Under the direct supervision of the IT Support Manager, the Corporate Technical System Administrator (TSA) will provide hands-on hardware and software technical support. This role is responsible for managing the desktop support environment, with occasional server and network administration to ensure business continuity.
The ideal candidate will possess excellent judgment and technical skills, enabling them to quickly evaluate situations and implement effective solutions. Additionally, the TSA will serve as an escalation point, site lead, and subject matter expert for junior technicians.
Key Responsibilities
- Develop, document, and maintain standard operating procedures (SOPs) for troubleshooting desktop technologies, applications, and warehouse systems to drive continuous improvement.
- Provide service and maintenance for audio-visual equipment as needed.
- Serve as the Enterprise Single Point of Contact (SPOC) for PC/iPad procurement, distribution, recovery, and disposal.
- Maintain an accurate inventory of active and inactive equipment in the Configuration Management Database (CMDB) and ensure compliance with asset lifecycle policies.
- Utilize the ServiceNow ITSM tool to monitor, assign, escalate, and resolve incidents and service requests.
- Fully document all service management incidents and requests in ServiceNow, including issue descriptions, troubleshooting methods, communications, and resolution actions.
- Assess incident impact and urgency, leveraging Service Desk knowledge base articles and SOPs for possible resolutions.
- Properly escalate and assign complex service requests to higher-tier support teams when necessary.
- Participate in a scheduled on-call rotation to provide after-hours and weekend IT support.
- Deliver world-class customer service by being courteous, engaging, and solution-oriented.
- Mentor and train TSA team members, ensuring adherence to service management policies and procedures.
- Troubleshoot and configure software, printers, and connectivity-related issues beyond step-by-step instructions.
- Provide 24/7 first-line support for Warehouse Automation Technologies, including physical repairs of mechanical equipment.
- Act as the technical and project lead for enterprise IT initiatives at the market center level.
- Maintain a thorough understanding of warehouse network infrastructure, point-of-sale systems, data flows, and logistics systems.
- Serve as the primary escalation point for vendor and operations team communications during market center system outages.
- Ensure that security threats and vulnerabilities in market centers are remediated to protect the enterprise environment.
- Occasionally travel locally and nationally (less than 5%).
Core Competencies
- Support Continuous Improvement – Drive efficiency by improving existing processes and implementing change.
- Problem-Solving & Collaboration – Use metrics and critical thinking to make well-informed decisions.
- Results-Driven Execution – Accomplish goals with accuracy and efficiency.
- Planning & Prioritization – Optimize time management and adapt to shifting priorities.
- Effective Communication – Maintain clear and open communication with stakeholders.
- Professionalism – Demonstrate integrity, responsibility, and respect in all interactions.
- Customer Satisfaction – Build strong relationships and provide proactive support to internal and external customers.
Qualifications & Skills
Education & Experience
- Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
- 5-7 years of combined experience in IT security, IT service management, or IT support.
- Alternatively, 3+ years of experience as a TSA II in the organization.
Technical Skills
- Strong network troubleshooting experience, including network topology, TCP/IP, VLANs, and routing.
- Working knowledge of vulnerability assessment, operating systems, networking, and incident response methodologies.
- Experience with ITIL Service Management frameworks (Service Transition, Service Operations, and Continuous Service Improvements).
- Proficiency in ServiceNow ITSM Suite for incident tracking and resolution.
- Knowledge of security operations and compliance standards.
Language & Reasoning Skills
- Ability to read and interpret technical documents, business reports, and regulations.
- Strong technical writing skills for documentation and correspondence.
- Capable of analyzing complex technical issues and deriving solutions.
Certifications (Preferred)
- A+, Security+, Network+, ITIL, MCP/MCSE, or equivalent technical certifications.
- Ability to obtain and maintain industry certifications as required