Help Desk Administrator (SST) in Charlotte, NC at Securitas Security Services USA

Date Posted: 7/9/2020

Job Snapshot

Job Description

Job Code: 93708591672

Category: IT

Manage daily activities of the SST Technology Support Desk, working closely with SST Management teams to improve service processes. Work with 3rd party technical service providers to optimize overall service delivery and manage costs.

ESSENTIAL FUNCTIONS

  • The functions listed describe the business purpose of this job or position.  Specific duties or tasks may vary and be documented separately.  An associate might or might not be required to perform all functions listed. Additional duties may be assigned, and functions may be modified, according to business necessity.
  • All assigned duties or tasks are deemed to be part of the essential functions, unless such duties or tasks are unrelated to the functions listed, in which case they are deemed to be other (non-essential) functions.
  • Associates are held accountable for successful job performance.  Job performance standards may be documented separately and may include functions, objectives, duties, or tasks not specifically listed herein.
  • In performing functions, duties, or tasks, associates are required to know and follow safe work practices, and to be aware of company policies and procedures related to job safety, including safety rules and regulations.  Associates are required to notify superiors upon becoming aware of unsafe working conditions.
  • All functions, duties or tasks are to be carried out in an honest, ethical, and professional manner, and to be performed in conformance with applicable company policies and procedures.  In the event of uncertainty or lack of knowledge of company policies and procedures, associates are required to request clarification or explanations from superiors or authorized company representatives.
  • Provide professional communication with customers, RTD’s and DM’s regarding ticket status.
  • Develop, maintain, and improve relations with 3rd party technical service providers.
  • Efficiently manage the cost for utilization of 3rd party technical services. 
  • Assist in monitoring and improvement of Service Level Agreements.
  • Work closely with the SST management team to ensure that processes are properly implemented and followed.
  • Schedule associates to ensure proper service desk coverage.
  • Monitor workload to ensure that calls are properly logged, quality assurance is performed, and open issues are resolved in a timely manner.
  • Interact with various groups to ensure information is properly communicated to staff to expedite resolutions.
  • Responsible for monthly reporting, ie. Access Security Request field audits, Technology Support Desk statistics, and solutions application activity.
  • Oversee Technology Support Desk projects as business needs mandate.
  • Travel approximately 5% of the time.
  • Prepare, monitor, and manage projects and project plans and provide training where required.
  • Interface with voice, telecommunications, and network personnel in support of hardware, services, and vendors as needed.
  • Support special projects, as needed
  • Complete other tasks as assigned

Job Requirements

Additional qualifications may be specified and receive preference, depending upon the nature of the position.

Education/Experience: 

  • High School Diploma or GED required. BA/BS preferred.
  • A background in a help desk environment or service delivery environment where the incumbent has had the opportunity to supervise employees and manage costs.
  • 2 years' experience preferred.

Competencies (as demonstrated through experience, training, and/or testing):

Technical

  • At least 2 years of previous experience in a Help Desk role and/or experience in service delivery (i.e. client or account management)
  • Budgeting to include cost oversight and cost reduction
  • Strong competency in MS Office Suite
  • Ability to manage time, multiple tasks and projects without supervision
  • Good troubleshooting techniques
  • Ability to pursue and achieve professional certifications

General

  • Strong oral, written, and presentation skills
  • Ability to demonstrate initiative, good judgment and sound decision making
  • Verbal skills and the ability to interact with the customer base on the telephone. Understand customer needs and respond in a professional and courteous manner.
  • Interpersonal skills with the ability to be an enthusiastic team player that works well with other members of the organization
  • Ability to understand the dynamics of the organization and adaptability to meet changing times.

Working Conditions and Physical/Mental Demands

With or without reasonable accommodation, it requires the physical and mental capacity to perform effectively all essential functions.  In addition to other demands, the demands of the job include:

  • Maintaining composure in dealing with authorities, executives, clients, staff, and the public, occasionally under conditions of urgency and in pressure situations.
  • Successful passage of background, reference, psychological, and controlled substance tests.
  • Required ability to handle multiple tasks concurrently.
  • Computer usage.
  • Handling and being exposed to sensitive and confidential information.
  • Regular talking and hearing.
  • Frequent sitting.
  • Occasional walking, reaching with hands and arms, stooping, kneeling, crouching, and crawling.
  • Frequent lifting and/or moving up to 10 pounds and occasional lifting and/or moving up to 25 pounds.
  • Close vision, distance vision, and ability to adjust focus.
  • Work primarily performed in an office environment.

EOE M/F/Vet/Disabilities