Technology Service Desk Tech II

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In this role on the IT Operations team, the primary responsibility of the Business Application Admin is to contribute and support the current suite of SaaS and COTS C7applications. This role assists in all aspects of SaaS and COTS management, including configuring, implementing, and supporting all consumers of those applications. Improves operational processes and supports critical business strategies by managing the development, implementation, and maintenance of applications systems.
Position Overview:
In this role on the IT Operations team, the primary responsibility of the Business Application Admin is to contribute and support the current suite of SaaS and COTS C7applications. This role assists in all aspects of SaaS and COTS management, including configuring, implementing, and supporting all consumers of those applications. Improves operational processes and supports critical business strategies by managing the development, implementation, and maintenance of applications systems.
Job Duties & Responsibilities:

• Customer Service - communication, timely resolution, professional demeanor, deliver instructions, and training
• Application Support - administer user accounts, on/off boarding, maintenance activities, triage, test, document
• Desktop Support - install, troubleshoot, configure, assembly/disassembly, imaging
• Teamwork - build processes, build procedures, build knowledge base material, cross train, support team efforts
• Site Support - lifecycle refresh, technical support, instruction, training

Required Skills:

• At least 3-4 years of relevant working experience in an IT support role
• Experience supporting Windows 10/11, MS O365, Active Directory, and MS Mimecast
• Strong problem solving skills
• Exceptional customer service skills
• Excellent verbal and written communication skills
• Self-managed, motivated and a team-oriented
• Ability to multi-task in a fast paced, fluid work environment
• Ability to follow tasks through to their completion with a high degree of accuracy and quality

Preferred Skills:

• Imaging and software deployment using Intune
• User, account, and software administration
• Basic knowledge of virtualization
• Basic knowledge with storage technologies
• Knowledge of ServiceNow ITSM software
• Working knowledge of IP phone configuration
• Basic knowledge of Cisco UCM and Unity administration
• Industry certifications: CompTIA A+, Network+, MCSA
• Basic knowledge of the ITIL framework and components
• Basic knowledge Windows Server administration and configuration

Work environment/physical demands summary:
This job operates in an office environment and uses a computer, telephone and other office equipment as needed to perform duties. The noise level in the work environment is typical of that of an office with an open seating floor plan. The employee may encounter frequent interruptions throughout the work day. The employee is regularly required to sit, talk, or hear.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a qualified individual with a disability, or Vietnam era or other protected veteran.
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