System Admin (FUSE) - Helpdesk

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What We'll Bring

The System Admin Team (FUSE) manages needs for our Voice Departments and agents in regards to Onboarding, Technical Issues, System Issues, Access Issues, Metric Analysis, Roster Process and other process improvements.

What You'll Bring

As System Admin (FUSE), you will work individually and in tandem with other team members to assist employees and business partners with desktop and application support issues. You’ll need to manage multiple efforts simultaneously, with occasionally conflicting priorities. Key responsibilities include:

• Proven ability to create and deliver solutions tied to business growth, organizational development and systems/network optimization.
• Skilled problem identifier and troubleshooter comfortable managing systems and projects in a range of IT environments
• You will be responsible for assisting in the new hire’s network and database privileges and setting up their login information
• Perform initial & tier 2 troubleshooting techniques in attempt to resolve incidents, and escalate using official escalation procedures when appropriate.
• Gather information to define and fix the issue, by trouble shooting hardware and software and liaising with vendors if needed for more information.
• Resolve incidents by working with internal and external technology support organizations
• Own incident and requests while driving them through to resolution
• Assist with call and email queues under minimum supervision
• Ensure both the customer and internal management are notified of impacting outage situations using official communications procedures
• Open, update and closes incident and request tickets
• Communicate status to associates/management via approved communication processes
• Schedule will be evenings and possible rotating weekends in an on call capacity
• Open problem tickets up with appropriate group to prevent future incidents or problems
• Develop and write operations processes and procedures for different level support teams
• Serve as the second level escalation point for incident and request issues
• Monitor & participate in existing call/ticket queues and environment
• Any additional ad-hoc assignments as directed to meet business need
  
  

Impact You'll Make

As System Admin (FUSE), you should have 1-2 years’ experience in a customer support center environment. You should also have an Associate’s Degree in a related technical field, or relevant work experience. 


Technical Skills

• Experience supporting web based applications using multiple browsers
• Experience with password management interfaces
• Experience with using ticketing systems
• Strong knowledge of Microsoft Office Products

  

Professional Skills

• Highly motivated individual
• Ability to complete task with limited supervision/self-starter
• Ability to instill quality in every aspect of the job function
• Excellent written and verbal communications skills
• Strong Analytical skills
  
  

Skill Differentiators that make a candidate stand apart

• Strong troubleshooting skills that leverage critical thinking
• Ability to multi-task, strong organizational skills and problem solving skills
• Reporting/database experience, strong computer skills
• Time Management
• Administrative skills
• Strong drive to learn both independently and in group setting
  
  

This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week.

TransUnion Job Title

Rep III, Consumer Operations Support