Location: Bardstown, KY

Provides Incident Management Level 1 support to include incident identification and resolution. Provides site and customer technical support and communication to resolve day-to-day issues affecting the customer.  Participates in all EISS designated functions and support responsibilities.

ESSENTIAL DUTIES AND RESPONSIBILITIES:   

Incident Management Level 1 - The Site System Administrator is responsible for incident identification and resolution for level I issues.  The SSA will escalate to an outside vendor relating to desktops (PCs, Laptops) or the NOC for Level II support.  The SSA will use enterprise-monitoring tools to monitor all systems and respond based on enterprise standards.  The SSA will work closely with the NOC throughout all incidents.  The SSA may augment the Sykes Security Manager as a trusted agent when warranted.

Server/Application Administration  - The SSA is responsible to support all facets of applications to include administration (logins, passwords etc) backups and restores at local site.  The SSA also provides administration and hardware support for servers (NT, 2000 only).

Server/Application Documentation - The SSA will document all areas of the applications, including which clients are accessing which applications.  The SSA will work with the Site Support Group on documentation of all systems, including disaster avoidance / recovery and planning.

Desktop Support - The SSA provides support for desktops operating systems to ensure accessibility of client tools.  The SSA also coordinates efforts to standardize operating systems across multiple centers supporting the same client. The SSA ensures that a current image is produced and stored on a network device local to the center.

Account Administration - The SSA is responsible for adds, deletes and moves of all users of the local center.  This includes access to NT, Exchange, SQL, Proxy, and adds, deletes and moves of individuals in/out of local or global groups.

Change Administration - The SSA is a key participant in Change Implementation Management (CIM) and submits change control documentation in accordance with Sykes standards.

IT Physical Asset Management - The SSA is responsible for IT asset management and provides reports to site management and the Sykes Asset Manager in accordance with Sykes standards.

Software Compliance - The SSA is responsible for all site software compliance issues and provides monthly reports to the Corporate Security, Standards and Planning Group.
   

 QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Works well with internal and external IT support teams

Develops rapport and trust

Sets and works to own standards and team standards

On call after normal working hours

Understands the relevant aspects of the client products/programs supported

Strives to maintain a sound knowledge of the client

High level of Accuracy

Data capture and data quality

Time keeping and attendance

Flexibility