Service Desk – TSA (South Carolina)


The Intersect Group is seeking a Service Desk – TSA (South Carolina) to work for our client in West Columbia, South Carolina. The Service Desk – TSA will be responsible for hands-on hardware and software technical support. This position is responsible for managing the desktop support environment including minor server/network administration as needed to support business continuity. The Service Desk – TSA will also serve as an escalation point, site lead and subject matter expert for other junior technicians.

Responsibilities of the Service Desk – TSA (South Carolina)       

  • Define, document, and maintain standard operating procedures on troubleshooting supported desktop technologies, applications, and warehouse systems for continuous improvements
  • Help to service and maintenance audio-visual equipment as needed
  • Will be the Enterprise SPOC for PC/IPad procurement, distribution, recovery as well as disposal
  • Ability to account for all active or inactive equipment in the CMDB; maintain asset and equipment end-of-life compliance procedures and participate in yearly CAPEX and IT budget requirements
  • Will continuously monitor, effort, assign/re-assign, escalate, etc. Incidents/Requests with ServiceNow ITSM tool
  • Fully document all service management incidents and requests in ServiceNow ITSM Suite; including issue description, troubleshooting methods performed, communications sent to associates, and actions taken to final resolution, including knowledge base learnings if appropriate
  • Timely acknowledgment and triage of service management incidents to determine the proper impact and urgency to recovery and prevent system outages. Search Service Desk knowledgebase articles, SOP’s for possible incident resolutions
  • Responsible for properly determining and assigning higher tiered service management incidents/requests to responsible assignment groups if the resolution cannot occur at the TSA level
  • Willingness and availability to serve in an on-call scheduled rotation that provides night and weekend support coverage to our associates as needed
  • Provide effective world-class customer service to all our associates by being courteous, polite, engaging, and compassionate
  • Assist in the mentoring and training of all TSA II team members. Ensure that all TSA II’s are adhering to established service management policies and procedures for processing, escalating, notifying, and closing incidents/requests
  • Responsible for troubleshooting and configuring software, printer, and connectivity related issues beyond step-by-step instructions
  • Provide 24X7 first-line support for all Warehouse Automation technologies which includes physical repairs of mechanical equipment as needed
  • Maintain and demonstrate excellent teamwork and collaboration while serving as the individual market center technical/project lead for enterprise IT initiatives
  • Thorough understanding of warehouse networked equipment and internal data flows; a point of sales infrastructures, mainframe data collections, and data mining transfers to warehouse logistic systems and distribution repositories
  • Act as the primary escalation point for vendor and operations team communications during individual market center system outages
  • Maintain and ensure market centers security threats and vulnerabilities are remediated to safeguard enterprise environment
  • Willingness to travel locally and nationally, less than 5%.

Requirements of the Service Desk – TSA (South Carolina)               

  • Bachelor’s degree from an accredited college or university, or equivalent experience. A degree in Computer Science, Information Technology, Computer/Data Systems Management, or a related field or discipline is preferred
  • A minimum of 5 – 7 years of combined experience in information security, information technology, and IT Service Management
  • High-level understanding and experience of network troubleshooting, network design topology and terminologies, TCP/IP knowledge, VLANS, and routing
  • Technical skills in vulnerability assessment, networking, operating systems, and incident response methodology are desired
  • Working technical knowledge and experience in information technology, computing systems, network technology, security operations, security technology, and the application of information security concepts
  • Incumbent will have exposure to ITIL foundational structures including Service Transition, Service Operations, and Continual Service Improvements
  • Language Skills: Ability to read and interpret documents (such as general business periodicals, professional journals, technical procedures, or governmental regulations), write routine reports and correspondence, and to present information and respond to questions from groups of managers, clients, customers, and the general public
  • Mathematical Skills: Ability to work with mathematical concepts (such as probability and statistical inference, fundamentals of plane and solid geometry, and trigonometry) and apply concepts (such as fractions, percentages, ratios, and proportions to practical situations)
  • Reasoning Ability: Ability to define problems, collect data, establish facts, draw valid conclusions, interpret an extensive variety of technical instructions (in mathematical or diagram form), and to deal with several abstract and concrete variables in situations where only limited standardization exists.
  • Certificates, Licenses, Registrations: systems certifications or relevant IT certifications are a plus; technical certifications such as A+, Security+, Network+, ITIL, Microsoft MCP/MCSE or other related industry certifications, and ability to maintain those certifications


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