SITE SUPPORT ENGINEER - IT SUPPORT SERVICES

ABOUT YOU:

This role is responsible for providing day-to-day administrative services as defined by operational procedures and the execution of the problem management processes. Incumbents ensure the stability, integrity, and effective operational support of in-house information systems that support core business functions. This is achieved by monitoring the operational health of servers, network, and desktops, prompt resolution of server, network and desktop issues, and thorough ownership of the problem management process.

Systems Administrators serve as a technical liaison with internal customers and support technical infrastructure in a 24/7/365 environment including scheduled, on-call, and emergency response support.

• Scheduled on-call (24/7 coverage during the week on-call)

  Incumbents apply proven communication, analytical, and problem-solving skills to help identify, communicate, and resolve issues in order to maximize the benefit of IT systems investments that support core business functions. A Systems Administrator acts independently under limited supervision.

  Incumbents of this role are required to be on call and/or available after hours, to provide their own mobile device, and to distribute their mobile phone number accordingly. Alternatively, individuals may distribute their office phone number if their office phone is set to forward calls to their personal device when they are not physically present.

  YOU HAVE:

• Education. Four-year college diploma or university degree in computer science or equivalent combination of education and experience.

• Experience. 0-2 years of experience in systems administration (Windows OS & Linux). Experience patching and applying security remediation for Windows and Linux operating systems. Experience with core operating systems and applications. Exposure to ITIL Service Management

• Typical/expected % of overnight travel. Up to 10%. Ability to travel to support remote offices.

• Agility. Good software troubleshooting experience. Ability to conduct research into systems issues and products as required. Proven analytical and creative problem-solving abilities. Able to prioritize and execute tasks in a high-pressure environment.

• Technical Skills. Knowledge of Operating systems running Oracle and SQL. Basic knowledge of server hardware installation. Exposure to server scripting.

• Attention to Detail. Self-motivated and directed, with keen attention to detail. Must fully observe the requirements of the Health Insurance Portability and Accountability Act of 1996 and Jostens’ HIPAA Privacy and Security policies and procedures in all matters involving the protection of the confidentiality, integrity, and availability of protected health information when working with the Jostens health plan.

• Great Communication Skills. The ability to work with project teams and other infrastructure teams to deliver quality solutions in a fast-paced environment. Excellent written, spoken, and interpersonal communication skills. Ability to communicate ideas in both technical and user-friendly language. Strong customer service orientation. Experience working in a team-oriented, collaborative environment.

  YOU WILL:

• Operational Management:

• Ensure the operational health of enterprise infrastructure and applications.

• Collaborate with IT/Business staff to ensure smooth and reliable operation of systems for fulfilling business objectives and processes.

• Execute on operational management procedures to ensure that critical components of the Jostens Infrastructure are appropriately maintained.

• Configure, maintain, document, troubleshoot and upgrade hardware, firmware, peripherals, operating systems, network/voice systems, and applications as required.

• Follow proper release and change management procedures.

• Design and perform server security audits, system backup procedures, and other recovery processes in accordance with the company’s disaster recovery and business continuity strategies.

• Monitor and test system performance; prepare and deliver system performance statistics and reports.

• Create and maintain documentation as it relates to system configuration, mapping, processes, and service records.

• Gather statistics for management reporting.

• Perform periodic restores of systems as requested by end users and other team members.

• Ensure data/media recoverability by executing a schedule of system backups and/or archive operations. Conduct routine audits of backup jobs for compliance with established standards, policies, configuration guidelines and procedures.

• Maintains and promotes standard operating procedures.

• Provide Second Level support for Help Desk Analysts, Network and Systems Engineers, Applications, and other System Administrators.

• Work with systems engineers to propose and create system design models, specifications, diagrams, and charts to provide direction to the Application development teams.

• Audit new server builds in accordance with the OS standards.

• Ensure virus, spyware and spam protection software is up to date and operating properly.

• Administrate and troubleshoot systems and networking equipment following established procedures and standards to ensure all service levels are met.

• Incident Management:

• ​Work with decision makers and stakeholders to identify and resolve business systems issues.

• Analyze, identify, communicate, prioritize, and resolve system level problems for multiple production environments with a focus on performance and operational stability.

• Ensure that all operational events (problems and known errors) are recorded, analyzed and resolved in a timely manner.

• Utilize prescribed monitoring and management software to continuously monitor the production environment, identify production problems and faults, perform initial diagnosis, root cause analysis, and carry out problem resolution activities.

• Demonstrate ownership and urgency for problem resolution by retaining ownership of problems, by tracking and updating the progress of the problem ticket, by ensuring results meet Service Level and by consulting with vendors and other Jostens IT staff for problem solutions.

