Service Desk- TSA

Job Title: Technical Systems Administrator

Location: Dearfield, FL – Onsite

Compensation: $30-$35 per hour

Role Overview

the Technical Systems Administrator (TSA) serves as a critical member of the corporate IT support function, providing hands-on technical expertise across hardware, software, and infrastructure environments. This role is responsible for managing and supporting the desktop environment, performing minor server and network administration, and ensuring business continuity through rapid issue resolution.

The TSA acts as a senior escalation point, site lead, and subject matter expert, providing guidance and direction to junior technicians while maintaining the highest standards of service delivery.

Key Responsibilities

• Develop, document, and maintain standard operating procedures (SOPs) for troubleshooting end-user technologies, applications, and warehouse systems to drive continuous improvement.
• Install, maintain, and support audio-visual systems as required.
• Serve as the enterprise single point of contact (SPOC) for PC and iPad procurement, deployment, recovery, and end-of-life disposal.
• Maintain accurate asset records within the CMDB and manage equipment lifecycle compliance, including participation in annual CAPEX and IT budget planning.
• Actively monitor, triage, assign, escalate, and manage incidents and service requests through the ServiceNow ITSM platform.
• Ensure complete and accurate documentation of incidents, troubleshooting actions, user communications, and resolutions within ServiceNow, including authoring knowledge base articles when applicable.
• Perform timely incident acknowledgment and impact assessment to prevent outages and minimize business disruption.
• Escalate issues appropriately to higher-tier support teams when resolution exceeds TSA scope.
• Participate in an on-call rotation to provide after-hours and weekend support as required.
• Deliver exceptional customer service through professional, courteous, and empathetic interactions with internal associates.
• Mentor and train junior team members, reinforcing adherence to established service management policies and procedures.
• Troubleshoot and resolve complex software, printer, and connectivity issues beyond scripted or basic support processes.
• Provide 24/7 first-line support for warehouse automation systems, including physical repairs of mechanical equipment when necessary.
• Serve as the technical and project lead for site-level enterprise IT initiatives, maintaining strong collaboration with cross-functional teams.
• Demonstrate deep understanding of warehouse networked devices, POS infrastructures, and data flows across logistics and distribution systems.
• Act as the primary escalation point for vendors and operational teams during system outages.
• Identify and remediate security vulnerabilities to safeguard the enterprise environment.
• Travel locally and nationally as needed (less than 5%).
  
  

Required Competencies

• Continuous Improvement: Proactively enhancing processes to drive operational efficiency.
• Collaborative Problem Solving: Using data, metrics, and stakeholder input to reach informed decisions.
• Execution Excellence: Delivering accurate, timely, and high-quality results.
• Planning & Prioritization: Effectively managing time and adapting to shifting priorities.
• Clear Communication: Maintaining transparent, consistent, and professional communication.
• Professionalism: Upholding integrity, accountability, and respect in all interactions.
• Customer Focus: Strengthening internal and external relationships through proactive, service-oriented behaviors.
  
  

Qualifications

Education & Experience

• Bachelor’s degree in Computer Science, Information Technology, or a related discipline, or equivalent professional experience.
• 5–7 years of combined experience in Information Technology, Information Security, and IT Service Management, or 3 years as a TSA II (or equivalent senior role).
• Strong understanding of networking fundamentals, including TCP/IP, VLANs, routing, and network topologies.
• Experience with vulnerability assessment, operating systems, and incident response methodologies is preferred.
• Working knowledge of ITIL frameworks, including Service Transition, Service Operations, and Continual Service Improvement.
  
  

Technical Skills

• Proven experience supporting enterprise computing systems, networking environments, and security operations.
• Ability to apply information security concepts in a practical, operational environment.
  
  

Language & Reasoning Skills

• Ability to interpret technical documentation and policies, produce clear written reports, and present information to diverse audiences.
• Strong analytical and problem-solving skills, with the ability to evaluate complex technical scenarios and reach sound conclusions.
  
  

Certifications

Preferred But Not Required

• Industry-recognized certifications such as CompTIA A , Network , Security , ITIL, Microsoft MCP/MCSE, or equivalent credentials.
• Additional Notes Work Schedule: Fully onsite, Monday – Friday, 8:00 AM – 5:00 PM
  
  

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