Local Site Administrator

North End Teleservices, LLC•Omaha, NE

About The Position

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. Their aim is to resolve all computer-related issues as efficiently as possible. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Requirements

Must be computer literate and be familiar with help desk procedures
Knowledge of systems software to determine if a malfunction is in the hardware or in the software
Possess working knowledge of Microsoft suite of products including Word, Excel, Access and PowerPoint
Good working knowledge of Internet Explorer software usage and configuration.
Ability to interact well with all levels of employees and management and the ability to provide an excellent customer service experience
Strong written and verbal communication skills required
Strong interpersonal and customer service skills is required
Strong analytical and organizational skills
Ability to understand and troubleshoot software
Ability to train end users
Ability to work well with other people in a team-oriented environment
Ability to install/deploy Windows based computers
HS Diploma required, Associate's Degree or higher preferred

Nice To Haves

A+ or other COMPTIA certification preferred

Responsibilities

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 ID'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
LSA will routinely assist with Support of releases this will include User acceptance Testing (UAT)
Able to accurately track the detail required to ensure the call center maintains compliance with SOP
Provides the appropriate follow-up, trouble shooting, and reporting as outlined in existing Process and procedure guidelines
Coordinate with the facilities department or Program for internal moves of people and equipment
Assists Local IT installing operating systems, configuring email accounts, troubleshooting IP and connectivity issues, ensure proper web browser installation, and perform proper local workstation and network configuration as well as software configuration as needed
Work off shift as necessary
Regular and predictable attendance is required