Sr Admin, Technical Serv

Date: Jun 20, 2024

Location: Saint Louis, MO, US, 63101

Company: Spire Inc.

Company Overview

At Spire, we believe energy exists to help people. To enrich their lives, grow their businesses, advance their communities. It’s a simple idea, but one that’s at the heart of everything we do. 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 drive, safety, inclusion and integrity, and demonstrate our four essential behaviors that bring the Spire vision, mission and culture to life:

  • We make it happen: We are a company of go-getters, acting on every opportunity to help our company advance
  • We collaborate: We put teamwork first, bringing in everyone’s ideas, because our collective energy makes us stronger
  • We seek out perspective: We challenge ourselves to be open to different ways of doing things, because learning from each other leads to breakthroughs
  • We care: We treat people how we want to be treated, listening closely and doing what’s right, even when it’s hard

By living our values and behaviors every day, we strive to create an environment where every employee feels welcome, respected and valued.

Summary

Spire is seeking a Senior Technical Services Administrator to be part of our Technical Services Team. This position acts as an advanced technical resource for our Tier II support desktop environment throughout the enterprise, provides support to end-users with hardware and software application issues and provides advanced technical knowledge and support to the Technical Services teams. The role implements and supports business applications, working closely with the Information Technology Services (ITS) application and infrastructure teams. The position requires a demonstrated attention to detail, organization, and timeliness to meet customer service expectations, and a demonstrated ability to learn, analyze, implement and support new technologies quickly. This position also requires effective problem solving and customer service skills, and strong interpersonal, communication and critical thinking skills.

Duties and Responsibilities

•    Schedule, image and deploy computer equipment, application software and application updates using an endpoint management tool
•    Configure and deploy laptops, desktops, tablets, printers, scanners, and other peripherals and execute annual device replacement
•    Troubleshoot PC hardware and software problems, working with end users to obtain requirements to correct issues and determine next phase for correcting current and/or eliminating future issues
•    Document all requests for support and their resolution through our Information Technology Services Management (ITSM) tool
•    Using our internal inventory and status tool, record and update the status of devices as they move from inventory through deployment and into retirement
•    Research end-user problems and provide accurate resolution to the user community in a timely and effective manner. Meet with end users regularly to discuss hardware issues to ensure efficient use.
•    Monitor the ITSM queue and accept transfer calls from Tier I support team, responding with accurate, complete and timely issue resolution
•    Analyze problem history to determine ways to eliminate recurring problems; collaborate with other ITS teams as necessary to resolve the problem
•    Assist the Unified Communications team by providing support for Audio Visual devices throughout the Spire locations
•    Assist in the development and documentation of Tier II procedures and solutions for the knowledge base. Assist in the development of department procedures, training and reference guides in the Technical Services SharePoint site
•    In coordination with Patching Management, Engineering or Lead Technical Services Administrator, execute necessary system updates and/or upgrades as directed
•    Participate and complete special projects, within ITS and with other departments, including maintaining server applications, as assigned
•    Communicate effectively with the team by:
       -  Attending and participating in regular status meetings
       -  Updating issues in the ITSM tool and keeping the related knowledge base and SharePoint site updated with resolutions and accurate guidance
•    Own and lead resolution to issues; provide leadership and expertise across ITS teams to resolve problems
 

Essential Characteristics and Competencies

•    Ability to lead by example in support of the Company’s essential characteristics and values: strong ethics and integrity, dedication to a safe work environment, commitment to a diverse workforce that recognizes and respects every individual’s unique skills and perspectives 
•    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
•    Ability to respond positively to challenges and problems
•    Commitment to improving the customer experience; devoted to customer success
•    Believes in a non-hierarchical culture of collaboration, transparency, and trust
•    Strong interpersonal skills with the proven ability to build and establish rapport with a diverse array of people
 

Supervisory Responsibilities

•    No direct supervision

Required Education (certifications, licenses)

•    Bachelor’s degree in Information Technology, Computer Science, Business Information Systems or 3-5 years of equivalent work experience in Information Systems
•    High School Diploma
•    Microsoft A+ Certification preferred
•    Valid Driver's License
•    Microsoft Certified Professional (MCP) preferred
•    Microsoft Certified Solutions Associate (MCSA) Windows 10 or higher preferred
 

Required knowledge, skill and abilities

•    7+ years preferred, 5 years required, direct work-related experience required, including Tier I and Tier II support, desktop and server operating systems, spreadsheet, word processing, email, PC database software and substantial working knowledge of PCs, PC applications, and PC setup options
•    Good understanding of networking, including how routers, switches, hubs, NICs, bridges, and firewalls work in a network environment
•    Experience with installation, diagnostics and testing of office and operations computer hardware and software
•    Working experience with commonly used concepts, practices, and procedures of LAN/WAN technologies
•    Experience implementing dependable, efficient, error-free systems designed to meet user expectations and require minimal support

•    Ability to complete work assignments by due dates and deliver projects per an agreed schedule
•    Requires good communication skills and the flexibility to work with users at all levels
•    Requires good judgment and organized methods in all facets of assigned duties.  Requires sound judgment and decision-making skills to support the constantly changing computer environment 
•    Ability to apply critical thinking skills to technical issues and problems
•    Ability to work in a team environment
•    Ability to train and educate colleagues in fundamental and advanced PC technology and applications
•    Accomplished completing work assignments by due dates and delivering projects on time
•    Proven ability to work in a team environment, with good communication skills and ability to work with users at all levels
 

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
•    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.
•    Occasional Overtime and Travel may be required as ITS and teams are dispersed across locations
 

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.
 


Job Location: St Louis

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