IT Service Desk Admin III
About The Position
At Truckstop, we have transformed the entire freight-moving lifecycle with our SaaS solutions. From freight matching to payments and everything in between, we are the trusted partner for carriers, brokers, and shippers alike. We lead this industry forward with our One Team mindset committing to principles such as assume positive intent, have each other’s back, and be your authentic self. Our drive for greatness produces high expectations, yet our regard for humans is even higher. Join a team of brilliant minds and generous hearts who care deeply about other's success. This is a full-time, in-person role based at our Boise office (1444 S. Entertainment Ave., Boise, ID 83709). This position will provide first line technical support to internal customers and provide second line technical support to external customers. Responds to telephone calls, emails, and support tickets. Maintain desktop computers and applications for employees and the servers that support this desktop environment. Professionalism, customer service, and communication skills are essential.
Requirements
- High school diploma or equivalent
- Two years’ experience with PC hardware, software, and management
- Two years of end user interaction or customer service
- Punctuality and reliability to cover their scheduled shifts
- Knowledge of browsers, internet protocols, network troubleshooting, mobile device hardware and apps, mobile apps, ISP connections and methods, desktops and desktop software
- Must be or become familiar with company products and navigate the company’s programs and systems in a reasonable amount of time
- Must be able to communicate effectively verbally and in writing
- Ability to maintain composure under pressure and stress
- Proven ability utilizing empathy and positive regard in a variety of situations
- Exceptional customer service skills and continually displays a partner first mentality
- Embraces teamwork and can also work independently when necessary
- Strong organizational and process skills
- Maintain cooperative and effective working relationships within company
- Manage own time to meet department goals and deadlines
Nice To Haves
- Bachelor’s degree in computer science preferred
- Professional appearance and effective communication skills
Responsibilities
- Provide effective technical support to internal customers in person and over the phone, regardless of location
- When needed, support Level 2 in troubleshooting PC hardware, software and network connectivity
- Document support resolution within the SalesForce or Jira ticketing system
- Create and disable user accounts and workstations in Active Directory
- Create new email accounts, to include users, Microsoft 365 groups, distribution lists, and shared mailboxes
- Office 365 license management. Assign appropriate licenses to each user
- Manage access requests to Truckstop’s internal systems
- Password resets and walking internal customers through self-service resets
- Partner with Customer Support staff regarding technical issues experienced by our customers
- Effectively troubleshoot technical issues with the customer over the phone; often discussing issues with users of limited technical knowledge and log records of those issue
- Participate in UAT testing of products and document bugs for replication by development
- Project management including assessment, planning, documentation, scheduling, training, and effective execution
- Prepare and maintain documentation for supported environments
Benefits
- yearly bonus
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
