Tuesday, October 21, 2014

Sr IT Help Desk Systems Administrator

Sr IT Help Desk Systems Administrator

D+H - Irving

We are currently seeking Professional, Knowledgeable, Client
Satisfaction-driven Service Desk [Help Desk] Professionals to provide
hands-on, remote tier II technical phone support services for small to
mid-sized financial services providers including community banks and credit
unions.

The Service Desk Professional is responsible for providing technical
guidance in activities associated with the identification, prioritization,
escalation and resolution of client issues by phone & email. They will also
be required to prepare Service Desk incident reports, and assist in
hardware and software evaluation. #*#

Essential Position Functions
Principal Accountabilities
A multifaceted Systems Administrator that responds to incoming service desk
inquiries promptly, politely and professionally;
Quickly prioritizing and responding to all client calls and emails,
identifying problems and providing expedient technical assistance for all
computer related issues, including service workstations and other equipment
for Clients through remote support techniques;
Escalating any client complaints and/or dis-satisfactions that are not
fully resolved, to the Service Desk Team Lead, Service Delivery Manager, or
VP of Client Services as appropriate;
Monitoring progress with Client to ensure all issues are addressed and
resolved;
Providing feedback to all relevant parties;
Relaying and Documenting appropriate and relevant information gained
regarding Clients, while solving or escalating Client Issues;
Suggesting improvements, upgrades or other appropriate Service Offerings to
the benefit of the Client;
Working cohesively with regional teams and other groups to ensure client
services and projects are deployed to plan;
Influencing a positive work environment that fosters team performance
through own work and behavior.

Position Specific Competencies
Ability to deal courteously and communicate effectively with clients and
team members, supplying general information and direction in a clear,
concise manner;
Ability to involve internal and external resources to lead the client
through measurable and attainable goals;
Work under stress to meet schedule deadlines. Ability to executive on the
day to day tasks necessary to achieve outlined objectives;
Experience or knowledge of the use of IT in financial institutions and the
positive impact of technology in business;
Committed to ensuring process adherence and suggesting improvements to
processes;
Demonstrated passion for excellence and impeccability while interacting
with clients and business executives, and delivering solutions to meet
their needs;
Proven problem solving, conceptual thinking, and analytical abilities.

Experience and Education
Required
Minimum of three (3) years of experience in a technical role providing
remote support in a technical service desk environment, with a track record
of achieving productivity goals. Experience in providing remote technical
support for medium to large technical environments is required;
Experience with process adherence and suggesting improvements to processes;
Excellent verbal and written professional communication skills (including
strong conceptual writing skills) are required to work effectively with
team and clients;
Professional background will ideally include work experience working for an
information technology consulting or services firm, servicing clients
remotely with Windows Platform and applications, Desktops, Servers,
Hardware and end-user application troubleshooting and escalations;
Example of technical experience required includes remotely supporting
Desktop Systems, Hardware, end-user applications and Networking
technologies in a call center environment. Demonstrated technical
proficiency in Microsoft Operations Manager 2005, System Center Operations;
Demonstrated passion for excellence and impeccability and for providing
unparalleled service to all levels of end-users including executives and
field personnel, and delivering solutions to meet their needs;
Proven problem solving, conceptual thinking, and analytical abilities.

Highly Desired
A+, MCP, and / or MCSE Certifications
Bachelors' degree in Computer Science, Management of Information Systems

In addition to having a high level of competency in the technical
requirements listed above, D+H, formerly Compushare, Service Desk
Professionals display professionalism in all of the following areas: Client
interaction, Client communication (verbal and written), Attention to detail
and Timeliness.

D+H
D+H, formerly Compushare, is the leading North American provider of secure
and reliable technology solutions to domestic and global financial
institutions With a track record of solid, profitable growth, D+H offers
career opportunities for those seeking a challenge and desiring to be part
of further growing the company and meeting the needs of our clients.

Principals Only Please. Agency and/or Recruiter calls, email correspondence
and candidate submissions will not be considered or responded to. Fees will
not be paid for any unsolicited resumes and/or candidate information
submitted to any employee of the company.

LIMITATIONS AND DISCLAIMER
The above job description is meant to describe the general nature and level
of work being performed; it is not intended to be construed as an
exhaustive list of all responsibilities, duties and skills required for the
position. All job requirements are subject to possible modification to
reasonably accommodate individuals with disabilities. Some requirements may
exclude individuals who pose a direct threat or significant risk to the
health and safety of themselves or other employees. This job description in
no way states or implies that these are the only duties to be performed by
the employee occupying this position. Employees will be required to follow
any other job-related instructions and to perform other job-related duties
requested by their supervisor in compliance with Federal and State Laws.
Requirements are representative of minimum levels of knowledge, skills
and/or abilities. To perform this job successfully, the employee must
possess the abilities or aptitudes to perform each duty proficiently.
Continued employment remains on an at-will basis.

Dorothy Siddiqui
Human Capital Manager
p: 714-427-1023
f: 714-242-1621

e: dorothy.siddiqui@dh.com

D + H
Three Hutton Center Drive
Suite 700
South Coast Metro, CA 92707