• Identify trends and potential problem sources by reviewing Incident records. Produce reports to monitor problem trends and contribute to continuous process improvement.

• Complete major incident reviews and present opportunities for improvement.

• Project Related:

• Conduct research on software and systems products to justify recommendations and to support purchasing efforts.

• Assist with project tasks involved with transitioning and integrating newly developed systems and applications into the production environments.

• Perform the promotion to production tasks as defined by Release management and in support of segregation of duties defined by best business practices and compliance programs.

• Assist the Systems Engineers with tasks related to production environment projects, (e.g. environment preparation; acceptance and performance testing; monitoring, commissioning/decommissioning equipment).

• Site Administration Support.

• Provide level 1 engineering support for Jostens Inc.

• Respond to tickets for service and incidents.

• Ensure the operational health of physical hardware, operating systems, and third-party software.

• Ensure prompt investigation into server issues, performance problems and support for application teams.

• Provide Active Directory maintenance.

• Provide operational support for job scheduling.

• Contact external vendors to assist with troubleshooting when needed.

• Perform regulatory compliance functions as required.

• Adherence to IT policies and standards.

• Manage asset inventory management at site.

• Maintain license compliance.

• Warranty/Lifecycle management including end of life services.

• Perform periodic restores of systems as requested by end users.

• Perform basic storage administration tasks.

• Ensure data/media recoverability by executing a schedule of system backups and/or archive operations.

• Maintain and promote standard operating procedures.

• Additional Plant Specific Duties.

• Provide support to plant requests for I.T assistance.

• Provide support to plants for any I.T related problems.

• Maintain IT system documentation relating to the plants.

• Security systems management; including door access and security auditing.

• Support site admin’s troubleshooting production digital printers.

• Maintain server operating systems and hardware in the plants.

  LOVE WHERE YOU WORK:

• We care about your health. We offer competitive healthcare (health, dental, vision, coverage) in addition to voluntary benefits including home and car insurance, pet insurance, flexible spending account, amongst many more.

• We invest in your future. Our 401K plan has immediate vesting, so you can start saving for retirement right away.

• We want you to unplug when needed. We believe in taking your time off without guilt and offer accrued paid time off and company paid holidays. *For Washington residents, you will receive 13 vacation days, 8 paid sick leave, 8 company paid holidays, and family paid leave.

• We care about your development. We support tuition reimbursement after 6 months of service.

• We believe in pay transparency. The salary range is $60,000 to $70,000 with annual bonus eligibility.

  APPLICATION DEADLINE: April 30, 2025

  ABOUT US:

  Jostens leads the student commemoration market and has been serving local communities for over 125 years. We work with thousands of K-12 schools, colleges and universities each year, and have the honor of partnering with beloved sports teams and esteemed organizations across the country. Our iconic products — like yearbooks, letter jackets, class jewelry and championship rings — keep meaningful traditions alive and inspire millions of people to celebrate their unique stories, milestone moments and biggest accomplishments every year. We have 13 first-class facilities across the globe, from North America to the Caribbean. Watch a short video about us here (https://f.io/HIAsH659) .

  ALL ABOUT TECHNOLOGY:

  Our Technology organization combines planning, analysis, and development in combination with both enterprise retail and manufacturing platforms as well as custom development using primarily Java, web services, and web application frameworks like ReactJS/NodeJS. The Technology organization manages priorities through a centralized quarterly planning in close collaborative with business decision-making and strategy, directly supporting leadership in Marketing, Sales, Digital & Operations. Delivery is managed through typically an agile, two-week scrum or Kanban methodology leveraging a suite of Atlassian products. The Technology teams are structured organizationally to focus on key platforms and the business units that they. Though the utilization of best-in-class technical software, such as AWS, Tableau, SAP BPC, Oracle EBS, Salesforce, & Microsoft 360, you will get to play a critical role in determining technology solutions that steer our business. Jostens allows for a hybrid work setting that focuses on creating professional and personal development. We can’t wait to show you what our Technology Team has to offer at Jostens!

  AMERICANS WITH DISABILITIES ACT (ADA):

  Jostens is committed to the full inclusion of all qualified individuals. If reasonable accommodation is required to fully participate in the job application or interview process, or to perform the essential functions of the position, please reach out to our HR team at recruiter@jostens.com or (952) 830-3399.

  Jostens is an Equal Opportunity Employer and complies with applicable employment laws. EOE/M/F/Vet/Disabled are encouraged to apply.

  California Privacy Policy: https://www.jostens.com/about/california-employee-privacy-policy