IT Service Desk Executive

Patra Corporation; Cameron Park (CA); On-site; USD 52,000 - 72,000; Full time

Job summary

Patra Corporation is seeking an IT Service Desk Tier 1 specialist to provide first-level support for PC hardware, software, and network issues. You will diagnose problems, guide users through solutions, and coordinate with engineers to restore services.

The role requires mentoring junior staff, handling tickets promptly, and communicating clearly in English across channels (in person, chat, email, or phone). On-site work within Patra’s offices is expected.

Qualifications

• Graduates with CS or related degree preferred; if not, 4-6 years in IT Service Desk Tier 1.
• IT certifications like CompTIA A+ are a plus.

Responsibilities

• Manage Help Desk tickets in a timely manner.
• Provide technical assistance for computer systems, software, and hardware.
• Respond to queries via in person, chat, email, or phone.
• Walk customers through problem-solving steps.
• Maintain knowledge base and assist in patching and upgrades.

Skills

Communications skills

English proficiency

Troubleshooting

Education

Bachelor's degree in Computer Science or related field

Alternative: 4-6 years IT Service Desk Tier 1 Experience

Tools

ServiceNow

Remedy

Zendesk

Manage Engine

Job description

Patra Corporation is the worldwide leader in insurance back-office and account management business process outsourcing. Patra offers a wide range of services designed to lower costs, reduce risk and improve employee productivity through the transfer of account management and business support functions, such as policy checking, certificate issuance, eligibility processing, quality control and account audits, to operation centers in the US, India, and the Philippines.

Job Description

• Under general direction, performs a variety of computer systems administration and support tasks, including analyzing, constructing, documenting, testing, maintaining, troubleshooting, and supporting PC hardware, operating systems, software applications, peripherals, and communication devices for the entire organization.
• Performs a variety of project tasks and requires good communications skills with the ability to work with users diplomatically and skillfully. May interact with engineers (e.g., Network, System, Engineering, etc.) and/or applications development to restore service and/or identify and correct core problems.
• Simulates or recreates user problems to resolve operating difficulties and recommends systems modifications to reduce user incidents. Performs more complex operations and support activities such as maintaining and updating knowledge base articles and performing patching, upgrades, and software installs with elevated profile rights.
• Be a mentor to Tier 1 support team.

• Manage Help Desk tickets in a timely manner
• Willing to work in shifts between the hours of 6am – 6pm PST
• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Respond to queries either in person, chat, email, or over the phone.
• Respond to email messages for customers seeking help.
• Ask questions to determine the nature of the problem.
• Walk customers through the problem-solving process.
• Run diagnostic programs to resolve problems.
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Follow up with customers to ensure the issue has been resolved.
• Run reports determining malfunctions that continue to occur.
• Good command over written & verbal English communication
• Keep asset inventory of all equipment, software, and licenses
• Manage all installations, repairs, maintenance, and test tasks via a remote tool or in-person support at the User’s location or at Patra’s office
• Maintain user PCs, including upgrades and configuration as needed
• General awareness of computer systems, PC repair, and network management
• Ability deploy, configure, and support operating systems on desktop
• Understanding and appreciation for information security within systems and user devices.

Qualification:

• Graduate preferably in Computer Science or applications. If Graduate from another stream, need 4-6 yrs experience in IT Service Desk Tier 1 Support.
• IT Certifications such as CompTIA A+ would be a plus
• Experience working with at least one of the ticketing software ServiceNow, Remedy, Zendesk, or Manage Engine

Patra Corporation is an equal opportunity employer committed to celebrating diversity and creating a safe and inclusive environment for all employees.