JOB DESCRIPTION

Job Title: Service Desk Administrator

Department: Service and Support Reports to: Service Manager

GENERAL SUMMARY:

The Service Desk Administrator is responsible for handling first and second level support of service requests. This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software.

Essential Duties and Responsibilities:

• IT Support relating to technical issues involving Microsoft’s core business applications and operating systems

• Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets

• Technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security

• Implement and support of disaster recovery solutions

• Support services for virtualization technologies: VMware, Citrix, and Microsoft

• Basic remote access solution implementation and support: VPN, Terminal Services, and Citrix

• IT support relating to issues with the internal systems and network infrastructure

• System documentation and consulting services to include system reviews and recommendations

• System documentation maintenance and review in ConnectWise

• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

Additional Duties and Responsibilities:

• Improve customer service, perception, and satisfaction

• Fast turnaround of customer requests

• Ability to work in a team and communicate effectively

• Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently

• Escalate service requests that require engineer level support

• Responsible for entering time and expenses in ConnectWise as it occurs

• Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University

• Enter all work as service tickets into ConnectWise

• Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry

 

Knowledge, Skills, and/or Abilities Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, SonicWall CSSA, Cisco CCNA, or VMware VCP

• Understanding of support tools, techniques, and how technology is used to provide IT services

• Understanding of operating systems, business applications, printing systems, and network systems

• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care

• Diagnosis skills of technical issues

• Ability to multi-task and adapt to changes quickly

• Technical awareness: ability to match resources to technical issues appropriately

• Service awareness of all organization’s key IT services for which support is being provided

• Typing skills to ensure quick and accurate entry of service request details

• Self-motivated with the ability to work in a fast moving environment

Medical Benefits

Retirement Benefits

Mileage Reimbursement