Looks like I now find myself splitting time between Colorado, Nevada, and California in my new job. I can picture the endless biking opportunities and plan to take advantage of that. Having MTBed in Nevada a few times, I'm ready for a more steady chance. That is, provided I can get some help. Help? This may not be appropriate to post here, and the mods may not like it, but I've found the best employees are ones that appreciate your passions.
So, for my Henderson / LV based biking brethren, I submit the following job description. PM me if you or someone you know may be interested.
Senior Support Specialist
This hands-on position is responsible for leading the support team on internal/production networks, phone systems and computer systems. This person will work closely with the various departments, local and remote users, and other Information Technology team members to meet challenging objectives for issue resolution, user satisfaction and performance metrics. This position requires a highly motivated individual comfortable with rapid changes in direction and environment. The successful candidate will be customer oriented, results driven (i.e. metrics oriented), budget conscious, and passionate about building a cost efficient support center environment. Though the preference is to base this position in Henderson, Nevada, we may also base this in Irvine, California or Westminster, Colorado. No relocation will be provided.
(60%) Provide immediate support for all systems, software, and users. The Sr. Support Specialist will be the hands-on provider of first level desktop support to the employees. This includes ordering, imaging, and roll-out of new computers, upgrades, installation of software, cell phone activation, escalation of help desk tickets, desktop phone support, and Support Center system management.
(10%) Develop/maintain policies, procedures and tools for the support center to provide consistent high-quality support for corporate network, phone systems and desktops. This will include but not be limited to change management, incident response as well as a strong focus on metrics/achievement.
(10%) Maintain an efficient set of practices for supporting the companys growth. This includes establishing/improving repeatable processes for supporting new people, offices, markets, and integration partners as needed. The position requires a focus on efficient use of resources, tools and automation to ensure that all practices can scale with the company.
(10%) Ensure that support center performance is properly tracked and published. Focus should be on establishing and communicating consistent SLAs for quantitative and qualitative measures, reporting on compliance and escalating issues when necessary.
2+ years experience leading IT or technical service teams in a customer call center
5+ years providing customer focused computer support
4+ years experience supporting corporate phone, email and network systems and other back office systems
Able to patiently calm frustrated computer users
Excellent communication skills
Organized in their approach and execution, but not requiring bureaucracy or over formality - substance is more critical than form
Ability to efficiently orchestrate and drive timely escalations as required
Drive to do whatever it takes to make sure their systems and team meet the needs of our customers
A sense of urgency
Flexibility - we work in a very fluid and dynamic environment - ability to adapt to rapid changes in direction is crucial
Teamwork - ability to work effectively and build the relationships with both the IT and functional leadership teams
Work ethic - willingness and enthusiasm to work non-standard hours as needed and actively help team close tickets to get the job done and to meet the needs of our customers
Ability to learn new things quickly and inquisitive enough to challenge what does not make sense
Demonstrated track record for solution delivery and cost reduction
Quality - demonstrated ability to listen in on calls, monitor work that has been completed, and insure a successful completion the first time through
Continuous Improvement - implement a survey and user call back procedures to solicit feedback on support in order to drive improvement
Prior biotech industry experience a plus
A minimum of 35% travel is required
Experience administering Microsoft Exchange
Experience administering Microsoft Windows and Desktop (including Active Directory)
Experience providing support for mission/customer critical applications/networks
Experience with Microsoft Office
Imaging Software (Ghost, KACE, Acronis, etc.)
Backup Software (Arcserve, Commvault, etc.)
Experience with mobile devices
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