IT Service Desk Administrator III

Description

Position at The Pasha Group

Information for California residents about our collection and use of job applicant personal information can be found here: Privacy Practices

Job Summary
The IT Service Desk Administrator III independently provides routine to complex day-to-day hands on support for the organization's end users, laptops, desktops, servers, mobile devices, and applications to promote seamless use of the IT infrastructure in the work environment.

Primary Objectives

• Independently process ServiceDesk tickets to resolution or escalation.
• Provide excellent customer service to users.
• Identify and resolve technical problems to assist the user community.
• Install, test, troubleshoot, and repair computer hardware, software, and peripherals.

Duties and Responsibilities

• Respond to customers in person, on the phone, via instant message, and email in a professional, confident and courteous manner answering technical inquiries, diagnosing reported problems or configuration issues, recommending solutions, and escalating when appropriate.
• Participate in a standard rotation of after-hours on-call support and EDI monitoring.
• Troubleshoot, configure, install, maintain, upgrade and deploy workstations, laptops, tablets, printers, IP phones and computer peripherals.
• Independently research and recommend technical resolutions and process improvement via interaction in technical discussions and knowledge base documentation.
• Participate in the patch management processes.
• Track, prioritize, document, communicate, and resolve support requests using Remedy Force ticket system.
• Test software and hardware to evaluate ease of use and whether product will aid user in performing work.
• Write and revise knowledge base documents and procedures.
• Perform appropriate issue delegation, escalation, and follow-up for optimal resolution.
• Deploy and support iOS, Android, and Windows mobile devices.
• Provide routine and complex troubleshooting and support of Windows in a large networked Active Directory environment, both hands-on and remotely.
• Setup and support VPN accounts.
• Implement and maintain security policies and procedures to ensure safety of data and IT systems.
• Provide troubleshooting expertise and training support for departmental staff as needed.
• Other duties as assigned.

QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education

• Associate degree in computer science or related field or equivalent combination of coursework and experience in directly-related field required

Licenses and Certifications

• Valid state-issued driver's license and acceptable DMV record required
• Transportation Worker Identity Credential (TWIC) required

Work Experience

• 6+ years of experience in a client-facing technical support/service desk context required
• Experience using imaging, scripting, remote access tools, consoles and desktop management tools such as SCCM required

Required Knowledge, Skills and Abilities

• Intermediate level proficiency with MS Office software including Word, Excel and Outlook, SharePoint, Access, and Office 365.
• Proficiency in use of Remedyforce or related ServiceDesk software.
• Effective communication skills, including verbal, written and listening skills.
• Ability to work effectively in a collaborative team environment.
• Ability to appropriately identify, store, and handle sensitive and confidential information.
• Ability to operate office equipment such as printers, copiers, scanners and VoIP phones as well as computer software and hardware.

Competencies

• Delivers Results Rigorously drives self and others to achieve high levels of individual and organization performance.
• Focuses on the Customer & Market Continuously evaluates what is important to the customer/client and develops products or solutions that exceed expectations.
• Makes Sound Business Decisions Makes timely and well-informed decisions that advance critical priorities, capitalize on new opportunities, and resolve problems.
• Practices our Values Supports and models The Pasha Way; conduct reflects Excellence, Honesty, Integrity, Innovation and Teamwork.

PHYSICAL DEMANDS, WORK ENVIRONMENT, AND TRAVEL
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Hear and speak with sufficient clarity to understand and engage in telephonic information exchange; hear and understand verbal instructions; give and receive information verbally in person or via communication device - Often
• Walk/travel within office environment, crouch/bend to access floor-level storage - Often
• Use hands/fingers to operate office equipment, type/complete data input, write - Often
• Reach with hands, arms; lift, move and manipulate objects weighing up to 20 lbs - Regularly
• Sight sufficient to read instructions, documents, and screen-based information - Often
• Use hands/fingers to manipulate and file documents, folders, small objects - Regularly

Working Environment
This role requires work that may involve the following environmental conditions:

• Corporate office environment

Travel
Occasional Must be able to travel independently to U.S. locations including Hawaii.

Screening Requirements
Background Checks
Driving Record Review

Must be fully vaccinated against COVID-19, except as prohibited by law.
The information included in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive or exhaustive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

The salary range listed is based on the geographic zone associated with this role: San Rafael, CA. If you are applying to work from a different location, the salary range may vary to align with the cost of labor and market conditions in that area. For applicants from other zones, we encourage you to reach out to us to confirm the relevant salary range for your specific location. Starting pay will be determined by job-related factors including experience, education, and business needs and may be modified at any time.

Zone 1: Starting rate $36.00; up to $42.00 for highly qualified candidates

The Pasha Group family of companies are EOE/AA Employers - Minority/Female/Veteran/Disabled/and other Protected Categories