Sr. Infrastructure and Desktop Specialist

Navy Mutual Aid Association
Arlington, VA
Jul 20, 2019
Jul 23, 2019
Accountant, IT
Full Time
The Navy Mutual Aid Association is committed to helping military members grow and protect their wealth through providing life, annuity products, and services. Also, assisting Sea Service members and their families in securing federal benefits to which they may be legally entitled.Formed in 1879, we are a non-profit, member-owned association that provides high-quality life insurance, financial education and other benefits to military families nationwide. Financially strong, Navy Mutual is proud to be a first-choice provider of life insurance to service members and their loved ones. Our team's efforts to serve and protect our members and their loved ones is the reason that Navy Mutual enjoys outstanding customer satisfaction member retention ratings. Please find below a short video that reflects Navy Mutual Aid Association's Mission and Values. are looking for a Sr. Infrastructure and Desktop Specialist who will establish and manage infrastructure and desktop service level agreements to set problem resolution expectations and timeframes. This individual will develop policies and procedures that define how problems are identified, documented, assigned and resolved. This position is full-time, is located in Arlington, Virginia, and will report to the Solutions & Technology Director.Core Working Hours: 8:30 am to 5:00 pm Qualifications/Characteristics:5-7 years of technical support experience in a dedicated network support environmentBachelor's degree in an IT or technical field preferred; current Microsoft certificationExperience working with an escalation processStrong computer skills, problem-solving skills, interpersonal communication skills, documentation and writing skills requiredHigh level of professionalism expectedExtensive knowledge of Jira Service Desk software and systems; Extensive application support of MS Office Suite and mainstream productivity software applications, with a working technical knowledge of PC and server operating systemsCandidates must have expertise in supporting Android/iOS mobile devices end-to-end and a working knowledge of current voice systems, as well as knowledge of applicable data privacy practices and lawsCandidates must have demonstrated ability to organize numerous tasks and effectively prioritize and executeProven analytical and problem-solving ability, with a keen attention to detail and strong documentation skills are needed Candidates must have excellent verbal and written communication skills, as well as be highly self-motivated and directed with strong interpersonal customer service skills Primary Responsibilities: . Enforce Infrastructure and Desktop service level agreements in consultation with end users to establish problem resolution expectations and timeframes.. Maintain and stay current with Navy Mutual Service Catalog. Analyze performance and maintain awareness of Infrastructure and Desktop activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.. Ensure stable and secure operation of Navy Mutual's in-house computer and network systems, so that end users can accomplish business tasks. This includes managing all network hardware, systems, and software, resolving end user hardware and software computer problems in a timely and accurate fashion, and providing end user training where required. Deploy, maintain and support communications, phones, workstations, servers, printers, scanners and network systems. Create and maintain "Golden Image" solutions for both baseline and department-level deployments. Manage and triage the processing of incoming requests to the Infrastructure and Desktop via both telephone, e-mail and chat to ensure courteous, timely, and effective resolution of end user issues. . Maintain an overall knowledge of current escalated issues. Act as escalation point for service tickets and work with technical team leads to ensure resolutions within defined service level agreement standards. . Identifies and recommends end user training programs to increase computer literacy.. Ensures IT software license and hardware inventory is kept up to date according to the organization's policies, requirements and general guidance as required.. Manage and maintain servers, including e-mail, print and backup servers and their associated operating systems and software. Escalate incidents when necessary. Manage network hardware and equipment, including PCs, servers, printers, switches and UPSs including equipment inventory controls.. Administer all equipment, hardware and software upgrades. Practice network asset management, including maintenance of network component inventory and related documentation and technical specifications information. Manage end user accounts, permissions, access rights, and storage allocations in accordance with best-practices regarding privacy, security, and regulatory compliance. Perform and test system backups and recovery. Recommend, schedule, and perform software and hardware improvements, upgrades, patches, reconfigurations, and/or purchases. The position will require flexibility to travel to remote data centers and possible telecommuting/work from home when necessary. Ensure that Infrastructure and Desktop staff provides timely and considerate customer service to end users by fielding all customer escalations, supervisor requests and resolving customer service issues. . Perform Tier 1 and Tier 2 Call reviews, documenting through company applications and coaching individual support staff to meet or exceed company expectations. . Drive problem investigation and resolution with consistent follow up. Recognize ongoing/repeat issues & create service templates for efficient, standardized resolution. Identify, recommend and implement procedures for process improvement. Effectively communicates technical issues in non-technical terms to end users. Know status of key performance indicators and work with Director of Solutions and Technology to improve team performance.Navy Mutual offers a Full Benefits package including, medical, dental, vision, 401k, life and disability insurance.Salary: Commensurate with ExperienceWe recognize that our strength and success are directly linked to the quality and skills of our diverse employees. We are proud to be a place where talented people who strive to support the mission and values of our association can grow as professionals, leaders, and individuals. Please visit to learn more about our guiding lights, history and mission. Navy Mutual Aid Association is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetics, disability, age, veteran status, or any other characteristic protected by law.

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