Tier Two Support Administrator

Position Summary 

The Tier Two Support Administrator is responsible for providing basic desktop, application and network, support to HNI Corporation members in order to increase the availability of their information and promote efficiency in their daily work. 

 Duties and Responsibilities

The duties listed below were written and categorized on the date this position description was created.  The essential and non-essential duties may change over time.  If you need more information on or an accommodation for any of these duties, please contact MCR for the current essential and non-essential duties for this position.

 

Essential Duties and Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

? Documents, organizes and maintains a published reference of relevant system information for use in troubleshooting customer incidents

? Meets published response times for Tier 1  

? Escalates incidents to escalation teams to ensure customer resolution

? Tracks escalated incidents and communicates resolution and provide closure for the customer when applicable

? Utilizes follow-up communication to solicit feedback from customers to verify accuracy of the services provided

? Maintains and supports software systems which efficiently and effectively meet the information requirements of the Company

? Develops and implements internal computer operational procedures in cooperation with other IT members

? Provides written job aid materials pertaining to computer operations

 

? Provides Company staff and members timely access to answers to network and application questions and answers about internally developed applications

? Provides timely communication, oral and written, to the Technical Supervisor and other management personnel

? Complies with the company?s Attendance Policy by coming to work when assigned and on time

? Maintains confidentiality regarding employee, company, and customer information

? Responsible for the successful completion of assigned tasks and projects in a timely manner

? Performs other related work and special projects as required

? Complies with all safety and health policies, procedures and practices; actively supports safety improvement initiatives; uses materials and equipment in an appropriate and safe manner; carries out all tasks in a manner so as not to create a hazard to oneself or others

? Promptly reports all unsafe activities and all work-related injuries to supervisor; reports complete and accurate information in support of any incident investigation

? Complies with all quality related policies, procedures and practices; actively supports quality improvement initiatives; carries out assignments in a manner that will yield quality workmanship and a quality product or service to an internal or external customer

? Promptly consults supervisor or other knowledgeable resource regarding quality issues to determine acceptability or course of action; reports complete and accurate information in support of any quality related investigation

? Supports organization's goals and values

? Complies with all company and departmental policies, procedures and practices

? Keeps work area neat, clean and well organized

? Works overtime as necessary

? Performs ?On-call? duties as assigned



Non-Essential Duties and Responsibilities

? Provides proper controls over all computer applications and operations

? Trains new members on orientation, system introduction and applications

? Applies knowledge of open data systems to optimize integration, data extraction and reporting

? Provides education to Company management in the areas of management information systems concepts and opportunities when necessary

 Skills and Abilities 

To perform this job successfully, an individual should demonstrate the following knowledge, skills, and abilities.

 

? Assists and advises all members with the techniques and methods for efficient use of  network and application tools

? Clearly and concisely expresses professional opinions with supporting rationale

? Performs under stress or copes with frequent deadlines or interruptions without loss of efficiency or composure

? Demonstrates the ability to motivate others to work toward common organizational goals

? Perform a multiplicity of tasks, often changing from one to another, without loss of concentration or composure

? Demonstrates the ability to be adaptable to organizational changes, reorganizations or rules of conduct

? Demonstrates the ability to be adaptable to both working alone, or as part of a larger team, for varying duration

? Is comfortable making independent field-level decisions and interpretations of existing organizational policies and procedures

? Demonstrates professional behavior when communicating and working with members, vendors and/or customers

? Promotes effective communication and interaction among departments

 Language Skills

? Ability to read, analyze, and interpret common scientific and technical journals

? Ability to write reports, business correspondence, and procedure manuals

? Ability to effectively present information in one-on-one and small group situations to customers, clients, and other members of the organization

 Mathematical Skills

? Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations

 Reasoning Ability

? Ability to define problems, collect data, establish facts, and draw valid conclusions

 

 Computer Skills

 

? Advanced Desktop Concepts

? Operating Systems

? Windows 95 & Higher

? Desktop Applications

? Microsoft Office Suite

? Email Services ? Outlook

? Adobe

? Printers Concepts

? Local

? Network

? Basic Network concepts

? Security

? Connectivity

? TCP/IP troubleshooting

? Wireless technologies

? Mobile Computing Devices

? Phone/Email

? Handheld Scanners

 Education and Experience 

? One year certificate from a college or technical school; one to two years related experience and/or training; or equivalent combination of education and experience required

? Associate?s degree or equivalent in Computer Science or Applications Programming from a 2-year college or technical school; two to four years related experience and/or training; or equivalent combination of education and experience required preferred

? Prefer experience with the following: applications including specification, design and programming, process mapping, business process analysis, open systems, data processing, standardization and normalization of data dictionaries and  data organization 

?Expertise in managing an SMS environment in a medium to large corporation with 5,000 - 15,000 objects located domestically and internationally.

 License and Certification

? A+ Certification preferred

? Microsoft MCP preferred

 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 position.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

While performing the essential duties of this position, the employee is frequently required to sit and talk or hear.  The employee is occasionally required to stand, walk, use hands and fingers to handle or feel, reach with hands and arms and stoop, kneel, crouch, or crawl.  The employee must occasionally lift and/or move up to 35 pounds.  Specific vision abilities required by this position include close vision, color vision and ability to adjust focus.

 

 Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this position.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

While performing the essential duties of this position, the employee is occasionally exposed to moving mechanical parts if it is necessary to go on location to a production environment.