Service Desk Administrator

Department: Business Enablement / Digital & Information Technology

Employment Type: Contract / Contract-to-Hire

We are seeking a customer-focused Service Desk Administrator to support employees across the organization by delivering exceptional IT support and ensuring a positive employee experience. This role serves as a key liaison between business users and IT teams, providing technical assistance, coordinating onboarding activities, supporting software administration processes, and driving service improvements.

The ideal candidate is highly organized, detail-oriented, and enjoys helping users resolve technology-related issues while improving operational efficiency.

• Serve as a primary point of contact for IT support requests, incidents, and escalations, ensuring timely and effective resolution.
• Build strong relationships with internal stakeholders and collaborate with IT teams to deliver a high-quality employee support experience.
• Support employee onboarding activities, including account setup, equipment coordination, and technology orientation.
• Assist with IT software licensing, renewals, approvals, and administrative processes.
• Provide end-user support and training for IT tools, hardware, software, and collaboration technologies.
• Support Microsoft Teams and assist with Audio-Visual (AV) technology troubleshooting and meeting support.
• Identify opportunities for process improvement and participate in initiatives that enhance service delivery and operational efficiency.
• Assess user needs and recommend improvements to IT services, processes, and support models.
• Assist with special projects and other technology-related initiatives as assigned.

• 4+ years of experience in an IT support, service desk, help desk, desktop support, or administrative technology support role.
• Strong customer service mindset with a focus on delivering an excellent employee experience.
• Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users.
• Strong troubleshooting, organizational, and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced environment.
• General knowledge of IT hardware, software, connectivity, and desktop support environments.
• Ability to work independently and collaboratively within a team setting.
• Willingness to travel occasionally as needed.

• Hands-on experience with Service Now
  .
• Experience supporting Microsoft Teams and collaboration technologies.
• Experience with process improvement initiatives and service delivery enhancements.
• Working knowledge of desktop operating systems, hardware, and end-user support tools.

• High School Diploma or GED required.
• Candidates with advanced graduate degrees may be considered overqualified for this position.