Service Desk Administrator

The Service Desk Administrator provides technical oversight and guidance to other Service Desk team members and applies specialized knowledge and skills to resolve escalated end-user support issues and complex requests. This role also helps improve overall operational efficiency by minimizing the number of issues escalated to senior technical resources.

• Stay up to date on the latest technologies through ongoing education.
• Maintain and update system documentation and service ticket records.
• Work with the team and elevate issues as needed with the assistance of management.
• Assist in creating and updating knowledge articles to be used by other Service Desk personnel.
• Follow standard operating procedures as documented in the Knowledge Management System.
• Manage the impact, risk, and implementation of complex change requests.
• Troubleshoot and resolve problems reported by two or more users as quickly as possible.
• Troubleshoot and resolve escalated incidents to restore service as quickly as possible.
• Classify and triage escalated incidents, problems, and complex requests.

• At least 2 certifications from leading vendors such as Apple, CompTIA, or Microsoft are required.
• A minimum of 6 years of professional ITSM experience is required. MSP experience is preferred.
• Must have at least a high school diploma or GED. Associate degree or better is preferred.
• Must have advanced experience in at least one or more technical specialties.
• Must have intermediate experience with each of the following:
• System hardware, software, and operating systems
• Cloud solutions such as Office 365 and Google Apps
• Networking concepts such as TCP/IP, DNS, and DHCP
• Active Directory and Group Policy administration
• Switches, firewalls, and advanced infrastructure
• Cloud-based data centers such as Azure and AWS
• Server applications such as SQL Server and RDS
• Voice technologies and phone systems
• Meets organizational expectations for attendance, quality, and performance.
• Able to work effectively as part of a team, communicate effectively, and maintain a high attention to detail.
• Makes effective use of time and completes tasks efficiently and on time.
• Able to understand the perspective of end users in all service interactions.
• Able to function effectively in a fast-paced environment.

• Strong technical background.
• Experience with MDM deployments and/or networking technologies, including firewalls and switches.
• Customer-facing experience preferred.

• 3–4 days onsite supporting customers is required.
• Remote work is available when not onsite, supporting customers outside the local area.