Local Site Administrator

Job Summary:

The LSA role involves being the first responder for troubleshooting most software and

hardware related issues. This includes but is not limited to: password lockouts; checking

system stability by completing periodic tests; responding to reports of errors in person

and via feedback channels; providing real-time assistance for users experiencing

issues; escalating issues as needed to third party contacts; comprehensive testing of

processes prior to new releases; creating and maintaining IDs; completing training as

assigned to stay current with specific knowledge; and walking the production floor as

a means of proactively seeking out on-going and potential system issues. Their aim is

to resolve all computer-related issues as efficiently as possible.

Key Responsibilities:

• Respond to and communicate with Customer Service Representatives to

support their use of the desktop and associate websites

• Assist the LSA Supervisor in associated project tasks
• Ensure that tracking and reporting requirements are consistently maintained and always updated at each location (and sub-contractor) in regard to helpdesk tickets opened closed pending User IDs and disabled accounts assigned by an LSA Supervisor
• Diagnose troubleshoot and fix configuration issues pertaining to specific systems for Customer Service Representatives
• Escalate issues pertaining to specific systems as needed if unable to fix locally
• Track escalated issues to completion
• Attend regularly scheduled conference calls and in person meetings to create and maintain a team environment
• Recommend workable solutions to difficult complex problems
• Facilitate the deployment configuration and inventory of computers
• LSA will routinely assist with Support of releases this will include User acceptance Testing (UAT)
• Able to accurately track the detail required to ensure the call center maintains compliance with SOP
• Provides the appropriate follow-up trouble shooting and reporting as outlined in existing Process and procedure guidelines
• Coordinate with the facilities department or Program for internal moves of people and equipment
• Assists Local IT installing operating systems configuring email accounts troubleshooting IP and connectivity issues ensure proper web browser installation and perform proper local workstation and network configuration as well as software configuration as needed
• Work off shift as necessary
• Regular and predictable attendance is required Please note this job description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities that are required of the employee for this job. Duties responsibilities and activities may change at any time with or without notice.

Preferred Skills:

• Must be computer literate and be familiar with help desk procedures
• Knowledge of systems software to determine if a malfunction is in the hardware or in the software
• Possess working knowledge of Microsoft suite of products including Word Excel Access and PowerPoint
• Good working knowledge of Internet Explorer software usage and configuration.
• Ability to interact well with all levels of employees and management and the ability to provide an excellent customer service experience
• Strong written and verbal communication skills required
• Strong interpersonal and customer service skills is required
• Strong analytical and organizational skills
• Ability to understand and troubleshoot software
• Ability to train end users
• Ability to work well with other people in a team-oriented environment
• Ability to install/deploy Windows based computers

Key Qualifications:

• HS Diploma required Associates Degree or higher preferred
• A or other COMPTIA certification preferred

DEI Competencies

Diversity Equity and Inclusion as a leadership competency is a measure of success within NET

Cultural competence:

• Understand multiple frameworks values and norms.
• Demonstrates an ability to flex style when faced with myriad dimensions of culture to be effective across cultural contexts.
• Negotiation: Negotiates and facilitates cultural differences conflicts tensions or misunderstandings.
• Judgement: Can discern when to inquire advocate drive or resolve more decisively.
• Continuous learning: Commits to continuous learning / improvement in diversity inclusion and cultural competence.
• Corporate communications: Acknowledge and address possible unfavorable impact.
• Corporate Social Responsibility: Influences media and marketplace via communication and community outreach to competitively position the organization.
• Brand Management: Identifies partners and leverages relationships with key external diverse suppliers organizations and customers to: Enhance the supply chain Increase market share revenues and loyalty.
• External Market Knowledge: Understands and is current on global and local trends/ changes and how they inform and influence D&I.
• Supplier Diversity: Identifies partners and leverages relationships with key external diverse suppliers organizations and customers to: Enhance the supply chain Increase market share revenues and loyalty

North End Teleservices is an equal opportunity employer and is committed to diversity in its workforce. North End Teleservices recruits qualified applicants without regard to characteristics such as race color national origin religion gender gender identity sexual orientation disability veteran status age marital status citizenship status or any other status protected by law.

North End Teleservices is committed to Diversity and Inclusion. We encourage diverse candidates to apply to this position. Equal Opportunity Employer minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity.

Required Experience:

Unclear Seniority