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System Administrator

Company: Thriveon
Location: Eden Prairie
Posted on: June 1, 2021

Job Description:

System Administrator

Company Overview

At Thriveon, our purpose is to empower people to create business success with Information and Technology - we do this by providing organizations World-Class Managed IT Services and Technology that builds their business. This purpose starts internally with Thriveon's Management Team by committing to improving the lives of the staff that works for them. The company understands that its people are its most important asset and is focused on developing a satisfying and rewarding career plan for its team members and creating an environment for them to grow and thrive.

If you are looking to be a part of a team environment that enjoys positively impacting the lives of the people you serve and feel the calling to work toward something greater than yourself, we want to talk to you!

Position Overview

This position reports directly to the Ops Manager and is responsible for managing client expectations and providing an outstanding experience for reactive support requests by continuously identifying any patterns or issues in our process or delivery.

The Reactive Operation Center is one of the most important components of our Service Delivery Engine; it has the opportunity to dramatically impact the day of the people we serve in a positive fashion and make our clients happy. It is a close-knit team that touches all of the clients and technologies we deliver. How we handle reactive support, set expectations and deliver in this area impacts customer satisfaction, customer retention and our overall profitability. An ability to empathize, understand business impact and current environment variables in a manner that allows you to properly set and manage client expectations will be key to your success and to the success of this department. The role requires an ability to be process driven, you can be good in this role with the ability to follow process, but to be great you must look to continuously improve process and efficiency.

A qualified candidate must possess personal alignment to Thriveon core values and accept accountability of their well-defined responsibilities and ownership of issues to completion.

Responsibilities

(Includes the following. Other duties may be assigned)

  • Provide fanatic client satisfaction with ability to follow up and ensure client understands they are appreciated and important
  • Manage client expectations, empathetically understanding business impact of issues, and owning from beginning to end
  • Quickly and efficiently troubleshoot a wide variety of technical issues amongst several technical areas, including but not limited to: Workstations, Laptops, Mobile Device, VoIP Devices, Servers, Applications, Network Switches, Firewall, Telecommunication Services, etc.
  • Leverage understanding of virtual and cloud based technologies such as VMWare, AWS, and Azure platforms to resolve related service requests
  • Ability to resolve issues at their root cause or escalate in an extremely efficient manner
  • Update documentation management systems in a detailed manner, consistent with the Thriveon documentation process
  • Ability to identify service requests that are a result of being out of Thriveon best practices (The Thriveon Way) and work with the THRIVEON Technology Analyst assigned to the client to create resolution plan
  • Ability to identify and escalate potential client relationship problems and work hand in hand with Thriveon Technology Consultants to resolve them
  • Work with Centralized Services team to discuss any issues with Thriveon tools and/or find ways to create or improve efficiency with the tools

Additional Responsibilities

  • Maintain up to date Time Entries and Expenses for billing and accounting purposes
  • Find opportunities to make improvements to the position - we value and request your feedback
  • Participate in regularly scheduled huddles, prepared to report on your individual metrics including reasons for deviation

Success Factor

  • Resolve 90-95% of assigned service requests remotely from the Thriveon Remote Operations Center
  • Average Resolution Time for Tickets is less than 1 hour
  • Same Day Response of 100% (TNT - Today not Tomorrow mantra)
  • Same Day Resolution of greater than 75%

Qualifications

  • Minimum of 5 years' experience within relevant IT field
  • Bachelor degree in computer science, information sciences, or related field preferred
  • Support skills within the Microsoft and VMware environments
  • Office 365 & Azure
  • General understanding of small to mid-size business IT systems
  • Strong written and verbal communication skills
  • Ability to look at service delivery through the lens of efficiency - have the ability to understand how to look at ROC processes to determine ways to become more efficient
  • Detailed oriented with strong documentation skills

Compensation and Benefits

  • Medical & Dental Insurance 75% of family premium covered
  • Paid Holidays and Training Opportunities
  • 2 Weeks PTO
  • Competitive Salary $55,000- $85,000 Based on Experience
  • Cell Phone Provided by Company or Reimbursed

Keywords: Thriveon, Eden Prairie , System Administrator, Other , Eden Prairie, Minnesota

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