Service Desk Administrator III

by

Oakwood, United States
King’s Hawaiian
Full time

Joining King’s Hawaiian makes you part of our `ohana (family). We are a family-owned business for over seventy years, respecting our roots while thinking about our future as we continue to grow and care for our customers and the communities we serve. Our `ohana members build an environment of inclusivity as they freely collaborate, pursue learning through curiosity, and explore innovation as critical thinkers. Beyond that, we are also passionate about supporting the long-term health and well-being of our employees and their families. If you’re excited to rise with our team, come and join our `ohana

Working under general supervision, the Service Desk Administrator III will have world class customer service, an advanced technical skill set, and can be a mentor and technical lead to junior staff. Day to day, this person will resolve high level problems and work on large scale projects. The ability to quickly incorporate new techniques and processes is a must. The candidate must be personable and can interact with each level of business from the front desk to the CEO. Employees in this position may interact with their leader when needed, to receive guidance and feedback. Some non-routine activities may require their leader’s advance approval, but routine decisions within the general scope of the role may be made independently. Service Desk Administrator III

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES

  • Respond to and provide exceptional service and technical support to end-users within our SLA.
  • Provide follow up as needed to confirm resolution of incidents and problems. Service Desk Administrator III
  • Record, track, and detail all actions taken, successful and unsuccessful, through the final resolution of all incidents, problems, and service requests.
  • Ensure all Service Desk processes are thoroughly documented and regularly improved. Service Desk Administrator III
  • Act as point of contact for priority issues impacting the business and liaison between the end-user and the broader IT organization.
  • Gather and document root cause analysis of major problems and incidents. Service Desk Administrator III
  • Plan and execute high level technical projects.
  • Implement and enforce client system standards and security policies under the direction of management.
  • Partner with other business and technology teams across the organization to deliver effective solutions. Service Desk Administrator III
  • Manage, organize, track, and maintain IT asset inventory to meet onboarding, break/fix, and upgrade needs.
  • Mentor and train entry level to Tier II Service Desk staff members.
  • Identify, recommend, develop, and implement IT end-user training programs.
  • Perform other duties as required or assigned which are reasonably within the scope of this role.

BASIC AND PREFERRED QUALIFICATIONS (EDUCATION and/or EXPERIENCE)

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  • Bachelor’s degree from an accredited 4-year college with 3 years equivalent relevant experience OR at least 5 years progressively responsible experience required.
  • ITIL 4 or similar certificate preferred. Service Desk Administrator III

ADDITIONAL QUALIFICATIONS (JOB SKILLS, ABILITIES, KNOWLEDGE)

  • Expert in customer service and technical support.
  • Expert written and verbal communication skills.
  • Expert analytical and problem-solving skills.
  • Proficient knowledge of Office 365 applications, Windows, and other relevant hardware and software.
  • Proficient knowledge of Microsoft 365, Exchange, OneDrive, SharePoint, Teams, and Zoom.
  • Proficient knowledge of ITIL Service Desk, Change, and Problem management processes.
  • Proficient knowledge of Azure, Active Directory, Group Policy Objects, Mobile Device Management, networking, and VoIP. Service Desk Administrator III
  • Proficient knowledge of user onboarding and offboarding within Active Directory. Service Desk Administrator III
  • Proficient knowledge of MacOS and iOS for end-user support and training.
  • Working knowledge of scripting languages, such as PowerShell.
  • Working knowledge of SCCM, Intune, and Windows Autopilot.
  • Ability to travel 20% of the time.
  • Ability to activate and amplify aloha via King’s values of excellence, dignity, saying it like it is in a way it can be heard; and curiosity, collaboration, critical thinking and emotional intelligence. Service Desk Administrator III

King’s Hawaiian is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for our ohana


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