Desktop Support Administrator

About Us:

LTIMindtree is a global technology consulting and digital solutions company that enables enterprises across industries to reimagine business models, accelerate innovation, and maximize growth by harnessing digital technologies. As a digital transformation partner to more than 700 clients, LTIMindtree brings extensive domain and technology expertise to help drive superior competitive differentiation, customer experiences, and business outcomes in a converging world. Powered by nearly 90,000 talented and entrepreneurial professionals across more than 30 countries, LTIMindtree — a Larsen & Toubro Group company — combines the industry-acclaimed strengths of erstwhile Larsen and Toubro Infotech and Mindtree in solving the most complex business challenges and delivering transformation at scale. For more information, please visit www.ltimindtree.com

Job Role : Information Technology System Administrator

Work Location: White Plains, New York (Onsite)

Job Description

Area of responsibility: Management of build and support activities for end-users by monitoring and facilitating core activities and relationship with 3rd party providers. This position will also participate in the development and deployment of various regional and global projects in order to deliver more robust, standardized solutions to the operating company. Monitoring and reporting on Infrastructure security and global policies.

Key Responsibilities:

Manage and/or provide high quality and excellent technical maintenance, administration and monitoring of systems. Proactively identify, isolate and resolve technology problems to avoid minimal impact to the business.

• Management of Issue/Problem lifecycle: Escalate incidents and problems to the appropriate parties via regional governance model, ensure timely resolution of items, manage customer expectations and effectively communicate with end users and stakeholders as needed. In addition, manage queues of “out-of-scope” tickets and ensure resolution via governance model.
• Work with 3rd party vendor and/or directly with end user to resolve specific hardware and software issues.
• Provide client assistance promptly and professionally to ensure customer satisfaction. Use proper departmental procedures, problem resolution and escalation. Analyze and support issues including MS Office suite, Active Directory, MS Windows clustering, MS SQL Server, MS Windows Server 2008/2012.
• Incident Management: Monitors and, where needed, facilitates service provider performance towards local OpCo while ensuring processes are followed in / for local OpCo.
• Ticket handling: Maintain and organize IT Ticketing systems for ticket management and escalation.
• Escalation: Point of contact for support ticket escalation for the IT Department.
• Monitor, review, and report infrastructure security vulnerabilities through global reporting tool.
• Asset Management: Monitors and, where needed, facilitates service provider performance towards local OpCo. Ensures processes are followed in / for local OpCo and cascades the information to the business as needed. Owns and manages the budget for end-user hardware.
• Coordination and orchestration of complex service requests: Gather relevant facts and align with the appropriate parties to ensure timely and complete resolution.

Critical Skills:

• Understand the impact of incidents, projects, and events on existing deliverables and communicate the impact effectively.
• Able to anticipate problems and issues, and effectively resolve them via the SDO proactively.
• Must be extremely organized and priority driven. Able to manage multiple tasks and competing priorities and resources effectively.
• Communicate effectively in written and oral form with peers, senior team members, and internal or external customers.
• Understand the use of technology and how its implementation affects business goals.
• Hands-on technical background a plus.
• Must have a continuous improvement mindset and able to think strategically with regards to reducing costs to the company without compromising service levels.

Functional Competencies:

• Quality Management
• Security & Information Risk Management
• Solution Deployment
• Client Management
• Service Operations
• Service Improvement
• Supplier Service Management
• Thinks Globally
• Fosters Collaboration
• Engages & Inspires Others
• Drives to Win
• Continuous Improvement

Key Competencies:

• Be Brave
• Decide & Do
• Hunt as a Pack
• Take it Personally

Background / Experiences:

• Bachelor’s Degree in Computer Science or similar IT Certifications required
• Must have 10 years of experience in managing outsourced technology service for a distributed and large-scale organization
• ITIL certification a major plus

White Plains Office Based. 5 days a week in the office

5% - 15% travelling Domestic and/or international.

Benefits/perks listed below may vary depending on the nature of your employment with LTIMindtree (“LTIM”):

Benefits and Perks:

• Comprehensive Medical Plan Covering Medical, Dental, Vision
• Short Term and Long-Term Disability Coverage
• 401(k) Plan with Company match
• Life Insurance
• Vacation Time, Sick Leave, Paid Holidays
• Paid Paternity and Maternity Leave

The range displayed on each job posting reflects the minimum and maximum salary target for the position across all US locations. Within the range, individual pay is determined by work location and job level and additional factors including job-related skills, experience, and relevant education or training. Depending on the position offered, other forms of compensation may be provided as part of overall compensation like an annual performance-based bonus, sales incentive pay and other forms of bonus or variable compensation.

Disclaimer: The compensation and benefits information provided herein is accurate as of the date of this posting.

LTIMindtree is an equal opportunity employer that is committed to diversity in the workplace. Our employment decisions are made without regard to race, colour, creed, religion, sex (including pregnancy, childbirth or related medical conditions), gender identity or expression, national origin, ancestry, age, family-care status, veteran status, marital status, civil union status, domestic partnership status, military service, handicap or disability or history of handicap or disability, genetic information, atypical hereditary cellular or blood trait, union affiliation, affectional or sexual orientation or preference, or any other characteristic protected by applicable federal, state, or local law, except where such considerations are bona fide occupational qualifications permitted by law.

• Safe return to office: In order to comply with LTIMindtree’ s company COVID-19 vaccine mandate, candidates must be able to provide proof of full vaccination against COVID-19 before or by the date of hire. Alternatively, one may submit a request for reasonable accommodation from LTIMindtree’s COVID-19 vaccination mandate for approval, in accordance with applicable state and federal law, by the date of hire. Any request is subject to review through LTIMindtree’s applicable processes

Job Type: Full-time

Pay: $65,000.00 - $75,000.00 per year

Schedule:

• 8 hour shift

Experience:

• Desktop support: 8 years (Required)
• Active Directory: 4 years (Required)

License/Certification:

• ITIL Certification (Required)

Work Location: In person

Salary : $65,000 - $75,000