IT, Implementation, and Support Technician III

SBM Offshore•Sacramento, CA

About The Position

Provides a combination of second and third line end-user IT support to SBM employees, both locally and remotely, as well as hands-on support with implementation & deployment responsibilities. Responsibilities include answering support phone calls and tickets for multiple IT supported services and environments including desktop, mobile devices, networks, telephony, applications, access, and general use questions. The technician will also play a critical role in learning and supporting SBM’s internal 4insite application. Responsible for working through and directing end users towards our helpdesk-ticketing queue. The technician III will manage final escalation tickets that could not be solved by other support technician tiers or directing to the correct process as required.

Requirements

Associate (2-year) degree, with a technical major, such as computer science, and 3-5 years related experience and/or training; or equivalent combination of education and experience
May be required to have a valid driver’s license
Intermediate knowledge of Microsoft products, laptop computers, and mobile devices.
Intermediate knowledge of enterprise computing environments and concepts (E.g. Active directory, networking)
Intermediate knowledge of basic computer administration tools and processes (E.g. Remote-control software)
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

Nice To Haves

CompTIA A+ or equivalent strongly preferred
CompTIA Network+ or Security+ preferred but not required

Responsibilities

Provide Tier II & Tier III support for the 4insite platform & IT related problems using technical knowledge and remote support tools to assist.
Manage & respond to support tickets using support ticketing systems and log all support interactions
Manage escalated tickets & assignments in coordination with other technicians, IT teams, or departments.
Provide end user training & guidance in self-service, best practices, applications, and operating system fundamentals.
Collaborate with Implementation Managers to onboard new clients, sites, or modules onto the 4insite platform.
Manage distribution of new 4insite software builds and deploy new mobile devices to keep up with demand.
Support area profiling, manage & input scope-of-work details.
Travel to customer sites (up to 20%) & document updates to support implementations & transitions and field support.
Deploy, configure, & maintain QR tags at customer sites.
Deploy and configure hardware (e.g., mobile devices, laptops) and software applications.
Configure 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.
Monitor asset assignments and ensure accurate reconciliation between users and equipment.
Assist with system auditing & prepare and distribute standardized reporting.
Identify inactive devices in computer management, MDM, and other systems as needed, and coordinate resolution with supervisors or HR.
Collaborate with mobile carriers and vendors to manage rates and service accuracy.
Independently research new technologies and best practices for review, testing, and implementation.
Independently work on assigned special projects associated with systems, hardware, software, and other technologies.
Assist in documenting & training for lower tier technicians in technical processes and resolutions in the course of ticket resolution.
Deploy, Investigate, document, and attempt resolution of incidents related to systems, access, or application issues, including OS, MS Office, or other SBM supported internal applications such as 4insite.
Investigate, document, and facilitate resolution of requests related to systems, access, licensing, or general IT requests in liaising for other IT teams.
Maintain operational procedures as detailed in internal documentation, SOPs, and policies, and participate in documentation efforts to improve guides, SOPs, and training materials.
On-call and after-hours maintenance participation may be required.