Service Desk Administrator 2

About the role

Position Summary 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 resolve complex problems.

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 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.

Skills

• 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

Work Environment

Normal office working conditions. Work requires regular sitting/standing at a desk, working with a computer. This position requires standing, walking, sitting, using hands, seeing, reaching, talking, writing, and hearing; it may require occasionally carrying or lifting equipment (10-50 pounds) if working on-site. Position may require hours that exceed normal working hours per day during peak periods; on-call or travel work may include nights or weekends. Position requires regular contact with others - in meetings, by phone or by email. Interactions focus on data collection, problem solving, needs analysis and technical training development. Interactions are initiated in person or electronically. Position may require some travel to Convergence or client sites.

Benefits

• Group benefits plans including medical, dental, vision, and 401k
• Education and certification reimbursement is also available
• Culture of unity, transparency, and trust. Our leadership team wants you to be successful