Position Summary

The Technical Support Administrator Level II is responsible for information systems support and problem resolution. Information Systems can include hardware, software, and networks at a general end-user level. General IT knowledge, excellent communication skills, and strong organizational ability are key to success. The desire to excel in IT acumen, ability to operate independently, use of creativity and analytical thinking in problem-solving, and professionalism at all times is expected.

Essential Duties and Responsibilities (include the following. Other duties may be assigned.)

• General Information Systems troubleshooting and maintenance.
• General off-the-shelf and custom application support.
• Transportation Management System (TMS) support (AS400).
• Collaborate with business units and advanced support teams to resolve IT issues.
• Proper triage and documentation of all support tickets.
• Maintain knowledge articles as resolutions are developed.

Supervisory Responsibilities

• None

Competencies 

To perform the job successfully, an individual should demonstrate the following competencies:

• Business Acumen – Understand business implications of decisions; Demonstrates knowledge of market and competition and how emerging information technologies support business strategy and impact the industry.
• Professional Development – Maintains up-to-date knowledge of available and emerging Information Systems technologies through professional reading and training.
• Conflict Resolution – encourages open communication; confronts difficult situations; maintains objectivity; controls emotions; uses negotiation skills to resolve conflicts.
• Impact & Influence – pursues and wins support for ideas; displays ability to influence critical decision-makers; works with interdepartmental staff to maintain performance and reliability service levels; seeks win-win solutions to conflict.
• Relationship Building – builds rapport up, down and across the organization; establishes collaborative relationships to achieve objectives; develops a network of professional contacts; displays empathy and considers diverse viewpoints.

Qualifications

• 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.
• Knowledge of X86 architecture and compatible OS technologies.
• Knowledge of Microsoft Office suite.
• Knowledge of iSeries (AS400) a plus.

Education and/or Experience

• The candidate has obtained or is working toward a degree in Information Systems or a related field.
• 1-3 years of experience in general information systems support.

Other Qualifications                  

• Excellent communication skills.
• Strong customer service skills and ability to build professional relationships.
• Solid teamwork and interpersonal skills - Able to work alone or with a team.
• Well organized.
• Able to multi-task in a fast-paced environment.
• Able to travel by ground or air to perform job duties or participate in a conference or training-related venue.
• Able to work weekends as required and provide on-call support as needed.

Physical Demands

• The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully.
• While performing the duties of this job, the employee is regularly required to sit, use hands, reach with hands and arms, and talk or hear. The employee is occasionally required to stand, walk, stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move network equipment alone or with assistance. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the 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 for individuals with disabilities to perform essential functions.