolution.
• Serve as an escalation point for Associates.
• Use sound judgement to determine the need to escalate issues/tickets to management awareness.

Qualifications:

• Technical/end-user computing support including:
• Microsoft Windows, Microsoft Office, Apple operating systems.
• Advanced knowledge of Microsoft Outlook.
• Internet Explorer, Chrome, Firefox, Edge.
• Networking fundamentals (TCPIP, DNS, VPN, routers, WiFi).
• Installing and supporting PCs, printers, peripherals, routers, etc.
• Smartphone and tablet configuration and administration.
• Active Directory, Exchange, O365 administration a plus.
• Bachelor’s degree in Management Information Systems, Computer Science, Computer Information Systems or equivalent combination of education and experience.
• A+, Network+, Security+, Microsoft certification preferred
• HDI Certified Support Center Analyst (SCA) preferred
• HDI Certified Desktop Support Technician (DST) preferred
• Excellent verbal and written communication skills.
• Excellent critical thinking and problem solving skills.
• Positive attitude and solutions oriented thinking.
• Ability to communicate technical concepts to both technical and non-technical audiences.