IT Service Desk Admin III

About the role

This position provides first line technical support to internal customers and second line support to external customers. Responsibilities include responding to telephone calls, emails, and support tickets, maintaining desktop computers and applications, managing user accounts, and troubleshooting technical issues.

Responsibilities

• Provide effective technical support to internal customers in person and over the phone
• Support Level 2 in troubleshooting PC hardware, software, and network connectivity
• Create and disable user accounts and workstations in Active Directory
• Create new email accounts, manage Office 365 licenses, and assign appropriate licenses to users
• Manage access requests to Truckstop’s internal systems, perform password resets, and assist with self-service resets
• Partner with Customer Support staff to address technical issues experienced by customers
• Effectively troubleshoot technical issues with customers over the phone, documenting issues and logs
• Participate in User Acceptance Testing (UAT) and document bugs for replication by development
• Prepare and maintain documentation for supported environments

Requirements

• High school diploma or equivalent; Bachelor’s degree in computer science preferred
• Two years’ experience with PC hardware, software, and management
• Two years of end user interaction or customer service
• Knowledge of browsers, internet protocols, network troubleshooting, mobile devices, mobile apps, ISP connections, desktops, and desktop software
• Ability to communicate effectively verbally and in writing
• Proven ability utilizing empathy and positive regard in a variety of situations
• Exceptional customer service skills and continual display of a partner-first mentality
• Embraces teamwork and can work independently when necessary
• Strong organizational and process skills

Qualifications

• Professional appearance and effective communication skills
• Must be or become familiar with company products and navigate company’s programs and systems
• Minimum physical exertion required, including sitting, reaching, manipulating objects, and moving materials weighing up to 5 pounds
• Manual dexterity and coordination required over 75% of the work period while operating equipment such as computer keyboard and mouse
• Work environment includes a clean, non-hazardous office or remote home environment with typical office noise levels

Skills

• Technical support and troubleshooting
• Email and account management
• User account management
• Customer service and communication
• Software and hardware troubleshooting
• Document creation and maintenance
• Project management

Benefits

Not specified

Pay

The anticipated base pay range for this position is $69,800 USD - $69,800 USD. The position is also eligible for a yearly bonus.

Schedule

The ideal protected indoor work environment is a clean, non-hazardous work area. The noise level in the work environment is typical of most office or remote home environments with telephones, personal interruptions, and background noises.