Service Desk Administrator

Convergence Networks is one of North America’s leading managed service and managed security providers. We are a service company focused on helping clients leverage technology as a strategic tool and proactively protecting their business. We are fueled by providing outstanding service and sharing our passion for innovative technology as part of our integrated solutions.

The Service Desk Administrator (SDA) is responsible for providing excellent customer experience by responding to and resolving incoming IT requests and alerts from our customers over the phone, through email, and in person. You will work on a variety of technical issues, from diagnosing network, server, and workstation problems, to thinking outside of the box to troubleshoot solutions and resolving complex problems.

This job operates at a very fast pace, and you must be comfortable handling high volumes of request tickets and phone calls. This position is similar to a Help Desk Analyst, Tier 1 Help Desk or Junior Network Administrator and offers many opportunities to advance within Convergence.

• Answer a high-volume of inbound phone calls and emails from clients and perform initial troubleshooting on help desk tickets.
• Resolve customer tickets on the first contact, but also be able to determine when issue scope requires that a ticket be escalated to a System or Network Administrator or other support resource.
• Maintain accurate records on communication, resolution, assistance needed and follow-up.
• Ensure customer satisfaction with service, communication and issue resolution.
• Other relevant job duties as assigned.

• Empathy, patience, and willingness to learn
• IT background with a focus on network support, implementation, and remote as well as onsite support.
• Familiarity with Active Directory and MS 365 Portal
• Understanding of networking
• Familiarity with Group Policy
• Technical prowess
• Documenting
• Familiarity with a ticketing and RMM system
• Familiarity with Event Viewer (checking for errors, reviewing logs)
• Familiarity with Windows OS and common applications
• Experience with administering current Windows desktop operating systems, Windows server operating systems, Exchange, Office 365, and a variety of backup solutions, routers, firewalls, and virtual/cloud-based technologies.
• Experience using a triaging or priority system to gauge client issues and impact.
• Apple OSX and iOS experience.
• Ability to work effectively within a team as well as independently.
• Understanding of managed services and the value offered over a typical break-fix environment.
• Excellent communication (verbal and written)
• Skilled at defusing high-stress situations and facilitating resolution to technical problems.
• Willingness to learn, adjust, and grow with our company.
• Self-starter with a positive attitude.

• High school diploma or equivalent.
• 2+ years of relevant experience which may include Service Desk Support Specialist, Help Desk Technician, Help Desk Analyst, or Tier 2 (or similar) in a tiered environment.
• Excellent troubleshooting skills with IT and related hardware and software components (PCs, laptops, servers, firewalls, switches, routers, hard drives, Windows operating systems, etc.).
• Previous experience providing both onsite and remote/phone support in a fast paced, high volume environment.

• Associate’s degree/College diploma or higher in Information Technology.
• Understanding of, and a background in working within the IT managed services provider business model, particularly in an IT support role.
• Experience with Connect Wise, Kaseya, or…