Senior Systems Admin

Deskside IT support and management
? Oversee activities of contracted service provider to ensure effective support of Microsoft Windows environment including laptops, desktops, mobile devices.
? Along with regional manager of Deskside Services, ensure Deskside Incident and Request tickets are managed through defined SLA’s and OLA’s.
? Act as the initial point of contact for all RTP Deskside Service matters, escalating to global support teams or regional manager of Deskside Services as required.
Project Deployments and New Deskside initiatives:
? Support or lead deployments of global IT solutions to the RTP campuses.
? Where no global solutions exist, work with the regional manager of Deskside Services, to define and deliver appropriate local solutions.
? Coordinate, support, project manage and execute new Deskside initiatives.
IT service improvement:
? Leverage and support user training to drive effective use of IT solutions and reduce usage-based incidents.
? Based on the ITIL foundation, identify and reduce problems and recurring incidents.
Scope and Accountability
? Supports the two RTP campuses, escalating to manager of Deskside Services for region, and/or calling on the support of global expertise when needed.
? May require domestic or international travel (<10%)
? Will require flexibility to work outside of hours to meet specific support or project needs, and to collaborate effectively with teams across time zones to drive outcomes
? Is accountable for own work and individually responsible for meeting the job timelines with minimal supervision.
? In collaboration with the manager of Deskside Services for the region, maintains a high level of satisfaction to the business customers by ensuring contracted Deskside Services are reliable and effective, and delivers a positive support experience to the end user.
? Identifies when the needs of the customer are not being met and escalates to regional Deskside manager.
? Builds and manages relationships with users across the RTP campuses, and positively impacts the perceptions of IT as a business partner.
? Works independently and is able to prioritize own work and keep those priorities transparent to customers. Consults with the regional Deskside Services manager for all Infrastructure priorities and priorities for local business-related situations.
? Where process clarification or additional expertise are required, consults with the regional manager of Deskside Services.
? Maintains practical, up-to-date, and extensive knowledge of relevant technologies and processes.
? Demonstrates effective troubleshooting and documentation skills.
? Audit and Inspection support.
? Business acumen to facilitate priorities and urgency.
? Written and verbal communication skills for instructional communications and to positively influence end user behavior.

5 years or more in Deskside Technical Services and customer support; 3 years related IT experience

Possess extensive knowledge of business area and technology
Demonstrates problem analysis and resolution skills
Demonstrates Project Management skills

Serve as initial Deskside Services contact for the two RTP campuses for coordination and escalations. Maintain relationship with local user community and leadership. Work closely with the global IT teams to deliver projects, and effective support for end-user productivity tools and technologies. Along with Sr Manager of Deskside Services, oversee contracted Deskside Services technicians’ support activities on the RTP campuses.