Service Desk Administrator

The Service Desk Administrator plays a key role in delivering exceptional IT support services to clients. This position provides technical leadership and guidance to service desk team members while utilizing advanced technical expertise to resolve escalated end-user issues and complex service requests.

The ideal candidate is committed to delivering timely, professional, and customer-focused support while helping improve operational efficiency by resolving issues at the service desk level and minimizing unnecessary escalations to senior technical resources., * Stay current with emerging technologies through ongoing training and professional development.

• Maintain accurate system documentation, configurations, and service ticket records.
• Collaborate with team members and management to resolve technical issues and escalate when appropriate.
• Create, maintain, and improve knowledge base articles and technical documentation for service desk staff.
• Follow established standard operating procedures and documented processes.
• Assess, plan, and implement complex client change requests while managing associated risks and impacts.
• Troubleshoot and resolve issues affecting multiple users in a timely manner.
• Investigate and resolve escalated incidents to restore services as quickly as possible.
• Classify, prioritize, and triage escalated incidents, problems, and complex service requests.
• Provide technical mentorship and guidance to junior service desk personnel.
• Contribute to continuous improvement initiatives that enhance service quality and operational efficiency.

Do you have experience in Remote access software?, Do you have a High school diploma or GED?, * Minimum of two industry-recognized technical certifications (e.g., Microsoft, CompTIA, Apple, or equivalent).

• At least 6 years of professional IT Service Management (ITSM) experience.
• Experience working within a Managed Services Provider (MSP) environment is preferred.
• High school diploma or GED required; Associate degree or higher preferred.
• Advanced experience in one or more technical specialty areas.

Technical Skills

• Intermediate experience with the following technologies and concepts:
• Computer hardware, software, and operating systems
• Cloud productivity platforms such as Microsoft 365 and Google Workspace
• Networking concepts including TCP/IP, DNS, and DHCP
• Active Directory administration and Group Policy management
• Network infrastructure including switches, firewalls, and related technologies
• Cloud platforms such as Microsoft Azure and Amazon Web Services (AWS)
• Server technologies including SQL Server and Remote Desktop Services (RDS)
• Voice and telecommunications systems