Help Desk Tech III
Company: SBM Management
Location: Sacramento
Posted on: May 4, 2024
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Job Description:
Description
Position at SBM Management
The Help Desk Technician III will provide end user IT support to
SBM employees, both locally and remotely. The tech III will be
responsible for ensuring that executive employees' systems and
devices are functioning properly. Tasks 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 Tier III tech will manage 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.
Responsibilities:
Provide support for IT related problems for executive staff. Using
technical knowledge and remote support tools to assist, attempt
resolution of problems related to system issues or application
related issues, including OS, MS Office, or other SBM supported
internal applications
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
Support end users with virus/malware related issues and help repair
systems and train end users on safe and secure IT behaviors
Configure hardware, devices, peripherals, services, settings,
directories, storage, etc. in accordance with standards and
project/operational requirements. Participate in the PC Imaging
process for desktops and laptops
Provide user account, passwords, and access as requested, using
standard procedures
Maintain end user installation and configuration procedures,
documentation, and training information
Perform routine system monitoring of systems, standard processes,
and scheduled jobs for executive staff
Ensure all executive staff systems are routinely backed up and
readily available
Assist in the repair and recover from hardware or software failures
and system outages, by coordinating and communicate with impacted
constituencies
Log all help desk interactions
Maintain operational procedures
Prepare and distribute standard activity and customized reports
Work under the general supervision of the IT Director and Help Desk
Manager, directly with the Network Engineer and Systems
Administrator
Review technical manuals to learn correct settings for
equipment
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
May be required to have a valid driver's license
Advanced knowledge of Microsoft Office products, desktop computers,
and mobile devices.
Basic familiarity with networked/distributed computing environment,
and concepts; for example, can remove malware from a computer, can
image a laptop, and can setup printers
Familiarity with most basic system administration tools and
processes; for example, can reboot/shut down a machine, add and
remove user accounts, use backup programs
Fundamental understanding of an operating system
As systems are changed and upgraded it is required to stay current
on knowledge of the environment being supported
Excellent customer support skills
Compensation: $36.06 per hour
Shift: 1st
SBM Management Services, LP and its affiliates are proud to be
equal opportunity workplaces. We are committed to equal employment
opportunity regardless of race, sex, color, ancestry, religion,
national origin, sexual orientation, citizenship, age, marital
status, disability, gender identity, Veteran status, or other
legally protected status.
Keywords: SBM Management, Merced , Help Desk Tech III, Other , Sacramento, California
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