Technical Support Administrator Jobs

A Little About This Gig

Agility Partners is currently seeking qualified candidates for a Senior Technology Support Administrator. The Senior Technology Support Admin is responsible for owning the IT systems used to support the Technology Support team as well as designing hardware configurations, installing software, testing, and implementing new technologies and training the Support team on new operating procedures. To ensure success in this role, you should have extensive experience as an escalation resource, project management, systems integration and troubleshooting skills.

• Work with Technology Support management to discuss system needs.
• Support for in-depth technical issues escalated by the Technology Support team.
• Support customers in a limited capacity via multiple channels – Phone, Walk-up (Tech bar), email, & portal submitted incidents & requests as needed.
• Create and Maintain End-User documentation to promote self-service through in-house knowledge base as well as technical documentation for internal IT use.
• Ability to prioritize and manage several milestones and projects efficiently.
• Meet or exceed defined Service Level Agreements.
• Responsible for researching, testing, and implementing new technologies.
• Responsible for after-hours support, following the on-call rotation policy.
• Works with third party vendors as necessary for problem resolution.
• Responsible for finalization of reported problems. Includes updating knowledge-based system and contacting users to verify closure and ensure satisfaction.
• Training Support team on newly implemented technologies.
• Responsible for recognizing repeated tasks and processes and creating automation.
• Subject matter expert of Technology Support systems.

The Ideal Candidate

• Ability to drive results with a sense of urgency relative to the end user.
• Excellent communication skills with the ability to interface with all levels within the organization.
• Exceptional customer service skills with the ability to go above and beyond for the customer.
• Preferred systems experience Intune, Desktop Central, VMWARE, Air Watch, Apple Business Manager, Jira, Genesys Cloud, and Rezolve.ai.
• Preferred 1-3 years of experience in an escalation support role
• Preferred 2-4 years of proven experience in a heavy customer focus position involving and technical knowledge of a companies' products and services
• Preferred scripting experience or related certifications.
• Ability to adapt well to a fast-moving environment.
• Preferred associates degree in Computer Science, Information Technology, Engineering, or other equivalent experience.
• Demonstrated knowledge of, and experience in supporting Microsoft Windows desktop infrastructure and related technologies.
• Must have working knowledge of personal computers as well as familiarity of local area networks and cabling topologies.

Reasons to Love It

• Largest private energy retailer within the United States
• 401(k) retirement plan with company matching
• Comprehensive healthcare benefits including medical, dental, vision, and employer health savings account contributions
• An organization that values meaningful relationships with team members
• Paid leave policies
• Tuition reimbursement, employee wellness programs, and other perks and discounts
• Bonus eligibility based on company performance
• An environment that fosters growth and career development
• And more, such as paid time off, flexible spending, employer paid life and disability, employee assistance program, and domestic partner benefits
• A highly collaborative, product centric work environment
• Named as one of Business First’s Best Places to Work
• Monthly phone allowance
• This is a great opportunity to join a family-owned company that provides a challenging yet rewarding work environment with a focus on work-life balance.