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Help Desk Administrator

2 months ago

Pleasanton, United States STN Incorporated Full time
Job DescriptionJob Description

COMPANY SUMMARY

If you are looking to be challenged and to grow professionally, and you want to be valued and recognized for your contributions, STN is looking for you.

STN recognizes our team members are our primary asset and we have built a compensation and benefits package designed to help our employees thrive both personally and professionally.  

JOB SUMMARY

The STN Help Desk Administrator is a team contributor who collaborates with other members of STN technical team, Project Management Office, and customer stakeholders. This role performs support of internal STN engineering team. There is also an aspect of planning, managing timelines, and allocation of resources.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Managed Services and Front-Line Support

Monitor and respond to business hours requests (75%)

·         Monitors the business hours support requests channels (phone, email, portal tickets) and provides first line support. Availability for after hours requests.

·         Assist in scheduling resources for projects - Plan for weekly allocations

·         Create/update tickets for engineers.

·         Review time entry (correct if needed)

·         Documents time and tracks requests from start to finish.

·         Track time for engineers.

·         Maintain Ticket queue and ensure support tickets remain on track

·         Produce reports about time allocation vs. time planned for efforts to ensure we are correctly calibrated.

·         Follow-up with engineers frequently to determine Ensures smooth transition when escalations occur and documents resulting procedures with the assistance of senior engineering.

·         Maintain engineering availability and coverage for support.

·         Participate when required on customer calls to understand engineer expectations.

·         Systems administrative tasks:

o   Manage, support, and maintain internal Linux based systems.

o   Manage, support, and maintain internal Windows based systems.

o   Manage, support, and maintain internal/customer Web Based SAAS solutions (NinjaRMM, Cohesity, Okta, AD, SentinelOne, etc.)

o   Provision and deliver internal/customer laptops.

o   Other internal/customer misc. technical or administrative tasks

Prepare and Reports (10%):

·         Create tickets for training/certifications

·         Schedule hours on calendars for training/cert activities

·         Track time spent on training/certification activities

·         Develop process for access of STN employees

·         Work with Engineering leadership to document RBAC needs

·         Create/Modify checklists for access to systems

Administration (10%):

·         Accurately fills out time tracking for billing purposes.

·         Maintains documentation for processes and procedures in the company confluence, noting adjustments and changes along the way.

·         Maintains due dates of tickets assigned in the portal.

·         Other duties as assigned.

Learning and Development (5%)

Research, document, and maintain current knowledge for:

·         Annual or longer-term individualized training programs including position specific workshops, seminars, and certification.

·         Regular review of individual progress plan with supervisor

·         Takes opportunities to learn from upper-level tiers with plans for promotion

BEHAVIOR STANDARD

Maintain a positive work atmosphere by acting and communicating in a manner so that the employee gets along with members, vendors, co-workers, and management. Maintains a positive public image when representing the company in public engagements.

SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities.

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 essential functions.

EDUCATION and/or EXPERIENCE

Qualified candidate will have the following:

·         At least two years of experience in troubleshooting and resolving basic systems and workstation issues.

·         At least a two-year degree (AA or AS) or equivalent work experience in the technology field.

PERSONAL SKILLS

Qualified candidate will have the following:

·         Intuition and keen instincts regarding customer service.

·         Excellent written communication skills.

·         Excellent listening skills.

·         Strong interpersonal and oral communication skills; with a focus on communicating to technical and non-technical users alike.

·         Excellent analytical and problem-solving skills.

·         Ability to effectively prioritize and execute tasks in a fast-paced environment.

·         Ability to conduct research into systems issues as required.

·         Highly self-motivated and directed.

PREFERRED QUALIFICATIONS

In depth knowledge of internally used applications, systems, and standard network protocols to produce solutions that are or can be considered industry standards. Possesses proactive initiative and deductive reasoning. The candidate must have the ability to work autonomously with favorable results.

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. Occasional lifting of up to 50 lbs may be required for onsite deployments.

While performing the duties of this job, the employee is frequently required to sit and use hands to finger, handle, or feel. The employee is occasionally required to stand, walk, and talk or hear. Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus or is corrected by correctional eyewear.

WORK ENVIRONMENT 

The above primary duties, responsibilities, and position requirements are not all inclusive.

Ability to meet the physical demands of this position including:

·         Occasional weekend work may be required for large deployments to adhere to maintenance windows.

·         40-hour work week and participation in rotation of on call duties.

·         Sitting for extended periods of time.

·         Dexterity of hands and fingers to operate a computer keyboard, and mouse.

·         Travel may be required for data center and onsite customer support.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Individuals who receive job offers will be required to complete pre-employment screening that includes a background check verifying name, residences, education, work experience, and criminal convictions consistent with the Fair Credit Reporting Act.

STN offers a high-growth environment with excellent compensation and eligibility for our 401(k), health/dental insurance, and more. 

STN Inc. is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity Employer, making decisions without regard to race, color, religion, sex, national origin, age, veteran status, disability, or any other protected class.

·         Excellent and keen attention to detail.

·         Skilled at working within a team-oriented, collaborative environment.

·         Strong organizational skills.

Company DescriptionSTN is an equal opportunity IT Solution Provider based in Pleasanton, CA.Company DescriptionSTN is an equal opportunity IT Solution Provider based in Pleasanton, CA.