Service Desk Technician III
| Company | Prometheus Real Estate Group |
|---|---|
| Location | San Mateo, CA, USA |
| Salary | $35.25 – $44 |
| Type | Full-Time |
| Degrees | Associate’s |
| Experience Level | Senior |
Requirements
- Associate’s degree in management information systems or computer science preferred.
- Required certifications such as A+, Network+, Security+, and ITIL
- 5+ years of relevant experience within desktop support and troubleshooting.
- 5+ years of relevant experience within support for computing hardware and software including asset inventory and license tracking.
- 3+ years of experience in managing projects with responsibilities to do with Service Desk
- 5+ years of experience with IT Service Management ticketing systems.
- Fundamental knowledge of Information Security
- Able to prioritize, multi-task, and meet deadlines effectively.
- Strong communication and interpersonal skills to manage relationships internally and externally.
- Problem-solver who can thrive in a fast-paced environment.
Responsibilities
- Analyzes, troubleshoots, and resolves complex incidents and service requests related to software, hardware, networking, cloud services, security policies, and enterprise applications.
- Addressing and resolving these incidents in a timely manner, ensuring proper logging, categorization, prioritization, and escalation when necessary.
- Engage appropriate IT resources or vendor support to fulfill service requests in a timely manner.
- Administer and support enterprise software solutions, cloud-based IT environments, and IT security best practices.
- Create, update, and maintain comprehensive technical documentation to ensure accuracy, consistency, and accessibility of troubleshooting guides, and configuration records.
- Develop and document new or updated technical processes by analyzing current workflows, identifying inefficiencies and implementing streamlined procedures as necessary.
- Establish new or best practices based on emerging technologies and industry experience by evaluating areas of opportunity to improve or enhance IT support and service desk efficiencies.
- Collaborate with internal IT teams and business stakeholders to support and lead successful implementation of IT services enhancements.
- Participate and lead Service Desk related projects.
- Serve as a mentor and escalation point for other Service Desk Technicians by fostering their growth while helping handle complex technical issues that require advanced troubleshooting or analysis to find a resolution.
Preferred Qualifications
- Associate’s degree in management information systems or computer science preferred.