ADMINISTRATOR L3

About the role

Resolve priority incident tickets and service requests while contributing to incident analysis, change request preparation, and continuous service improvement.

Responsibilities

• Perform initial triage for high priority incident tickets (P2 tickets) which may impact one or more processes and resolve priority incident (P3) tickets within defined SLAs.
• Create logs of incidents and document observations and root causes to support evaluation of mitigation measures.
• Fulfill software, hardware, and network service requests within agreed timelines, ensuring adherence to SLAs while maintaining quality and accuracy.
• Monitor SLA timelines for the entire lifecycle of high priority incident tickets (P2 tickets), escalate as needed, and participate in weekly or monthly service review meetings with clients and internal teams.
• Create change requests based on the priority of incident tickets, adhering to defined guidelines. Present changes for approval with rollback plans in change approval meetings, execute approved changes, and document post-implementation outcomes.
• Analyze the nature of incidents to support root cause analysis and service improvement plans. Contribute to developing mitigation actions to reduce repeat incidents by identifying patterns.

Requirements

• 3-5 years of experience in Desktop Support.

Pay

Expected compensation for this role ranges from $45,000 to $121,000. Final compensation will depend on geographical location, minimum wage obligations, skills, and relevant experience.

Benefits

• Full range of medical and dental benefits options.
• Disability insurance.
• Paid time off (inclusive of sick leave).
• Other paid and unpaid leave options.

Note: Employment may be conditioned on successful completion of a post-offer drug screening, subject to applicable state law.