IT Service Delivery Administrator

MAIN PURPOSE OF JOB

Under the direction of the IT Service Delivery Manager the (IT) Service Delivery Administrator is responsible for effective provisioning, installation/configuration, operation, and maintenance of desktop hardware and software, data communication networks and related infrastructure. Monitor and administer help desk system. Provide technical support to resolve user’s desktop issues regarding both hardware and software. Communicate technical issues with outside vendors and resolves issues as they arise with or without direct supervision.

MAIN JOB RESPONSIBILITIES

  • Monitor and maintain request queues based on established service level agreements
  • Responsible for the installation, configuration, troubleshooting, repair and maintenance of workstations, laptops, scan guns, and peripherals including all hardware, software, UPSs, printers, and copiers.
  • Follow standard help desk procedures; logging all requests in the help desk system and documenting resolutions within the process and knowledge base library.
  • Support implementation and planning of deletions, additions and major changes to support local infrastructure.
  • Conduct network troubleshooting to segregate and identify general network problems.
  • Recommend software and hardware solutions comprising of upgrades and new acquisitions.
  • Apply OS patches and upgrades on a regular basis.
  • Perform maintenance on equipment.
  • Maintain and update documentation of procedures and configurations.
  • Manage entire purchase of inventory related to hardware, software and other IT supplies.
  • Configure and install desktop hardware.
  • Proficient in internet related applications such as email clients, FTP clients and web browsers.
  • Set up equipment for employee use, performing or ensuring proper installation of cable, operating systems, and appropriate software.
  • Refer major hardware or software problems or defective products to vendors or technicians for service.
  • Prepare evaluations of software or hardware, and recommend improvements or upgrades.
  • Instruct and train end-users regarding computer literacy.
  • Maintain on-site server infrastructure, with support from corporate IT.
  • Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups.
  • All other duties as assigned.

POSITION REQUIREMENTS

Knowledge/Education:

Associates Degree in Computer Science or other technical field is preferred
Bachelor’s Degree in Computer Science or other technical field is preferred
Preferred CCNA Certification

Job Experience:

5-7 years of diversified experience in a manufacturing environment is required
4-6 years system administrator experience required
2-3 years in medical environment preferred

Skills/Competencies:

  • Excellent verbal and written skills communication skills and the ability to interact with a diverse group of executives, managers and subject matter experts.
  • Provide after-hours support when required critical to the business operations
  • Ability to work effectively in a fast-paced team environment as well as independently
  • Must have excellent time management skills with the ability to work independently with little supervision.
  • Take the “big picture” into account.
  • Be pro-active and identify potential issues with a proposed process or systems change.
  • Be able to multi-task.
  • Good interpersonal and user care skills.
  • Ability to deal with difficult users.
  • Hands on experience installing IT hardware and software.
  • Good knowledge of IT operating systems, especially Microsoft and automation tools.
  • Knowledge of VoIP systems, particularly 3CX is a plus.
  • Outstanding analytical, problem solving and troubleshooting ability.
  • Coordinate with counterparts at other MedPlast locations. Occasional travel possible.
  • Experience in Cisco switches, Cisco routers and firewalls
  • Experience in DNS, VPN, VLAN’s, and wireless networks
  • Knowledge with VMware, Microsoft SQL Server
  • Experience with Windows 7, Microsoft Office, Apple iPhones

Physical Requirements:

  • Work in an office environment with varying amounts of walking, sitting, standing, twisting, and turning
  • Long periods of time working on a computer, using hands and fingers extensively
  • Able to lift 15 pounds, bending, lifting on occasion

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ABOUT VIANT

At Viant, we focus on providing end-to-end solutions for medical device OEMs. Our deep materials expertise—combined with our experience in engineering, manufacturing, assembly, packaging, and sterilization—allows us to bring our customers’ healthcare solutions to market. We have facilities across the U.S. and around the world, including low-cost facilities in Costa Rica, China, Mexico, and Puerto Rico.

Viant provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws. Viant complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.