Service Desk TSA

Under the direct supervision of theIT Support Manager, theCorporate Technical System Administrator (TSA)will provide hands-on hardware and software technical support. This role is responsible for managing thedesktop support environment, with occasionalserver and network administrationto ensure business continuity. The ideal candidate will possessexcellent judgment and technical skills, enabling them to quickly evaluate situations and implement effective solutions. Additionally, the TSA will serve as anescalation point, site lead, and subject matter expertfor junior technicians. Key Responsibilities Develop, document, and maintainstandard operating procedures (SOPs)for troubleshooting desktop technologies, applications, and warehouse systems to drive continuous improvement.Provideservice and maintenancefor audio-visual equipment as needed.Serve as theEnterprise Single Point of Contact (SPOC)forPC/iPad procurement, distribution, recovery, and disposal.Maintain an accurate inventory ofactive and inactive equipmentin theConfiguration Management Database (CMDB)and ensure compliance withasset lifecycle policies.Utilize theServiceNow ITSM toolto monitor, assign, escalate, and resolveincidents and service requests.Fully document allservice management incidents and requestsin ServiceNow, including issue descriptions, troubleshooting methods, communications, and resolution actions.Assessincident impact and urgency, leveragingService Desk knowledge base articlesand SOPs for possible resolutions.Properly escalate and assign complex service requests to higher-tier support teams when necessary.Participate in ascheduled on-call rotationto provide after-hours and weekend IT support.Deliverworld-class customer serviceby being courteous, engaging, and solution-oriented.Mentor and trainTSA team members, ensuring adherence to service management policies and procedures.Troubleshoot and configuresoftware, printers, and connectivity-related issuesbeyond step-by-step instructions.Provide24/7 first-line supportforWarehouse Automation Technologies, includingphysical repairs of mechanical equipment.Act as thetechnical and project leadfor enterpriseIT initiativesat the market center level.Maintain a thorough understanding ofwarehouse network infrastructure,point-of-sale systems,data flows, andlogistics systems.Serve as theprimary escalation pointfor vendor and operations team communications during market centersystem outages.Ensure thatsecurity threats and vulnerabilitiesin market centers areremediatedto protect the enterprise environment.Occasionally travellocally and nationally(less than 5%). Core Competencies Support Continuous Improvement- Drive efficiency by improving existing processes and implementing change.Problem-Solving & Collaboration- Use metrics and critical thinking to make well-informed decisions.Results-Driven Execution- Accomplish goals with accuracy and efficiency.Planning & Prioritization- Optimize time management and adapt to shifting priorities.Effective Communication- Maintain clear and open communication with stakeholders.Professionalism- Demonstrate integrity, responsibility, and respect in all interactions.Customer Satisfaction- Build strong relationships and provide proactive support to internal and external customers. Qualifications & Skills Education & Experience Bachelor’s degreeinComputer Science, Information Technology, or a related field(or equivalent experience).5-7 yearsof combined experience inIT security, IT service management, or IT support.Alternatively,3+ yearsof experience as aTSA IIin the organization. Technical Skills Strongnetwork troubleshootingexperience, includingnetwork topology, TCP/IP, VLANs, and routing.Working knowledge ofvulnerability assessment, operating systems, networking, and incident response methodologies.Experience withITIL Service Management frameworks(Service Transition, Service Operations, and Continuous Service Improvements).Proficiency inServiceNow ITSM Suitefor incident tracking and resolution.Knowledge ofsecurity operations and compliance standards. Language & Reasoning Skills Ability to read and interprettechnical documents, business reports, and regulations.Strong technical writing skills for documentation and correspondence.Capable of analyzing complex technical issues and deriving solutions. Certifications (Preferred) A+, Security+, Network+, ITIL, MCP/MCSE, or equivalent technical certifications.Ability to obtain and maintainindustry certificationsas required

Created: 2025-11-26