Service Desk Administrator

About the Company

Consensus Cloud Solutions is a publicly traded, leading digital cloud fax and interoperability solutions organization in the United States and globally, focusing on connecting and empowering healthcare providers, payers, care teams, and technology innovators to unify multiple systems that wouldn’t otherwise talk to each other. Consensus leverages its technology heritage to move from simple digital documents to advanced healthcare standards (HL7/FHIR) for secure data transport, as well as Natural Language Processing (NLP) and Artificial Intelligence (AI) to convert unstructured to structured, analytics-ready data. Founded over 25 years ago, Consensus is a trailblazer in data exchange solutions with exciting new initiatives on the horizon.

About the Role

The Sr. Service Desk Administrator is responsible for the delivery, performance, support, and tracking of IT assets within Consensus. This includes day-to-day troubleshooting, adds/moves/changes for phone, network, and computer equipment, IT Asset Management, and participation in the Incident Management Process. This role also includes minor responsibility for Office Administration, such as shipping and receiving, liaison with building management, and coordination of internal moves, adds, and changes.

It is essential that the successful candidate be highly organized, possess excellent communication skills, and be an excellent team player, liaising with Los Angeles-based resources on a daily basis.

Responsibilities

• Maintain, analyze, troubleshoot, and repair computer/server systems, hardware, and peripheral devices.
• Provide technical support for employees on computer systems (Macintosh and MS-Windows), application software, and smartphones.
• Troubleshoot BYOD devices, including iPad, Android tablets, iPhones, Android phones, and other peripherals.
• Create and update standard OS images using Ghost and other imaging products.
• Gather requirements, propose solutions, and fulfill requests for end-user computing activities and projects.
• Administer end-user computing resources, including Active Directory, print servers, email, and remote access.
• Monitor licensing usage and compliance of end-user computing software.
• Monitor the service ticket tracking system and respond to new issues.
• Manage PC vendor relationships and ensure the PC order process meets SLA requirements.
• Order and maintain IT assets in the ITAM tracking application.
• Onboard new employees and contractors, ensuring accounts are set up in Active Directory, Google Workspace, and other relevant systems.
• Manage apps and policies for employee laptops in Microsoft Intune, including creating PowerShell scripts.
• Provision and upgrade laptops as needed.
• Troubleshoot, diagnose, and escalate technical issues; document processes and solutions.
• Assist with technical projects as needed.
• Occasionally travel for business needs.

Requirements

• 4+ years of computer systems support experience, mostly working directly with end-users.
• 4+ years of experience in application support for Google Workspace, Microsoft Office, Active Directory, and Anti-Virus applications.
• 2+ years of IT Help Desk experience along with a demonstrated track record of troubleshooting experience.
• 2+ years of Remote PC management and software distribution in an enterprise environment.
• Excellent written and spoken communication skills.
• Expert technical knowledge of PC operating systems including Windows and Mac.
• Expert technical knowledge of PC hardware systems.
• Ability to perform a variety of complicated tasks with minimal supervision.
• Ability to lift and transport moderately heavy objects such as computers and peripherals.
• High School Degree or GED.
• Experience with an internal Service Desk ticket tracking application (Jira preferred).

Preferred Qualifications

• 6+ years of computer systems support experience, mostly working directly with end-users.
• 6+ years of experience in application support for Google Workspace, Microsoft Office, Active Directory, and Anti-Virus applications.
• 4+ years of IT Help Desk experience along with a demonstrated track record of troubleshooting experience.
• 4+ years of Remote PC management and software distribution in an enterprise environment.
• Understanding of MDM (Mobile Device Management) Solutions.
• Understanding of GAM (Command line management for Google).
• Linux operating systems experience is a bonus.
• Understanding of basic networking.
• Hands-on experience with cloud identity providers like Okta or Onelogin.
• Exposure to working within regulated frameworks like PCI, FedRAMP, or HIPAA.
• Associate's degree in Computer Science or equivalent experience.

Schedule

• Hybrid role requiring 2 days a week in the LA-based office.

Physical Requirements

• Must be able to sit for long periods and handle long periods of screen time.
• Must be able to lift and transport moderately heavy objects such as computers and peripherals.

Technology Requirements

• Reliable, high-speed internet.

Pay

The compensation for this role is up to $40.00-$45.00 an hour USD. This position may be eligible for pre-approved overtime. Compensation considerations may also include ESPP, accrued vacation, sick time, and holidays.