Service Desk Administrator

Service Desk Administrator

Shift: 3rd Shift (3:00 AM – 11:00 AM)

The Service Desk Administrator serves as a senior technical resource within the IT Service Desk, providing technical leadership, guidance, and escalation support for complex end-user issues. This role is responsible for resolving advanced technical incidents, mentoring Service Desk team members, improving operational efficiency, and ensuring timely delivery of high-quality IT support. The ideal candidate thrives in a fast-paced environment, possesses strong troubleshooting skills across multiple technologies, and is committed to delivering exceptional customer service.

Key Responsibilities

• Provide technical guidance and support to Service Desk team members on escalated technical issues.
• Troubleshoot and resolve complex end-user incidents and service requests across a variety of technologies.
• Classify, prioritize, and triage escalated incidents, problems, and advanced service requests.
• Manage the implementation, impact, and risk associated with complex change requests.
• Maintain accurate service ticket documentation and system records.
• Create, update, and maintain technical documentation and knowledge base articles.
• Follow established standard operating procedures and knowledge management processes.
• Collaborate with internal technical teams and management to resolve issues efficiently.
• Continuously develop technical knowledge through ongoing training and professional development.
• Identify opportunities to improve operational efficiency and reduce unnecessary escalations.
• Ensure service interruptions affecting multiple users are resolved as quickly as possible.

Required Qualifications

• Minimum of 6 years of professional IT Service Management (ITSM) experience.
• Managed Services Provider (MSP) experience is preferred.
• High school diploma or GED required; Associate degree or higher preferred.
• Minimum of two industry certifications from recognized vendors such as Microsoft, CompTIA, Apple, or equivalent.

Technical Requirements

Candidates should possess intermediate experience with the following:

• Windows operating systems, system hardware, and software support
• Microsoft 365 and Google Workspace administration
• Networking concepts including TCP/IP, DNS, and DHCP
• Active Directory and Group Policy administration
• Network infrastructure including switches, firewalls, and related technologies
• Cloud platforms such as Microsoft Azure and Amazon Web Services (AWS)
• Windows Server technologies, including SQL Server and Remote Desktop Services (RDS)
• Voice technologies and business phone systems

Additionally, candidates must demonstrate advanced expertise in at least one technical specialty.

Desired Skills

• Ability to work effectively in a fast-paced technical support environment.
• Strong customer service mindset with excellent communication skills.
• Ability to prioritize workload and manage time effectively.
• Strong analytical and troubleshooting abilities.
• High attention to detail and commitment to quality.
• Ability to collaborate effectively with cross-functional technical teams.
• Consistently meets performance, attendance, and service quality expectations.