Oaktree Capital Management

  • Senior Administrator/Assistant Vice President

    Job Locations US-CA-Los Angeles
    Job ID
    2019-1759
    Job Department
    Information Technology
  • Responsibilities

    • Provide level 3 helpdesk support to all Oaktree employees
    • Ensure that all phases of hardware support, including procurement, installations, software upgrades, operating systems and system configuration issues are properly coordinated, monitored, tracked and resolved.
    • Develop and maintain desktop imaging and application packaging and configuration settings and standards
    • Manage endpoint technology refresh projects including hardware and software upgrades
    • Develop and maintain the work aids used by the level 1 helpdesk team members to support Oaktree’s end users
    • Maintain up to date documentation regarding helpdesk FAQs on the Oaktree portal
    • Work with the global head of helpdesk services to coordinate the training of level 1 and level 2 helpdesk team members on advanced IT topics networking, collaboration technologies and cybersecurity
    • Administer operational procedures and troubleshooting techniques
    • Maintain the IT asset management system including hardware and software inventory
    • Oversee support contracts, purchase agreements and helpdesk vendor relationship management
    • Communicate planned and unplanned outages and provide status updates to Oaktree end users
    • Work with the global head of help desk services develop new policies and directions for the team
    • Analyzes service staff activities including documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and prevent future problems.
    • Assesses the need for system reconfigurations or other changes based on incident/problem trends and makes recommendations.
    • Assisting IT service related projects: this includes planning the scope and phases of the project, reporting progress on a weekly basis, and driving projects to completion.

    Qualifications

    • Minimum 7 years of IT support experience
    • Strong technical knowledge Windows 10, Office 365, Active Directory, operating system imaging and application packaging
    • Strong technical knowledge of telecommunications and audio-visual systems
    • Strong technical knowledge of networking technologies including TCP/IP, DNS, DHCP and core cybersecurity concepts
    • Must have experience with Manage Engine service desk or equivalent system
    • Proven experience in IT infrastructure planning and support
    • Proven analytical, evaluative and problem-solving abilities
    • Ability to effectively prioritize and execute tasks in a high-pressure, fast paced environment
    • Exceptional customer service orientation
    • Extensive experience working in a team-oriented, collaborative environment
    • Track record in solving/handling complex IT issues and bringing them to resolution
    • Project management is a plus

    Personal Attributes

    • Strong leadership skills
    • Excellent analytical and problem-solving skills
    • Ability to effectively prioritize and execute tasks in a high-pressure environment.Highly self-motivated and directed
    • Strong customer service orientation
    • Excellent listening, interpersonal, written, and oral communication skills

    Education

    Bachelor’s degree is the minimum requirement

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