IT Service Desk Admin III

Benefits

Additional Information

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. Please note: This is a full-time, in-person role based at our Boise office (1444 S. Entertainment Ave., Boise, ID 83709). 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 li" data-ccp-parastyle-defn="{"ObjectId":"8d7a56e0-a7b7-54f4-a484-015288fb6a82|1","ClassId":1073872969,"Properties":[268442635,"22",469777841,"Times New Roman",469777842,"Times New Roman",469777843,"Times New Roman",469777844,"Times New Roman",469769226,"Times New Roman",469775450,"ul > li",201340122,"2",134233614,"true",469778129,"ulli",335572020,"1",469778324,"Normal"]}">Provide effective technical support to internal customers in person and over the phone, regardless of location li">When needed, support Level 2 in troubleshooting PC hardware, li">software li"> and network connectivity li">Document support resolution within the li">SalesForce li"> or Jira ticketing system li">Create and disable user accounts and workstations in Active Directory li">Create new email accounts, to include users, Microsoft 365 groups, distribution lists, and shared mailboxes li">Office 365 license management. Assign li">appropriate licenses li"> to each user li">Manage access requests to Truckstop's internal systems li">Password resets and walking internal customers through self-service resets li">Partner with Customer Support staff li">regarding li"> technical issues experienced by our customers li">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 li">Participate in UAT testing of products and document bugs for replication by development li">Project management including assessment, planning, documentation, scheduling, training, and effective execution li">Prepare and li">maintain li"> 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 li">High school diploma or equivalent; li">Bachelor's degree in computer science li"> preferred li">Professional appearance and effective communication skills li">Two years' experience with PC hardware, software, and management li">Two years of end user interaction or customer service li">Punctuality and reliability to cover their scheduled shifts li">Knowledge of browsers, internet protocols, network troubleshooting, mobile device hardware and apps, mobile apps, ISP connections and methods, li">desktops li"> and desktop software li">Must be or become familiar with company products and navigate the company's programs and systems in a reasonable amount of time li">Must be able to communicate effectively verbally and in writing li">Ability to li">maintain li"> composure under pressure and stress li">Proven ability li">utilizing li"> empathy and positive regard in a variety of situations li">Exceptional customer service skills and continually displays a partner first mentality li">Embraces teamwork and can also work independently when necessary li">Strong organizational and process skills li">M li">aintain cooperative and effective working relationships within company li">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 env

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