Service Desk Administrator

We are seeking an experienced Service Desk Administrator to provide advanced technical support, resolve escalated incidents, and serve as a key resource within a high performing service desk team. This role is ideal for a technically skilled professional who enjoys troubleshooting complex issues, mentoring team members, and delivering outstanding customer service.

The Service Desk Administrator will act as an escalation point for advanced support requests while helping improve operational efficiency across the service organization. This individual will leverage deep technical expertise to resolve critical incidents, manage complex client requests, contribute to knowledge sharing initiatives, and minimize escalations to senior engineering teams.

Key Responsibilities

• Troubleshoot and resolve escalated technical incidents and service requests across client environments

• Provide technical guidance and support to service desk team members on complex issues

• Classify, prioritize, and triage escalated incidents, problems, and advanced client requests

• Manage the implementation, impact assessment, and risk evaluation of complex client change requests

• Maintain accurate service ticket documentation and system records

• Create, update, and enhance technical knowledge base articles and operational documentation

• Follow established service management processes and standard operating procedures

• Troubleshoot widespread issues affecting multiple users and restore services as quickly as possible

• Collaborate with internal teams and leadership to ensure timely issue resolution and client satisfaction

• Stay current with emerging technologies, industry trends, and technical best practices through ongoing professional development

• 6+ years of professional IT service management, technical support, or service desk experience

• Experience supporting clients within a Managed Services Provider environment preferred

• Advanced expertise in one or more technical specialties, such as cloud infrastructure, networking, systems administration, security, or server technologies

• Intermediate to advanced experience supporting Windows operating systems, hardware, software, and end user technologies

• Strong knowledge of Microsoft 365, Google Workspace, Azure, AWS, and cloud based technologies

• Experience administering Active Directory, Group Policy, and identity management solutions

• Solid understanding of networking concepts including TCP/IP, DNS, DHCP, switching, and firewall technologies

• Experience supporting server technologies including SQL Server, Remote Desktop Services, and related infrastructure components

• Knowledge of voice technologies, telecommunications systems, and business phone platforms

• High school diploma or GED required, Associate degree or higher preferred

• Minimum of two industry certifications from vendors such as Microsoft, CompTIA, Apple, or equivalent technology providers

• Strong analytical, troubleshooting, and root cause analysis skills

• Ability to thrive in a fast paced environment while managing multiple priorities effectively

• Excellent communication, collaboration, documentation, and customer service skills

• Strong attention to detail and commitment to delivering high quality support experiences

Preferred Qualifications

• Managed Services Provider experience

• Microsoft, CompTIA, Apple, Azure, AWS, or cybersecurity certifications

• Experience contributing to process improvement and operational efficiency initiatives

• Background supporting complex cloud and hybrid infrastructure environments

Why Join This Opportunity

• Opportunity to work with a diverse range of technologies and client environments

• Highly visible technical role with significant impact on client satisfaction and service delivery

• Collaborative team environment focused on knowledge sharing and continuous improvement

• Ongoing opportunities for professional development and technical growth

• Ability to influence operational excellence and improve support outcomes across the organization

The Intersect Group is partnering with a leading technology services organization dedicated to helping businesses operate efficiently, securely, and confidently through expert IT support and managed services. The organization is committed to delivering exceptional customer experiences, fostering continuous learning, and leveraging technology to create meaningful business outcomes. Team members are empowered to solve complex challenges, collaborate across disciplines, and make a direct impact on client success.