IT Service Desk Admin III

Job Summary 

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.  

Essential Job Functions  

• 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 

The above description covers the most significant duties performed but does not include other related occasional work that may be assigned or is completed by the employee.  

Position Requirements 

• High school diploma or equivalent; Bachelor’s degree in computer science preferred 

• Professional appearance and effective communication skills 

• 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 

Additional Information: 

Physical Demands:  

Minimum physical exertion. While performing the duties of this position, the employee is frequently required to sit, communicate, reach, and manipulate objects, tools or controls. The position requires mobility. Duties involve moving materials weighing up to 5 pounds on a regular basis. Manual dexterity and coordination are required over 75% of the work period while operating equipment such as computer keyboard and mouse.   

Work Environment:  

The working conditions will vary between an office environment and a remote home environment. The ideal protected indoor work environment is a clean, non-hazardous work area. The noise level in the work environment is typical of most office or remote home environments with telephones, personal interruptions, and background noises.  

EEO Statement: 

Truckstop.com provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.