L1 Service Desk Administrator

The L1 Service Desk Administrator is responsible for answering calls from assigned Service Desk and Help Desk call queues. This role?s primary function is to serve as the first point of contact for the customer user base. This includes information gathering, initial triage, resolution and if necessary, escalation back to the customer. Key responsibilities include:

• Answer all calls received through assigned call queues.
• Respond to assigned tickets within appropriate service level agreements for customers (SLA?s)

• Answer all incoming tickets through internal Chat system

• Provides basic level troubleshooting and support such as password resets, application or workstations troubleshooting, and specific tasks as outlined in standard operating procedure documents (SOP?s)
• Perform on & offboarding as outlined by customers SOP
• Communicate key incidents to Supervisor that may have an impact to the larger team or customers
• Maintain open communication with the Service Desk team and Supervisor primarily via Microsoft Teams to stay current on any ongoing issues

• Identify opportunities to improve team performance and documentation

• Follow documented procedures for each customer?s individual path of escalation for non-L1 or out of scope issues
• Frequest travel among client sites as required.

• A High School Diploma or GED
• Associates Degree in IT or related field preferred or related years of related work experience

Skills and Certification

• Google IT Support Professional Certificate
• MUST have a valid Driver’s License
• MUST be able to clear Level 1 Fingerprint clearence from State of AZ

Knowledge and Experience

• Ability to effectively multi-task multiple tickets/project
• Basic understanding of IT Systems and Networks
• Excellent verbal and written communication skills
• Experience performing analysis utilizing Network and System monitoring consoles
• Experience with cloud computing and AWS and/or Azure services
• Strong understanding of networking and associated protocols

Physical Demands

• While performing the duties of this job, the employee is regularly required to stand, sit, talk, hear and use hands and fingers to operate a computer
• Ability to sit at a computer terminal for an extended period
• Light to moderate lifting is required
• Reasonable accommodations may be made to enable individuals with disabilities to perform these functions

• Medical, Dental, Vision Insurance
• 401K with company match
• Unlimited vacation ?work hard, play hard!
• Growing company with opportunities for advancement