Service Desk Administrator

Job Description:

This is an at-will, nonpartisan position in the Senate Business Office (SBO). The SBO oversees the general administrative operations of the Michigan Senate and includes the Facilities & Services, Finance, Human Resources, Office of the Director, Senate Information Services, and Senate Police departments.

• Under the direction of the Director of the Senate Business Office, Senate Information Services (SIS) Director, and IT Operations Manager, and supervised by the Service Desk Supervisor, the Service Desk Administrator acts as the primary escalation contact for the Service Desk Analysts. The Service Desk Administrator also provides end user support, manages user access, and integrates Active Directory with identity management systems ensuring it is in sync with other directories.
  
  The Service Desk Administrator provides formal classroom instruction and informal one-on-one training on computer software. The Service Desk Administrator prepares training materials, including revisions to existing documentation and creation of new documentation.
• Manages customer expectations in a positive and friendly manner, setting the organizational standard for customer engagement, and serving as a professional communication channel between end users and SIS
• Provides end user support and user access management
• Triages service requests and incidents appropriately, using ITIL methodology in the ITSM tool
• Provides first call resolutions, doing appropriate troubleshooting when possible and escalates as necessary
• Provides advanced technical and troubleshooting assistance related to computer hardware and software, and other tech tools and products
• Integrates Active Directory with identity management systems within various software applications, ensuring Active Directory is in sync with other directories
• Maintains access control lists, security groups, permissions, and structure of current on-premises mapped drives and/or cloud file shares
• Creates and maintains scripts that automate the end user lifecycle, including Human Resources Information Systems (HRIS) integration
• Manages all aspects of the end user lifecycle, including account access and mail forwarding
• Evaluates AD and OS administrative tasks performed by Service Desk and Technical Service staff and develops automated procedures to reduce steps, eliminate redundancy, and foster standardization
• Coordinates with Human Resources to maintain a current and accurate end user listing in Active Directory
• Monitors all relevant automations to ensure continuous operation; troubleshoots and resolves issues
• Develops new ways to automate routine tasks
• Researches acute technical problems such as inconsistent email retention, cluster communication failures, and public folder replication issues
• Assists and trains Service Desk Analysts in areas of advanced troubleshooting
• Provides cross functional tier one and tier two to process service requests and issues
• Develops and maintains accurate and relevant Service Desk knowledge documents
• Identifies problems, incidents, and requests correctly; then categorizes and prioritizes them in the ITSM tool
• Seeks knowledge and education to improve Service Desk competence and improve first call resolution
• Ensures tickets are resolved following approved procedures
• Coordinates ticket escalations, outages, and other technical communications to affected end users
• Provides on-site technical assistance on the Senate Chamber floor during Session
• Advises on written and interactive training materials and technology tip sheets; prepares new training materials and reviews existing documentation for revisions and updates

• Evaluates new or upgraded versions of software and produces written reports on user functionality
• Assists in maintaining an inventory of IT hardware and software assets
• Provides computer onboarding for new employees to familiarize them with Senate-related applications and sites
• Participates in special projects as assigned
• Performs other duties as assigned by the Service Desk Supervisor or IT Operations Manager

• Associate Degree in a related technical field or…