Service Desk Administrator

Summary

The Service Desk Administrator I is responsible for providing first-level technical support across regional offices. This role serves as the initial point of contact for end users, and ensures employees remain productive in both in‑office and remote environments. Responsibilities include resolving immediate technical issues, provisioning and configuring equipment, and supporting connectivity to virtual workstations. As part of a two-tier support structure, this role independently resolves routine issues and escalates more complex matters to Tier 2 support with appropriate documentation.

This position includes participation in an on‑call rotation to support after‑hours technical needs.

• Serve as the first point of contact for all IT support requests, delivering assistance via phone, email, and remote support tools.
• Troubleshoot and resolve common issues related to Windows 11, Microsoft 365 applications (including Outlook, Teams, and One Drive), and general hardware performance.
• Support end users in accessing virtual desktop environments via Citrix, including diagnosing session errors and resolving peripheral redirection issues (e.g., monitors and printers).
• Image, configure, and deploy laptops using SCCM to support new hires and replacement devices.
• Coordinate and execute employee onboarding and offboarding processes, including account provisioning/deactivation, hardware setup, and equipment recovery.
• Perform routine user account administration, including password resets, multi‑factor authentication (MFA) setup, and permission updates within Active Directory and Entra  (Azure AD).
• Provide remote support and periodic on‑site assistance for office hardware, including printers, plotters, and conference room technology.
• Assist remote employees with troubleshooting home office setups, including docking stations and Citrix connectivity.
• Maintain accurate IT asset inventory, including tracking, shipping, and receiving laptops and peripherals across office locations.
• Document all support activities within the ticketing system; when escalation is required, provide Tier 2 support with detailed summaries of troubleshooting steps performed.

• 1–5 years of experience in a help desk or IT support role.
• Demonstrated knowledge of Windows 11 and Microsoft 365 applications.
• Experience supporting Citrix or other virtual desktop infrastructure (VDI) environments preferred.
• Familiarity with SCCM for device imaging and deployment.
• Working knowledge of Active Directory, including user and group management.
• Strong written and verbal communication skills, with the ability to convey technical information to non‑technical users.
• Strong customer service skills.
• Relevant industry certifications (e.g., CompTIA A+) are preferred but not required.
• Valid driver’s license in the state of residence and a reliable means of transportation to travel for company business.

Collaborates effectively with Service Desk Administrators, Infrastructure Administrators, and Application Administrators to resolve technical issues impacting internal staff. May interact with clients and external vendors regarding technical matters as needed. Provides input and feedback to the Senior IT Manager on support operations and service delivery.

This position operates under the day‑to‑day supervision of the Senior IT Manager. The Service Desk Administrator I is expected to complete assigned tasks accurately and in a timely manner, exercising sound judgment in routine situations. Guidance should be sought from the Service Desk Administrator II or Senior IT Manager for non‑standard or complex issues. Limited interaction with external vendors and suppliers may be required in support of technical operations.

Work is performed primarily in an office environment and requires the use of standard office and IT equipment. Regular travel to regional office locations is required to provide on‑site technical support and maintenance. The work environment is typically climate‑controlled with adequate lighting and moderate noise levels.…