IT Operations Support Administrator III - SFO (1093) - 151133

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Job description

Job Description

The 1093 IT Operations Support Administration III, under general supervision, serves as a primary Help Desk technician responsible for providing outstanding customer service, technical phone support, documentation, configuration, installation and maintenance of desk and laptop computers and peripherals, mobile device configuration, service level reporting, technical problem resolution, problem escalation, technical project participation, and system monitoring. This position is also responsible for maintaining a close working relationship with our business customers and business partners to drive resolution and advancing proactive efforts to improve customer satisfaction with technology services.

You are excited about this opportunity because you will:

Maintain appropriate technical knowledge required to resolve technical issues, relating to software applications, workstations, laptops, and printers. Ensure proper functioning of desktop and printing equipment. Install and configure computer hardware and software. Maintain equipment and software and keep it operational.

Perform help desk functions. Responds to phone calls and e-mails related to problems involving all major computer applications, systems, workstations, and printers; provides technical and procedural assistance and recommends solutions to correct malfunctions.

Actively participate in ITT projects from a technical perspective.

Ensure accurate entry and routing of customer requests. Participate in the administration of daily activities of staff including trouble ticket generation/resolution, equipment check-out/in and vendor relations. Document procedures used to resolve problems. Communicates with customers effectively in writing and verbally.

Be responsible for the configuration, implementation and support of Desktop computers used by security operations.

Participate in the administration of Help Desk staff training procedures, policies, and knowledge base materials. Participate in change management and disaster recovery processes.

Be responsible for triage, escalation, and notification for technical issues. Coordinates and/or performs hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.

Establish and enforce Help Desk service level agreements in consultation with customers to establish problem resolution expectations and time frames. Mentor and train Help Desk team members to ensure that customer service standards are maintained.

Be responsible for Active Directory updates. Provides 1st Level Cyber Security Support. Work closely with various IS administrators/service technicians, both internal and external, to provide hardware and software support to systems throughout the Airport. Order and maintain all Cell phones, Smart phones, and tablets.

Monitor technical support activities for computer systems and equipment to ensure proper functioning; communicates with users regarding resolution of problems, and continuously updates trouble tickets from Service Now. Prepare weekly reports on the Help Desk service level performance. Analyze performance of Help Desk activities and document resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems. Track and analyze trends in Help Desk requests and generate statistical reports.

Perform other functions outlined in the job classification

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