The Sr ITSC Technician serves as a lead role, guiding the day to day work effort of the ITSC and acting as a liaison between the ITSC and IT management. While the ITSC Technician Sr. will be responsible for understanding, knowing and assisting with the responsibilities of the ITSC roles, their role will serve as the point person for ITSC team members and FCR decision making. The ITSC Technician Sr. will work closely with other members of the technology department with the goal of constantly improving quality of service.  Additional responsibilities will include adhering to department metrics and measures, system administration, advanced account management, training ITSC staff in department policy and procedure, purchasing and licensing management.

Essential Duties and Responsibilities:

1. Provide lead responsibilities as the initial point person for ITSC team members during normal day to day operations.
2. Fulfill all lower Tier responsibilities as needed.
3. Datamined ticketing systems, using canned or create reports for weekly measure and metrics.
4. Work with IT management to prioritize project level effort as well as day to day operations.
5. Work with IT management to track and prioritize ITSC resource availability.
6. Guide ITSC staff on best practices in the use of the ticketing system as well as department policy and procedure related to their roles.
7. Generate reports and analytics around inventory. Contribute to proactive management of inventory based on business cycles and events.
8. Provide senior level account administration for systems used within and outside of the ITSC.
9. Stay current with system information, changes and updates. Communicate relevant information to the IT department and/or the organization.
10. Maintain excellent communication with all end users and other members of the technology department.
11. Document all pertinent training material for the role as well as that which is relevant for ITSC staff.
12. Provide categorical reporting for cell phones, applications, hardware and others as necessary for IT operations.
13. Provides after hours and on-call support as needed.
14. Performs other duties as assigned.

Qualifications:

Education: A two year degree or comparable experience.

Experience:   5+ years’ experience including:

1. Ability to recognize, analyzes, and effectively solve problems in a timely and organized manner using industry best practices and procedures.
2. Exceptional oral and written communication skills. Strong documentation skills.
3. Customer service orientated. Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
4. Proven, effective system administration and account management experience.
5. Experience with Crystal Reports and using system canned reports.
6. Experience with Microsoft and other license administration.
7. Experience working in a team-oriented, collaborative environment.

Preferred:

1. Strong familiarity with call center tracking tools, including utilizing reporting functions to provide stats relative to improving quality of service.
2. Some knowledge of TCP/IP networking, and related network services (i.e. DHCP, etc).
3. Knowledge of Active Directory concepts and administration.
4. Knowledge of ticketing system concepts and administration.
5. Customer service orientation and/or prior customer service training.
6. Strong understanding of security-related procedures.

Licenses/Certifications:  N/A

Supervisory Responsibilities:  This position has no supervisory responsibilities.

Work Environment:  This job operates in a professional office environment which routinely uses standard office equipment such as computers, telephones, and photocopiers.

Physical Demands:  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  While performing the duties of this job, the employee is regularly required to talk or hear.  The employee frequently is required to stand; walk; hands to finger, handle or feel; and reach with hands and arms.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Travel:  Approximately 5- 10% travel is anticipated.

Security:  Required to consistently demonstrate adherence to all security requirements and accepted practices as contained in the current ES&S Security Policy.  Incumbents must proactively read, comprehend and adhere to all ES&S security policies, practices and procedures regarding the safety and safekeeping of co-workers, products, services and other intellectual property as defined in the ES&S New Business and Non-disclosure, or Proprietary matters, Confidential matters and Non-Competition agreements, and the current ES&S Security Policy Manual.

EEO Statement:  In order to provide equal employment and advancement opportunities to all individuals, employment decisions at ES&S will be based on merit, qualifications, and abilities.  ES&S does not discriminate in employment opportunities or practices on the basis of race, creed, color, religion, sex, sexual orientation, national origin, citizenship status, marital status, age, disability, genetic information, or because of past, current, or future military obligations or any other characteristics protected by law.

This policy governs all aspects of employment, including selection, job assignment, compensation, discipline, termination, and access to benefits and training.

E-Verify: ES&S shall electronically verify the employment eligibility of their newly hired employees and shall submit a query to E-Verify for any newly-hired employee after completion of the I-9 process and no later than the end of the third business day after the employee’s actual start date.