Service Desk Administrator 1

Position Summary

The Service Desk Administrator (SDA) provides an excellent customer experience by responding to and resolving incoming IT requests and alerts from customers via phone, email, and in‑person. The role involves diagnosing network, server, and workstation problems, troubleshooting complex issues, and handling a high volume of tickets and calls. It is comparable to a Help Desk Analyst, Tier 1 Help Desk, or Junior Network Administrator, with opportunities for advancement within Convergence.

Responsibilities

• Answer a high volume of inbound phone calls and emails from clients and perform initial troubleshooting on help desk tickets.
• Resolve customer tickets on first contact when possible, and determine when escalation to a System or Network Administrator or other support resource is required.
• Maintain accurate records of communication, resolution steps, assistance needed, and follow‑up actions.
• Ensure customer satisfaction with service, communication, and issue resolution.
• Perform other relevant job duties as assigned.

Required Skills

• Empathy, patience, and willingness to learn.
• IT background focused on network support, implementation, and both remote and onsite support.
• Familiarity with Active Directory and Microsoft 365 portal.
• Understanding of networking concepts.
• Knowledge of Group Policy.
• Strong documentation abilities.
• Experience with ticketing and Remote Monitoring & Management (RMM) systems.
• Ability to use Event Viewer for error checking and log review.
• Proficiency with Windows OS and common applications.
• Experience administering Windows desktop and server operating systems, Exchange, Office 365, backup solutions, routers, firewalls, and virtual/cloud technologies.
• Experience using a triaging or priority system to gauge client issues and impact.
• Apple macOS and iOS experience.
• Ability to work effectively both within a team and independently.
• Understanding of managed services versus typical break‑fix environments.
• Excellent verbal and written communication skills.
• Skill at defusing high‑stress situations and facilitating technical problem resolution.
• Self‑starter attitude with a positive outlook.

Qualifications

• High school diploma or equivalent.
• 2+ years of relevant experience (e.g., Service Desk Support Specialist, Help Desk Technician, Help Desk Analyst, Tier 2, or similar) in a tiered environment.
• Excellent troubleshooting skills for IT 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.

Preferred Qualifications

• Associate’s degree, college diploma, or higher in Information Technology.
• Background working within an IT managed services provider business model, particularly in an IT support role.
• Experience with ConnectWise, Kaseya, or other similar MSP tools and software.
• Knowledge and experience with Microsoft Office 365, Microsoft Azure, and other cloud service offerings.

Work Environment

Normal office conditions with regular sitting/standing at a desk and computer work. The role may require occasional lifting of equipment (10–50 lb) when on‑site. Hours can exceed normal working days during peak periods; on‑call or travel work may include nights or weekends. Regular interaction with colleagues and clients occurs via meetings, phone, and email, focusing on data collection, problem solving, needs analysis, and technical training development. Some travel to Convergence or client sites may be required.

Benefits

• Group benefits plans including medical, dental, vision, and 401(k).
• Education and certification reimbursement.
• Regular performance feedback through manager meetings and quarterly conversations.
• Opportunities to work with outstanding teammates in a selective, high‑performing environment.
• Frequent team‑building and company events, often inclusive of families.
• Culture of unity, transparency, and trust with strong leadership support for personal and professional growth.

Compensation

The compensation range includes a base salary plus variable compensation. Individual pay is determined by a combination of skills, experience, qualifications, and geographic location. Eligible employees may participate in variable incentive programs that reward individual and organizational performance. Convergence is committed to pay transparency and complies with all applicable pay‑transparency legislation.