IT Desktop Administrator

At Carriage Services, we are united by our purpose of creating premier experiences through innovation, empowered partnership, and elevated service. As a member of our team, you'll join a dynamic community dedicated to setting new standards in the Funeral and Cemetery profession. Join us on this exciting journey as we continue to shape the future of our industry. Carriage Services is an equal opportunity employer.

The IT Desktop Administrator position is situated at the Houston, TX Office. Regular business traveling activities to U.S. sites related to IT project support and asset inventory are essential for this function. Travel up to 10%.

Working within the distributed IT Service Delivery team, providing efficient and effective service and support to all business units of the Enterprise with a focus on Level 2 Desktop Support operations. Acting as an interface between IT, the Service Desk and internal customers / external suppliers to facilitate a single point of contact. Reduce burden on network, applications, infrastructure teams and resources. Ensure smooth operations of products and services provided by Information Technology.

Job Type: Full-time

Salary: $65,000.00 per year

Location: 3040 Post Oak Blvd Houston, TX (Galleria Area)

Key Responsibilities

• Day to day operation of IT Support function including direct call handling, Incident Management, Asset Management, Access Management, Event Management, Problem Management & Request Fulfilment.
• Delivery of second level support to customers and execution of Duty Manager role interfacing with external Service Desk; monitoring, prioritization, categorization, documentation, processing, and distribution of all incoming requests / incidents filtered by criticality and business impact.
• Maintenance and administration of Configuration Management Database (CMDB) to ensure appropriate execution of Asset & Configuration Management process; documentation of all relevant Configuration Items (CIs).
• Ensure compliance; protect and contribute to further development of corporate standards, best practices, and procedures; make recommendations for changes and optimizations as part of the Continuous Service Improvement program.
• Installation, deployment, and maintenance of end user environment including services, software, and hardware components (peripherals, software, printers, telephones, faxes, scanners, etc.).
• Execution of day-to-day IT operational tasks in various domains (network, converged infrastructure); end-to-end monitoring of Information Technology systems, components, and services; escalation of performance deviations.
• Contribution to IT initiatives and projects under direction of function heads for network services, server administration as required.
• Provide transparency in form of status updates and reporting for projects and operations in regular intervals, management of communication to local user communities.
• Strive for high level of standardization and service automation; ensure compliance with Standard Operating Environment (SOE); leverage and deliver harmonization and centralization of products and services.
• Participation in development and execution of corporate cyber security agenda and related standards; assume responsibility for execution of assigned security tasks and responsibilities.

Qualifications

• Minimum four (4) years of relevant, hands-on, professional experience in service and support functions of a corporate environment, supporting C-Level executives and administrative staff on-site.
• Experience in working within an enterprise interacting with multi-cultural employee.
• Strong customer service orientation.
• Excellent interpersonal and professional communication skills.
• Excellent oral and written English skills.
• Foundation certification in ITIL service management and comprehensive understanding of IT Service Management best practices, processes, and functions a plus.
• Additional vendor certifications from cornerstone vendors such as Cisco (CCENT, CCT, CCNA), Microsoft (MCP) a plus.
• Microsoft desktop support (Microsoft Office suite incl. Project and Visio and Microsoft Windows client operating system, Office365, Windows 10).
• Desktop applications and software deployment (ZScaler, Microsoft Edge, and other company specific software).
• Hardware installation and support (printers, computers, servers, switches, peripherals, etc.).
• Understanding of networking fundamentals including LAN, WAN, TCP/IP, etc.

Physical Demand: Must be able to lift, push, or move 50lbs.