Mid-Level Administrator

RESPONSIBILITIES

• Provide support in a professional IT service desk environment, handling tickets, service requests, knowledgebase updates, and asset management.
• Manage and resolve tickets in ServiceNow, ensuring adherence to Service Level Agreements (SLAs) and prioritizing customer satisfaction.
• Support and troubleshoot VTC and AV systems for HQ operations, ensuring high-quality audiovisual experiences.
• Coordinate and perform equipment changes in racks or as needed during high-volume work periods.
• Perform asset management duties, tracking IT hardware and software inventory to ensure accurate records and compliance with policies.
• Utilize IT Service Management (ITSM) tools, specifically ServiceNow, to support Incident Management, Problem Management, Knowledge Management, Asset Management, and Configuration Management.
• Assist with self-help services by providing users with knowledgebase articles, FAQs, and other resources to resolve common issues independently.
• Develop and update documentation, including ticket resolution notes, project planning materials, standard operating procedures, and performance metrics to improve service delivery.
• Support the creation and updating of end-user accounts, managing Active Directory permissions, email accounts, and remote access as needed.
• Support IT Asset Management through physical inventory, dispatch on-site support as needed, and ensure accuracy in asset management databases.

REQUIRED QUALIFICATIONS

• Experience:
• • Seven (7) relevant experience
• Certifications:
• • ServiceNow Certified Implementation Specialist - Software Asset Management or comparable certification
  • At least one of the following prior to onboarding
  • • CompTIA A+
    • CompTIA Network+
    • CompTIA Security+
• Education:
• • Associate degree in a relevant field preferred
• Clearance:
• • Must possess a Secret Clearance

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WORK ENVIRONMENT AND PHYSICAL DEMANDS

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Locations: San Fransisco, CA
• Type of environment: Office
• Noise level: Medium
• Work schedule: Schedule is day shift Monday – Friday. May be requested to work evenings and weekends to meet program and contract needs.
• Amount of Travel: Less than 10%

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to handle, feel, touch; reach with hands and arms; talk and hear. The employee is regularly required to stand; walk; sit; climb or balance; and stoop, kneel, crouch, or crawl. The employee is regularly required to lift up to 10 pounds. The employee is frequently required to lift up to 25 pounds; and up to 50 pounds. The vision requirements include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

WORK AUTHORIZATION/SECURITY CLEARANCE

U.S. Citizen

Secret clearance

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

EQUAL EMPLOYMENT OPPORTUNITY

In order to provide equal employment and advancement opportunities to all individuals, employment decisions will be based on merit, qualifications, and abilities. TekSynap does not discriminate against any person because of race, color, creed, religion, sex, sexual orientation, gender identity, protected veteran status, national origin, disability, age, genetic information or any other characteristic protected by law (referred to as “protected status”). This nondiscrimination policy extends to all terms, conditions, and privileges of employment as well as the use of all company facilities, participation in all company-sponsored activities, and all employment actions such as promotions, compensation, benefits, and termination of employment.

TekSynap is committed to ensuring that our online application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please contact hr@teksynap.com for assistance.