IT Service Administrator

Albany's corporate team is seeking an IT Service Administrator role to provide administration, configuration and support for the Information Technology (IT) Service Management platform, including orchestration and automation. This role will also assist with level 2 end user support and assists with other IT projects and tasks. Personnel in this role will also implement IT policies, procedures, and best practices defined by the Global Information Services (GIS) organization.

This person should possess excellent communication skills, the ability to partner and work cross-functionally in a multi-facet organization, and set a high bar for themselves. If you thrive in a collaborative environment, and jump at the opportunity to take on new challenges, then this is a great role for you.

Albany International Corp. is a global advanced textiles and materials processing company. The products and technologies help make paper smoother, tissue softer, and aircraft engines and structures lighter. The company has 2 core businesses, The Machine Clothing (MC) segment -is the world's leading producer of custom-designed fabrics and belts essential to production in the paper, nonwovens, and other process industries and Engineered Composites (EC) is a rapidly growing supplier of highly engineered composite parts for the aerospace industry.

Responsibilities & Key Areas

All responsibilities carry a global scope

Acquisition & Deployment

• Implement all IT policies and procedures, including those for architecture, security, disaster recovery, standards, purchasing, and service provision
• Assist with financial aspects of the IT Department, including purchasing, and budgeting
• Collaborate with other IT teams to identify and/or procure new technologies

Operational Management

• Administration, configuration and support for the Information Technology (IT) Service Management platform including orchestration and automation of IT and related tasks.
• Provide global development, deployment, monitoring and maintenance of IT systems, including servers and PCs
• Deploy, monitor, maintain, update and support IT systems, including server, PC, tablet and telephony hardware, operating systems, software and peripherals
• Practice asset management for IT hardware, software, and equipment
• Define and communicate project milestones, service level agreements, and resource allocation to department leads, support staff, and end users
• Review performance of IT systems to determine operating costs, productivity levels, and upgrade requirements
• Coordinate research on potential technology solutions and implementations in support of new initiatives, opportunities, and procurement efforts
• Enforce request handling and escalation policies and procedures.
• Identify, recommend, develop and implement end user training programs to increase computer literacy and self-sufficiency
• Contribute to problem resolution by giving in-person, or video call - hands-on support to end users
• Process incoming calls to the Service Desk via both telephone and e-mail, and site-specific IT services manager incidents and tasks to ensure courteous, timely and effective resolution of end user issues and broader GIS projects
• Assist with site-specific IT projects as well as broader GIS projects/tasks

Remuneration & Benefits/ Other

• Location: Portsmouth, NH. Full-time office.
• Compensation: Will be structured to attract and retain the best possible candidate.

Preferred Experience/Characteristics/ Competencies & Education

• University degree in the field of computer science or information systems or equivalent, 4 year related work experience
• Attend training seminars, conferences and trade shows to broaden knowledge of current and future Service Desk issues and technologies
• Current Technical Certifications (i.e. CIS-ITSM, ITIL, PMP, etc.) or motivation to attain certification is a benefit
• US Citizen or green card holder required
• Superior understanding of ITSM process and tools
• Hands on experience installing IT hardware and software
• Speaks English at an intermediate level
• Working technical knowledge of:
• Operating systems (i.e. Microsoft Windows Workstation, Microsoft Windows Server, iOS, and Android)
• Current network hardware protocols, and standards (i.e. Routers, Switches, TCP/IP, DNS and DHCP)
• Ability to operate tools, components, and peripheral accessories
• Able to read and understand technical manuals, procedural documentation, and OEM guides
• Understanding of project management principles
• Experience with Microsoft Office, Teams, SharePoint, etc. software
• Superior understanding of the organization's goals and objectives
• Demonstrated ability to apply IT in solving business problems
• Follow all publicized safety policies/procedures applicable to the job.
• Use appropriate PPE that has been identified on the Hazard Analysis for the department/role.
• Attend and participate in all safety training Safety meetings, audits and Behavior Based Safety programs assigned.
• Report all safety hazards observed. If capable, correct the safety hazard identified.
• Maintain a clean, orderly and safe work environment.

Personal Attributes

• Strong interpersonal skills
• Strong written and oral communication skills.
• Strong customer service orientation.
• Highly self-motivated and directed.
• Highly self-motivated, self-directed, and attentive to detail.
• Analytical and problem-solving abilities, with keen attention to detail.
• Excellent written, oral, and interpersonal communication skills.
• Effective interpersonal skills and relationship-building skills.
• Ability to conduct and direct research into IT issues and products.
• Ability to conduct research into PC issues and products as required.
• Ability to present ideas in business-friendly and user-friendly language.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Ability to effectively execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment
• Extensive experience working in a team-oriented, collaborative environment.
• Ability to perform general mathematical calculations for the purpose of creating business cases, budgets, and so on.