Help Desk Tech III

Software Development Jobs Sacramento, California


Description

Position at SBM Management

SBM Management is looking to hire Help Desk  Technician III to join their team!  This position provides end user IT support to SBM employees, both locally and remotely. Responsibilities include answering The Help Desk Technician III’s primarily responsibility is providing end user IT support to SBM executives and employees, both locally and remotely. Responsible for ensuring that executive employees’ systems and devices are functioning properly. Responsibilities may include answering support phone calls and tickets for multiple IT supported services and environments including desktop and mobile devices, servers, networks, telephony, applications, access and general use questions.
The Tech III is responsible for managing escalated tickets that could not be solved by Tier I or Tier II support, or directing to the correct process as required. This individual may assist project teams with technical issues in the initiation and planning phases of standard Project Management Methodology. Demonstrate a blend of practical technical knowledge, hands-on support skills, teamwork, excellent communication, and customer support abilities
In addition to the responsibilities noted above, this role partakes in a rotational IT Executive Support primary role to be coordinated with the existing IT Executive Support, Tier 1 Tech. This role is responsible to work in a security constructed mindset while ensuring work is carried out in a discreet fashion with extreme confidentiality. This tech must provide professional and timely support for a wide range of IT equipment and software using a proactive approach to issues and opportunities, along with a sense of urgency and accuracy supports Executive users within SBM specifically Charles Somers.

Responsibilities
  • High standards of professionalism and integrity.
  • Protects and maintains the privacy of employee information.
  • Delivers high level IT support both onsite and at remote offices.
  • Provides consistent organization, planning and time management.
  • Ability to understand, troubleshoot and solve the technology challenges the CEO encounters in his day to day activities with effective decision making and problem solving.
  • Ability to explain technical issues in non-technical terms to end users
  • Focuses on technology requirements and tools such as laptops, desktop, iPad, iPhone, PC/Tablets, remote access, home offices etc.
  • Responds quickly to technology outages affecting the CEO and service at his home offices to restore service as quickly as possible, on a 24/7 basis as needed.
  • Works with CEO’s Assistant and the IT Helpdesk to develop a support plan and technology roadmap for CEO technology needs, including travel and other offsite engagements.
  • Provides feedback based on CEO input and usage.
  • Ability to work with a broad tolerance for the different work styles of the CEO.
  • Ability to work in an environment that may be occasionally stressful when assisting clients on site maintaining an excellent communication and customer service focus.
  • Works with remote support vendors as needed to have various tasks performed at home offices where travel and remote support are not possible.
  • Works in partnership with the IT Helpdesk Team, understands and follows the established technology standards and support processes as appropriate.
  • Provide Tier III support for escalated help desk tickets. Investigate, troubleshoot, and document problems.
  • Provide backup support for Tier I and II help desk tickets. Provide end user training in applications or operating system fundamentals.
  • Develops ideas for new and improved solutions based on needs.
  • Establishes and monitors metrics on service delivery and customer satisfaction.
  • Ability to manage multiple projects, particularly those impacting end users.
  • Global support as needed.



Qualifications
  • Associate (2-year) degree, with a technical major, such as computer science, plus five years related experience and/or training; or equivalent combination of education and experience
  • Experience in managing projects and providing global support to end users.
  • Professional experience with current Windows OS, Apple OS, and hardware.
  • Professional experience with The Microsoft Office Suite (2013 and 2016) as well as Microsoft Exchange and Outlook.
  • Experience in Windows Server Active Directory management is required and Windows Server Administration is a plus.
  • Excellent customer support skills.

Available Shift:  Full Time

 

Compensation:  Depends on experience