Administrator I, Production Application

 

POSITION PROFILE

Responsible for the daily maintenance and support of production print applications, and interoperability with workstations, print services equipment and other business operations as required. This individual is typically the first line of support and will be expected to exhibit good decision-making skills as to when to escalate to a higher tier of support to help manage the expectations of the end user.

 

JOB DUTIES AND RESPONSIBILITIES

Responsible to install, configure, load data into, tune, upgrade, and generally keep the application up and running. Responsible for monitoring specific software applications, document and analyze problems, and create maintenance schedules. Sets up administrator and service accounts, maintains system documentation, interacts with and provides advice and training to end-users. Tests new or enhanced applications or hardware including system enhancements and provides feedback to the engineering and operations team. Support internal dev teams and engineers with the production and client needs in mind and responsible for connecting third party and internal teams seeing tasks through to completion. Responds to end user or management support requests, with the primary focus being customer service and support, regardless of whether the problem is people, process, or technology. Daily support of production print applications, and end-user applications. Responds to escalated support requests as well as end user support requests and resolves the requests in a timely, accurately, and professional manner. Escalates the support request to a higher tier of support if the request cannot be resolved in a timeframe that meets the end user's needs. Ability to provide outstanding customer service, listen, understand, communicate, and then deliver support to the end user. Continuously informs the end user on the progress of the resolution. Provides end users with detailed remote access knowledge. Documents complete trouble-shooting information. Keeps the functional Manager and IT aware of end-user issues that appear to constitute a trend or common occurrence among users, whether IT staff or end users Maintains focus on the pulse of applications or hardware and makes recommendations for improvement to the functional Management team. Demonstrate aptitude in process automation, technology efficiency and printing workflow knowledge. Liaison between vendor, IT management, helpdesk, and general user population Expected to develop expertise for production print applications in the designated work environment. Composes, edits, and reviews procedural documents as needed for process standardization. Devises and implements time-saving devices including shortcuts, batch files, and sample documents. Writes Instructional materials that improve and or implement procedures. Initiates work-around to be used to aid the end users while a permanent solution is being sought. Sound working knowledge of Microsoft Office applications. Identifies, documents, and escalates systematic shortcomings in applications, operating systems, mail systems, as well as hardware inadequacies. Assures consistency of solutions delivered by help desk and engineering staff. Ability to work through ambiguous work situations. Performs other tasks as assigned.

QUALIFICATIONS (Education, Experience, and Certifications)

High School Diploma Secondary School Degree Preferred Technical Training & Certifications a plus (i.e.: A+, NETWORK +, MCP, MCSE, MOUS) IT Help Desk support experience (application & hardware support) Five years of print industry experience strongly preferred.

KNOWLEDGE, SKILLS AND ABILITIES

Knowledge of computer operating systems, servers, and network environments; and familiarity with a wide range of software applications. Possesses ability to write, assemble and distribute technical information relative to the position. Excellent writing and verbal communications skills Good problem-solving skills Ability to effectively train employees

 

WORKING CONDITIONS, MENTAL AND PHYSICAL DEMANDS

Typically, an office environment with adequate lighting and ventilation, and a normal range of temperature and noise level. Work assignments are diversified. Interpret, comprehend, and apply complex material, data, and instruction  Prepare, provide, and convey diversified information. Minimal physical effort required. Work is mostly sedentary but does require walking, standing, bending, reaching, lifting, or carrying objects that typically with less than 10 lbs. (e.g., papers, books, files and small parts, etc.). Moderate dexterity  Regular application of basic skills (calculator, keyboard, hand tools, eye/hand coordination.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.