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Service Desk TSA I

  • Location: Jessup, Anne Arundel County, Maryland
  • Job Type:Contract

Posted 22 days ago

  • Expiry Date: 30 September 2021

About Our Client: With roots extending before Prohibition,  one of the nation’s leading wholesale beverage alcohol distributors, specializing in wine and spirits. As the preferred partner for alcohol producers who value the three-tier system, serves as a brand-building and product expert liaison between suppliers and those who sell or serve alcoholic beverages.

Job Description:

Job Duties & Responsibilities: 

  • Under the direct supervision of the regional IT Customer Service Desk Manager, the Corporate Technical System Administrator I will be responsible for hands-on hardware and software technical support.  The TSA I is responsible for managing the desktop support environment including minor server/network administration as needed to support business continuity. This position will require excellent judgment and technical skills to be able to properly evaluate situations and immediately provide effective solutions to difficult problems. Will serve as an escalation point, site lead, and subject matter expert for other junior technicians.

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

  • Define, document, and maintain standard operating procedures on troubleshooting supported desktop technologies, applications, and warehouse systems for continuous improvements.

  • Help to service and maintenance audio-visual equipment as needed.

  • Will be the Enterprise SPOC for PC/IPad procurement, distribution, recovery as well as disposal.

  • Ability to account for all active or inactive equipment in the CMDB; maintain asset and equipment end-of-life compliance procedures and participate in yearly CAPEX and IT budget requirements.

  • Will continuously monitor, effort, assign/re-assign, escalate, etc. Incidents/Requests with ServiceNow ITSM tool.

  • Fully document all service management incidents and requests in ServiceNow ITSM Suite; including issue description, troubleshooting methods performed, communications sent to associates, and actions taken to final resolution, including knowledge base learnings if appropriate.

  • Timely acknowledgment and triage of service management incidents to determine the proper impact and urgency to recovery and prevent system outages. Search Service Desk knowledgebase articles, SOP’s for possible incident resolutions. 

  • Responsible for properly determining and assigning higher tiered service management incidents/requests to responsible assignment groups if the resolution cannot occur at the TSA level.

  • Willingness and availability to serve in an on-call scheduled rotation that provides night and weekend support coverage to our associates as needed.

  • Provide effective world-class customer service to all our associates by being courteous, polite, engaging, and compassionate.

  • Assist in the mentoring and training of all TSA II team members. Ensure that all TSA II’s are adhering to established service management policies and procedures for processing, escalating, notifying, and closing incidents/requests.

  • Responsible for troubleshooting and configuring software, printer, and connectivity-related issues beyond step-by-step instructions.

  • Provide 24X7 first-line support for all Warehouse Automation technologies which includes physical repairs of mechanical equipment as needed.

  • Maintain and demonstrate excellent teamwork and collaboration while serving as the individual market center technical/project lead for enterprise IT initiatives.

  • Thorough understanding of warehouse networked equipment and internal data flows; a point of sales infrastructures, mainframe data collections, and data mining transfers to warehouse logistic systems and distribution repositories.

  • Act as the primary escalation point for vendor and operations team communications during individual market center system outages.

  • Maintain and ensure market centers' security threats and vulnerabilities are remediated to safeguard the enterprise environment.

  • Willingness to travel locally and nationally, less than 5%.

  • Competencies: To perform the job successfully, an individual should demonstrate the competencies of the client Individual Contributor - Administrative Leadership Competency Model:

  • Support Continuous Improvement: Behaviors that result in the improvement of existing processes leading to greater efficiency. It also includes the implementation of change.

  • Solve Problems Through Collaboration: Behaviors that involve using metrics and information, and gathering input, to make decisions. This includes effective business judgment and critical thinking, as well as having a systematic perspective of the business.

  • Execute Results - Administrative: Behaviors that involve accomplishing goals, ensuring accuracy, timely completion of tasks, etc.

  • Plan and Prioritize: Behaviors that lead to efficiency in the use of own time and enable a flexible response to changes in priorities. This competency includes the identification of priorities and actions that have the greatest impact on outcomes and business results.

  • Communicate Effectively: Behaviors that involve creating clear and open lines of communication – keeping people informed, being an active and involved listener, and communicating clearly and consistently.

  • Demonstrate Professionalism: Behaviors that contribute to creating an environment of respect and professionalism. Demonstrates excellent communication skills; high integrity; personal responsibility and initiative; treats people with respect; encourages diversity; maintains a positive, professional demeanor; and is serious-minded about responsibilities.

  • Deliver Customer Satisfaction - Administrative: Behaviors that involve direct interaction with external customers (trade/market) and internal client customers that lead to increased customer satisfaction. Includes creating a culture of customer excellence, developing strong working relationships, being proactive, and a good business partner.

  • 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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:

  • Bachelor's degree from an accredited college or university, or equivalent experience. A degree in Computer Science, Information Technology, Computer/Data Systems Management, or a related field or discipline is preferred.

  • A minimum of 5 – 7 years of combined experience in information security, information technology, and IT Service Management or 3 years as an client TSA II.

  • High-level understanding and experience of network troubleshooting, network design topology and terminologies, TCP/IP knowledge, VLANS, and routing.

  • Technical skills in vulnerability assessment, networking, operating systems, and incident response methodology are desired.

  • Working technical knowledge and experience in information technology, computing systems, network technology, security operations, security technology, and the application of information security concepts.

  • The incumbent will have exposure to ITIL foundational structures including Service Transition, Service Operations, and Continual Service Improvements.

  • Language Skills: Ability to read and interpret documents (such as general business periodicals, professional journals, technical procedures, or governmental regulations), write routine reports and correspondence, and present information and respond to questions from groups of managers, clients, customers, and the general public.

  • Mathematical Skills: Ability to work with mathematical concepts (such as probability and statistical inference, fundamentals of plane and solid geometry, and trigonometry) and apply concepts (such as fractions, percentages, ratios, and proportions to practical situations).

  • Reasoning Ability: Ability to define problems, collect data, establish facts, draw valid conclusions, interpret an extensive variety of technical instructions (in mathematical or diagram form), and deal with several abstract and concrete variables in situations where only limited standardization exists.

Certificates, Licenses, Registrations:

  • Systems certifications or relevant IT certifications are a plus

  • It is generally desirable for a person in this position to possess technical certifications such as A+, Security+, Network+, ITIL, Microsoft MCP/MCSE, or other related industry certifications, and the ability to maintain those certifications.

About ASK: ASK Consulting is an award-winning technology and professional services recruiting firm servicing Fortune 500 organizations nationally. With 5 nationwide offices, two global delivery centers, and employees in 42 states-ASK Consulting connects people with amazing opportunities

ASK Consulting is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all associates.