Information Technology Representative

Key Responsibilities:

• Able to travel ~80% between US (Arkansas, Oklahoma, etc.)
• Serves as the IT liaison to regional business unit end users
• Provide desk side and remote technical assistance to end users during regular business hours and in support of special business projects and initiatives
• Maintain and administer computer networks and related computing environments, including computer hardware, systems software, applications software and all configurations
• Work on assignments that are complex in nature and require judgment, initiative and specialized knowledge to identify, resolve and recommend solutions to problems
• Escalate non-resolvable issues to higher-level teams in a timely manner
• Provide support and assistance for Business Unit process systems as required
• Create, monitor and enforce policies and procedures
• Create, distribute and update knowledge base solutions
• Evaluate, design and implement new systems that increase productivity or enhance overall business operations
• Integrate technical knowledge and business understanding to resolve problems for customers
• Resolve single and cross technology incidents independently
• Work with team members to resolve unusually complex or cross technology incidents
• Provide technical consulting during implementations and upgrades to production systems
• Build and maintain strong relationship up to senior management level within their Business Units in assigned regions
• Assist in the management of asset inventory, hardware lease agreements, service contracts, and vendor support agreements
• Establishes and maintains positive and effective work relationships with co‑workers, leaders, and customers
• Lead Customer Expectation management as part of escalation process
• Work on cross‑team or large programs/projects and provide direct support to major/complex and strategic initiatives and programs
• Travel to other business sites to provide additional support or to attend training sessions
• Adheres to departmental standards and ensures appropriate use of information systems
• Perform reporting and administrative functions as required

• Graduate degree in Computer Science, Engineering or related discipline with an IT focus
• Certifications:
  
  A+ Certification and HDI certification (both HDI Support Center Analyst HDI Desktop Advanced Support Technician) required, MCSA Certification preferred
• 4+ years of End User services experience with large teams to support
• Ability to conduct research into application development issues and products
• Strong analytical skills, including troubleshooting and integration of IT services
• Knowledge of existing and emerging hardware and software technologies and IT architectures
• Strong problem solving, decision making, sound judgment, assertiveness in developing efficient and effective solutions to diverse and complex business problems
• Ability to communicate openly and effectively with senior management, Business Units management, with other IT managers, with staff, and with many diverse constituencies
• Ability to work decisively under heavy workload considering the criticality, urgency and extended work hours required to ensure availability of the service in accordance with service level commitments
• Ability to manage multi‑cultural and multi‑located teams
• High willingness to drive transformation and service improvement
• Strong relationship building and interpersonal skills
• Work experience in a related industry setting is a plus
• Work experience at an IT service provider is a plus (managerial and/or delivery level)