Essential Duties and Responsibilities include the following:

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  Be accountable to help deliver excellent user service within the CPI IT User Support model.
• Work effectively within CPI ITIL based processes including Change Management, Incident Management and Problem Management.
• Establish and maintain productive working relationships with peer IT teams, business team/department leads and end-users across the region
• Provide local delivery of IT support functions to CPI standards
• Provide periodic (daily/weekly/monthly) reporting on key Help Desk & Support metrics and SLA performance.
• Be responsible to help manage and maintain the CPI Card Group Mobile Device Policy
• Manage end-user computer, Software, mobile device, collaboration tool inventories, replacements and repairs.
• Facilitate as the “hands on” local POC, the remote support and management of CPI systems via our Enterprise Core IT teams.
• Responsible for the delivery of effective IT Communications standards
• Work with the Security and Audit teams regarding ITGCs and risk mitigation.
• Delivery of day to day support and service for our CPI offices within SLA’s and within budget.
• Delivery of support for CPI standard technologies and processes in order to facilitate effective user productivity. These areas will include
• IT Help Desk and desk side support
• Mobile Devices
• Audio/Video collaboration
• User communications and escalations
• Enterprise collaboration platforms (WebEx, Skype for Business)
• Build, deploy and maintain laptops/desktops (PC and MAC) and mobile devices for end users, following a set of standard practices and processes
• Build and maintain desktop VOIP phones and employee voicemail system
• Manage the provisioning and administration of mobile devices
• Provide desktop operational support for key user applications such as MS Office/Office 365, Okta and SharePoint.
• Provide remote assistance as needed to personnel who are outside of primary work location
• Manage and maintain asset inventories of computers, printers, peripherals and mobile user devices
• Maintain IT Inventory, such as replenishing stock and disposal of equipment and peripherals
• Develop, publish and adhere to standards, policies and procedures
• Provide on-site and remote support; emergency on-call support as needed
• Become a trusted advisor, build collaborative relationships with other IT teams, partner technology teams, key internal business partners and critical vendor/partners
• Delivery of Projects and services are aligned with CPI Card Group Business Strategy and IT Strategy
• Development and management of clear escalation and notification paths for critical IT incidents and issues
• Develop good relationships with key service providers and technology partners
• Enterprise IT solutions successfully delivered in region to cost, schedule and meeting strategic business requirements
• Development of critical analytics and metrics in business facing formats and presentation

Requirements:

• Experience utilizing an industry standard IT Service Management system such as Jira (or comparable service management tool)
• A demonstrated understanding in each of the following technologies or services:
• Desktop computer support (Windows PC and MAC)
• Personal collaboration tools (WebEx, etc.)
• MS Office 365.
• Experience working with remote colleagues and collaborating on enterprise level solutions
• Basic knowledge across a broad set of infrastructure solutions/concepts including Desktop computing,
• Telephony, WAN/LAN networking, datacenters, Cloud Computing
• Excellent documentation and organizational skills
• The ability to follow standard processes and procedures
• Proven experience around escalating issues appropriately.
• Good project management skills preferred
• Basic analytics and metrics for IT operations
• Proficient communication skills including reading, writing and speaking in English

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