Field Service Administrator

JOB SUMMARY (the purpose and general nature of the job)

The Field Services Administrator will be primarily responsible for local site issues including but not limited to: Laptop & Desktop support,and onsite production support. The Field Services Administrator will be an advocate for the local business group, as well as the delivery mechanisms for many IT services.

PRINCIPLE ROLES/ACCOUNTABILITIES include the following. In this position, either directly or through others, the incumbent will:

Role: Design

• Participate in the development of policies, procedures and resources in relation to the network and/or systems
• Create images for workstations
• Evaluate and test software packages to increase productivity

Role: Implement

• Image, configure, and deploy workstations
• Roll out software packages (Antivirus, remote clients, etc.)

Role: Support

• Perform deskside support (hardware, application, network)
• Assist Infrastructure team
• Troubleshoot production systems and application issues
• Provide Executive Support

Role: Administer

• Ensure operating system and application patches are applied per specified schedules
• Ensure Antivirus definitions are updated regularly
• Ensure backup media is rotated and vaulted offsite per established procedures

Role: Secure

• Enforce company security procedures and policies by ensuring all workstations and laptops meet security guidelines

Role: Improve

• Inspire innovation by consistently evaluating processes, contribute feedback and ideas

Additional responsibilities and duties may be assigned.

METRICS: Basic standards regarding how success will be measured

• Turn-Around-Time on trouble tickets – Time to Acknowledge, Time to Resolve (measured monthly)
• Overall customer satisfaction – measured through feedback from customers (measured annually)
• Quality of work – measured by first-call resolution, customer feedback, and manager’s assessment (measured monthly)

KNOWLEDGE/EXPERIENCE/SKILLS: Minimal requirements for education, knowledge and experience:

• Associates degree in computer science or equivalent experience preferred
• Advanced knowledge of Windows 2000/XP and PC/Server/Switching hardware
• Working knowledge of Active Directory, Group Policy, DNS, DHCP, and HP Printers
• Basic knowledge of SQL and VBScript
• Strong organizational/analytical skills and an attention to detail
• Excellent execution skills with a track record of success in implementing complex projects and deliverables
• Able to communicate clearly and professional both verbally and in writing
• Ability to operate in a leveraged and matrixed environment

PHYSICAL/MENTAL DEMANDS AND WORKING CONDITIONS: This position requires the ability to perform the essential duties and responsibilities in the following environment: