Technical Services Administrator

Company Overview

We are committed to understanding the needs of the homes and businesses we serve. That's why we're always looking for driven, collaborative people to join our team. Because we believe that offering our customers the best service means bringing together the best people.

And we find the best by hiring those who share our values of safety, inclusion and integrity, and demonstrate the competencies that bring the Spire vision, mission and culture to life:

• Adaptability: We embrace change, continuously seeking opportunities for improvement while remaining open-minded and flexible in response to evolving conditions and customer, stakeholder and company needs.
• Collaboration: We achieve more together through a foundation of respect, embracing healthy conflict, actively seeking and providing actionable feedback and fostering an environment where everyone’s input is welcomed.
• Ownership: We see things through, demonstrate accountability, honor commitments, take responsibility for outcomes and demonstrate initiative.

By living our values and competencies, we strive to create an environment where employees feel welcome, respected and valued.

Summary

The Technical Services Administrator provides support to our users in Nashville and other regional locations, resolving hardware and software application issues, executing routine system support tasks, troubleshooting complex issues, correcting problems and documenting solutions. This hands-on role requires both technical and customer service skills. 

Duties and Responsibilities

• Troubleshoot PC hardware and software problems, working with end users to obtain requirements to correct issues and determining next steps for correcting current and/or eliminating future issues  
• Image and deploy computer equipment and updates using approved tools, as well as configure laptops, desktops, tablets, printers, scanners, and other peripherals, including participation in annual device replacements.
• ​​Maintain accurate device inventory by tracking and updating asset status throughout the lifecycle, from staging and deployment through retirement.
• Monitor and update ticket queue, handling Tier 1 escalations and providing timely, accurate resolutions while documenting support requests and outcomes; contribute to the knowledge base by recording solutions for use by Tier 1 and end users.
• Support end users with mobile device set up; provide troubleshooting and education to increase user self-service.
• Serve as a primary IT contact at the Nashville location providing on-site support for IT teams, including Infrastructure, AV, Mobility, Patching, and Cybersecurity. Ensure timely communication of service interruptions and critical issues.
• Collaborate with Facilities and Security teams to accommodate workspace needs, onboarding and offboarding tasks.
• Provide technical support at other regional locations as needed and as assigned.
• ​​Attend and participate in regular Team status meetings. Own and deliver special projects, as assigned.   

Essential Characteristics

• Ability to adapt in a fast-moving and changing culture
• Ability to work independently and manage time effectively to meet individual goals and deadlines
• Ability to work as part of a team and display a positive attitude in a dynamic environment
• Ability to remain patient, calm and effective in high-pressure situations
• Ability to take initiative and do what needs to be done without being asked to do so
• ​Desire to enhance personal knowledge and skillset with a continuous improvement mindset
• Strong interpersonal skills with the proven ability to build and establish rapport with a diverse array of people  

Supervisory Responsibilities

N/A

Required Education (certifications, licenses)

• High School Diploma or GED required.
• Bachelor's degree in Information Technology or a related field, or equivalent combination of education and relevant work experience.
• 3-5 years of desktop support-related experience required, including Tier 1 support, with working knowledge of desktop operating systems, Microsoft 365 applications, core business software, endpoint management, and mobile device support.
• CompTIA A+ preferred.
• CompTIA Security+ preferred.
• CompTIA Network+ preferred.
• Valid Driver's License required.

Required knowledge, skill and abilities

• Strong understanding of PC hardware, software, and configuration.
• Experience with MDM platforms, with a solid working knowledge of mobile device management.
• Experience with endpoint support and identity management
• Strong understanding of networking fundamentals, including the roles and functions of routers, switches, and firewalls within a network environment.
• Ability to work with users at all skill and knowledge levels 
• Ability to exercise good judgment and organized methods in all facets of assigned duties.
• Ability to apply critical thinking skills to technical issues and problems
• Ability to work independently and in a team environment  

Physical demands, environment and schedule

• Office and service locations environment 
• Normal 40 hours work week - required participation in on-call rotation, including after normal work hours and on weekends. Occasional overtime may be required. 
• Department coverage is 7am to 5pm with flexibility in schedules to allow for full coverage
• Requires normal physical stamina – routinely requires lifting computer hardware weighing up to 25 lbs.
• Up to 30% travel to Alabama locations as teams are dispersed across locations  

Posting Requirements

Spire accepts online applications through our career site at jobs.spireenergy.com

Posting requirements: The above posting description is intended to describe the general nature of the level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. To perform this job successfully, an individual must be able to perform each duty and responsibility satisfactorily. The requirements listed above 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. 
Spire, Inc., and its subsidiaries are Affirmative Action and Equal Employment Opportunity employer. 

We are committed to providing equal employment opportunity in all areas, including but not necessarily limited to, recruitment, selection, training, education, compensation, benefits, promotion, job transfer, upgrading, separation and recall regardless of the individual’s race, color, sex, age, religion, national origin, genetics, sexual orientation, gender identity, disability, veteran status, and/or other protected categories under all Federal, State, and local laws. For more information, please view our Integrity and Inclusion pages of our career site.