Local Site Administrator

Overview

The LSA role involves being the first responder for troubleshooting most software and hardware related issues. This includes but is not limited to: password lockouts; checking system stability by completing periodic tests; responding to reports of errors in person and via feedback channels; providing real-time assistance for users experiencing issues; escalating issues as needed to third party contacts; comprehensive testing of processes prior to new releases;

creating and maintaining IDs; completing training as assigned to stay current with specific knowledge; and walking the production floor as a means of proactively seeking out on-going and potential system issues. The aim is to resolve all computer-related issues as efficiently as possible.

• Respond to and communicate with Customer Service Representatives to support their use of the desktop and associate websites
• Assist the LSA Supervisor in associated project tasks
• Ensure that tracking and reporting requirements are consistently maintained and always updated at each location (and sub-contractor) in regard to helpdesk tickets opened, closed, pending, User  s, and disabled accounts, assigned by an LSA Supervisor
• Diagnose, troubleshoot and fix configuration issues pertaining to specific systems for Customer Service Representatives
• Escalate issues pertaining to specific systems as needed if unable to fix locally
• Track escalated issues to completion
• Attend regularly scheduled conference calls and in-person meetings to create and maintain a team environment
• Recommend workable solutions to difficult, complex problems
• Facilitate the deployment, configuration, and inventory of computers
• Assist with Support of releases, including User Acceptance Testing (UAT)
• Able to accurately track the detail required to ensure the call center maintains compliance with SOP
• Provide appropriate follow-up, troubleshooting, and reporting as outlined in existing Process and procedure guidelines
• Coordinate with the facilities department or Program for internal moves of people and equipment
• Assist Local IT in installing operating systems, configuring email accounts, troubleshooting IP and connectivity issues, ensuring proper web browser installation, and performing proper local workstation and network configuration as needed
• Work off shift as necessary
• Regular and predictable attendance is required
• Note:
  
  This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities; duties may change at any time with or without notice.

• Must be computer literate and familiar with help desk procedures
• Knowledge of systems software to determine if a malfunction is in the hardware or in the software
• Working knowledge of Microsoft Office suite (Word, Excel, Access, PowerPoint)
• Good working knowledge of Internet Explorer software usage and configuration
• Ability to interact well with all levels of employees and management and provide an excellent customer service experience
• Strong written and verbal communication skills
• Strong interpersonal and customer service skills
• Strong analytical and organizational skills
• Ability to understand and troubleshoot software
• Ability to train end users
• Ability to work well with others in a team-oriented environment
• Ability to install/deploy Windows-based computers

• HS Diploma required;
  Associate s Degree or higher preferred
• A+ or other COMPTIA certification preferred

Diversity, Equity, and Inclusion as a leadership competency is a measure of success within NET

• Understand multiple frameworks, values, and norms
• Flex style when faced with myriad dimensions of culture to be effective across cultural contexts
• Negotiation:
  Facilitates cultural differences, conflicts, tensions, or misunderstandings
• Judgement:
  Discern when to inquire, advocate, drive, or resolve more decisively
• Continuous learning:
  Commits to continuous learning / improvement in diversity, inclusion, and cultural competence
• Corporate communications:
  Acknowledge and address possible unfavorable impact
• Corporate Social Responsibility:
  Influences media and marketplace through…