Service Desk Admin

PURPOSE:

The Service Desk Administrator provides Helpdesk and troubleshooting support and expertise to users of PC’s and related peripherals and phone systems (land line and mobile). Manage PC and peripheral hardware, local and wide area networks, network communications equipment and related asset inventories. Ensures successful data backups occur following existing policies and associated processes and procedures and participates with management in disaster recovery planning and testing.

KEY OBJECTIVES AND RESPONSIBILITIES:

• Document all issues and resolutions timely in ServiceNow for future reference
• Closely work with IT Operations Manager on incident management entries
• Resolve/follow up user issues assigned from ticket system
• Monitor and maintain organizational equipment to ensure peak performance
• Provide user support to personnel including system setups, installs and troubleshooting
• Ensure data backup processes and disaster recovery plans are operational and documented
• Manage PC and peripheral hardware and software, local and wide area network hardware and Software and network communications equipment on supported sites, including maintenance of asset and software inventory and appropriate licenses
• Provide guidance, training, troubleshooting support and expertise to users of local and wide area networks and local area network operating systems and applications on supported sites
• Propose and participate in local projects or technical solutions for business where IT technical skills are needed, aligned with the Calumet standards, rules and policies
• Telecommunications services coordination which may include management of those services. This may include telephone systems, wireless telephones, radios and other communication devices. This may also include all data communications, voice mail, paging, modem and fax services
• Support of local applications, databases, web services and data systems used at Calumet sites and other supported sites. These activities are usually developed based on business needs. All of these activities must be coordinated with Calumet Director of Enterprise Applications so that the best systems, data, and resources are utilized

REQUIRED EDUCATION/EXPERIENCES:

• 3+ years of relevant helpdesk experience
• Broad range of experience should include extensive knowledge of Microsoft based operating systems and software as well as networking concepts.
• Telephony experience, including VoIP and/or Microsoft Teams Voice
• Working knowledge of Active Directory
• Working knowledge of Microsoft Exchange
• Working knowledge of Microsoft Windows operating systems (Server/Client)

PREFERRED EDUCATION/EXPERIENCES:

• Ability to interact with various levels of management in different functional areas
• Strong customer service skills; able to problem-solve and diagnose complex tasks
• ServiceNow experience
• Working knowledge of Microsoft products (Word, Excel and PowerPoint)
• Working knowledge of Microsoft Office 365
• Enterprise email filter management experience
• Mobile Device Management (MDM) experience (InTune)

COMPETENCIES:

• Analytical & organization skills
• Ability to work independently within tight deadlines and balance workload effectively
• Ability to independently make decisions
• Strong interpersonal skills and team player
• Results oriented and can demonstrate a ‘can-do’ attitude, adaptability, flexibility and creativity
• Good coaching and leadership skills
• Strong written and oral communications skills
• Demonstration of Calumet Values – Safety, Environment & Social Responsibility, Teamwork, Ownership, Passion for Customers, and Excellence

Salary and benefits commensurate with experience. We are an equal opportunity employer including disability and veteran. All offers of employment are conditioned upon successfully passing a drug test.