IT Service Desk Executive Tier 1

Patra Corporation•El Dorado Hills, CA

About The Position

Patra Corporation is the worldwide leader in insurance back-office and account management business process outsourcing. Patra offers a wide range of services designed to lower costs, reduce risk and improve employee productivity through the transfer of account management and business support functions, such as policy checking, certificate issuance, eligibility processing, quality control and account audits, to operation centers in the US, India, and the Philippines. Under general direction, performs a variety of computer systems administration and support tasks, including analyzing, constructing, documenting, testing, maintaining, troubleshooting, and supporting PC hardware, operating systems, software applications, peripherals, and communication devices for the entire organization. Performs a variety of project tasks and requires good communications skills with the ability to work with users diplomatically and skillfully. May interact with engineers (e.g., Network, System, Engineering, etc.) and/or applications development to restore service and/or identify and correct core problems. Simulates or recreates user problems to resolve operating difficulties and recommends systems modifications to reduce user incidents. Performs more complex operations and support activities such as maintaining and updating knowledge base articles and performing patching, upgrades, and software installs with elevated profile rights.

Requirements

Graduate preferably in Computer Science or applications. If Graduate from another stream, need 1-2 years’ experience with Computers

Nice To Haves

IT Certifications such as CompTIA A+ would be a plus
Experience working with at least one of the ticketing software ServiceNow, Remedy, Zendesk, or Manage Engine would be a plus

Responsibilities

Manage Help Desk tickets in a timely manner
Willing to work in shifts between the hours of 6am – 6pm PST
Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
Respond to queries either in person, chat, email, or over the phone.
Write training manuals.
Respond to email messages for customers seeking help.
Ask questions to determine the nature of the problem.
Walk customers through the problem-solving process.
Run diagnostic programs to resolve problems.
Follow up with customers to ensure the issue has been resolved.
Run reports determining malfunctions that continue to occur.
Good command over written & verbal English communication
Keep asset inventory of all equipment, software, and licenses
Manage all installations, repairs, maintenance, and test tasks via a remote tool or in-person support at the User’s location or at Patra’s office
Maintain user PCs, including upgrades and configuration as needed
General awareness of computer systems, PC repair, and network management
Ability deploy, configure, and support operating systems on desktop
Understanding and appreciation for information security within systems and user devices.