Job Description

GENERAL SUMMARY:
The Applications Administrator is at the forefront of deploying and supporting infrastructure technologies. While acting as a top-level support tier, provide problem resolution services for all escalated issues. This role is responsible for effective provisioning, configuration, operation, and maintenance of infrastructure applications. This individual participates in technical research to enable continuing innovation within the infrastructure team and ensures that operating systems, applications, and related procedures adhere to organizational policies.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
1. Oversees infrastructure applications including Office 365 back office suite, Whats Up Gold, ServiceNow and others.
2. Provides support for the infrastructure applications. Addresses and resolves technical issues with internal clients and external customers, including assisting with problems escalated from Service Desk.
3. Proactively monitors infrastructure applications using industry standard monitoring tools.
4. Participates in scheduled change management and participates in incident management as needed. Document changes and actions in change management system and service management system. May be required to conduct change management meetings.
5. Participate as a member of a highly technical and customer-service driven team. Readily share knowledge and training with other staff members to ensure efficient cross-training.
6. Develops, plans, and oversees the implementation of the infrastructure Microsoft suite of productivity applications.
7. Supports the installation, configuration, and ongoing operation of Infrastructure applications such as Office 365 back office suite, MS Exchange Online, SharePoint, InTune, Teams, Citrix, ServiceNow, and others.
8. Applies patches and upgrades regularly and upgrade administrative tools and utilities. configure/add new services as necessary. Assists in system deployments, minor and major releases, and system upgrades.
9. Troubleshoots and provide support for the Agencys VoIP SaaS solution.
10. Participates in meetings to coordinate service requirements, installations, and project milestones as required to achieve client expectations Utilizes knowledge database and tracks changes.
11. Takes ownership of user problems and follows the status of problems on behalf of the user and communicates progress in a timely manner.
12. Maintains a high degree of customer service for all support queries and adheres to all ITIL service management principles.
13. Identifies and learns appropriate software and hardware used and supported by the organization.
14. Provide 5-star customer service and meet Agency service level agreements (SLA).
15. Perform other related duties as assigned.

MINIMUM KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:
Note: An equivalent combination of related education and experience may be substituted for the below stated minimums excluding High School Diploma, GED, Licenses, or
Certifications.
1. Bachelors degree from an accredited college or university in Computer Science, Information Technology, Business Administration or related field.
2. Three (3) years of experience in system engineering, application administration or other technology support role.
3. Must have a Microsoft Enterprise Administrator Expert certification or Service Now Administrator and ITIL Foundation certification.
4. Must have basic PowerShell scripting abilities for automating system administrative duties and data workflow processes.
5. Has basic knowledge and proficiency with infrastructure applications configuration including ServiceNow, Microsoft suite of productivity tools and applications.
6. Maintains knowledge base documents and SN, reports and presents for management review.
7. Valid Texas Class A, B, or C drivers license, no Driving While Intoxicated (DWI) conviction within the last sixty (60) consecutive months, not more than one (1) DWI on driving record, and not more than three (3) convictions of
moving violations within the last thirty-six (36) months in order to operate DART non-revenue vehicles or drive in the course and scope of job.
8. Pass a physical (medical) examination that includes a drug screen in order to operate DART non-revenue vehicles.
9. Proficiency of PC software applications to include Microsoft Office or other related software applications.
10. Ability to effectively communicate both orally and in writing with the public, coworkers, management, and DART Board.
11. Must be able to perform work from remote locations as needed.
12. Must be able to work variable hours, to include emergency response to outages.
13. Must be able to work in an on-call rotation.
14. Must maintain all certification(s) required for this position.
15. Ability to pick up on technical things quickly. Can learn new skills and knowledge. Is good at learning new industry, company, product, or technical knowledge. Does well in technical courses and seminars.
16. Ability to be dedicated to meeting the expectations and requirements of internal and external customers. Gets first-hand customer information and uses it for improvements in products and services. Acts with customers in mind. Establishes and maintains effective relationships with customers and gains their trust and respect.
17. Ability to use rigorous logic and methods to solve difficult problems with effective solutions. Can see hidden problems. Is excellent at honest analysis. Looks beyond the obvious and does not stop at the first answers.
18. Ability to be able to write clearly and succinctly in a variety of communication settings and styles. Can get messages across that have the desired effect.
19. Ability to use his/her time effectively and efficiently. Values time. Concentrates his/her efforts on the more important priorities. Gets more done in less time than others. Can attend to a broader range of activities.
20. Ability to quickly find common ground and solve problems for the good of all. Can represent his/her own interests and yet be fair to other groups. Can solve problems with peers with a minimum of noise. Is seen as a team player and is cooperative. Easily gains trust and support of peers. Encourages collaboration. Can be candid with peers.

Application Instructions

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