IT Infrastructure Administrator I
Job Summary: The Infrastructure Administrator I provides both remote and on-site technical support for desktops by installing, testing and repairing computer hardware, peripherals and desktop software. The desirable candidate is professional with a customer service focus, organized, works with a sense of urgency, and communicates clearly and effectively both with customers and co-workers. The force that propels Matrix Service Company to success is our employees, who proudly abide by the following system of honest, practical core values that guide internal and external operations.
COMMITMENT TO SAFETY: Put safety first for yourself and others. Create a zero-incident environment through leadership.
INTEGRITY: Do the right things every time, ethically and honestly.
POSITIVE RELATIONSHIPS: Be respectful, promote collaboration and build lasting relationships.
STEWARDSHIP: Safeguard all that is entrusted to us.
COMMUNITY INVOLVEMENT: Make a difference in the communities where we live and work.
DELIVER THE BEST: Strive for excellence in all we do.
Knowledge Skills and Abilities:
Interpersonal Relationships: Collaborates with departmental associates and management. Adapts interaction style to situations and people. Identifies roles and responsibilities for self and others. Demonstrates an understanding of alternative points of view. Explains impact of interactions with individuals and groups.
Communication: Uses various media appropriately and effectively. Analyzes audiences to understand their composition and perspectives. Balances the use of visual and verbal elements to maximize interest and impact. Confirms understanding by restating others' positions. Adapts listening and facilitation styles to others' communication styles.
Accountability: Demonstrates an ability to meet own responsibilities. Removes obstacles to work objectives. Maintains a sense of urgency and a positive attitude. Brings potential problems to the fore, thereby enabling decision makers to keep projects on track. Adjusts work to accommodate the needs of group processes.
Self-Directed Growth & Development: Explains how self-knowledge is relevant to work. Provides examples of ways in which strengths and limitations can impact professional performance. Describes several approaches to personal growth. Names organizational resources and tools for pursuing self-development.
Decision Making & Critical Thinking: Assists in assessing risks, benefits and consideration of alternatives. Participates in documenting data, ideas, players, stakeholders, and processes. Applies an assigned technique for critical thinking in a decision-making process. Recognizes, clarifies, and prioritizes concerns. Identifies, obtains, and organizes relevant data and ideas.
Process Improvement: Defines the critical workflow for executing key processes. Identifies process problems that limit performance. Implements methods for improving and establishing controls for critical processes. Focuses on the most significant problems to maximize efficiency gains. Surfaces systemic problems to be addressed at the organizational level.
Technical Troubleshooting: Participates in conducting and documenting business assessments. Defines the activities, deliverables, and tools of a business assessment process. Applies tools and techniques for gathering business requirements. Participates in the preparation of risk assessment and benefits analysis. Documents best practices and techniques for assessing application opportunities.
Solution Sustainability: Has a basic understanding of what systems will be impacted by implementing a new technology solution. Has a basic awareness that the monitoring tools exist but has very little knowledge of use of those systems and the value they bring to the company. Has a basic understanding of processes and procedures and knows where they are located in the IT repository.
Design Assessment: Has only a basic understanding of a technology need for customers, but has little or no input into the solution.
Infrastructure Technology Skills: Installation, administration, manage access, performance monitoring, utilization tracking, troubleshooting, vendor escalation & management. Provide tier 2 support.
Application Technology Skills: Engage with customers to gather basic troubleshooting information, assist users in using technologies that are already in place and provide basic troubleshooting & support using documented cases & procedures. Provide tier 1 support.
Essential Functions:
• Actively supports the Company’s commitment to safety and its “Core Values”.
• Represents the Company at all times with high moral standards while adhering to the Company’s “Code of Business Conduct and Ethics”.
• Responds to assigned Service Desk work orders within established guidelines.
• Serves as the escalation point from the Customer Care Coordinator team.
• Engage with customers to gather basic information around the request or incident, assist users in using technologies that are already in place and provide basic troubleshooting information & support using documented cases & procedures.
• Trouble shoots computer hardware and software including installation, repair, and upgrade of PC’s including printers, phones, and other forms of electronic communication.
• Recognizes the technical needs of our customers, articulates the business needs and has a basic understanding of solution identification.
• Empowers end users by training and educating them when repairing their PC’s.
• Participates in the on-call rotation for the Operations Support group.
• Establishes and maintains healthy working relationships with clients, vendors and peers.
• Perform other responsibilities as required or assigned.
Qualifications:
• 1+ years’ experience in PC software and hardware support.
• Associates degree in Computer Science or equivalent job-related experience/knowledge.
• Knowledge of PC hardware, network printers, and phone systems.
• Working knowledge of Microsoft desktop operating systems and products and Microsoft to network connection.
• Strong customer service orientation with problem solving and troubleshooting skills.
• Ability to maintain confidential information in a discreet manner.
Physical/Special Requirements:
• Core work hours could be 7-4, 8-5, or 9-6 to ensure coverage for all the time zones we span.
• This position will require working outside of normal business hours upon occasion including participating in an on-call rotation schedule.
• Occasional travel may be required.
We are an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, genetic information, marital status, disability, veteran status, or other legally protected characteristic or category.