Job Summary

The Service Desk Administrator is an application or Systems Support Technician that receives escalation from Service Desk Analysts. Primary handoff responsibility is to ensure initial triage was accurately performed and verified before the incident or issue transfer of responsibility. Upon the transfer of incident responsibility, the Service Desk Administrator is expected to provide an advanced skillset and resolution procedures with sensitivity to severity and priority. If there is a need for assistance, it is likely to escalate to IT Operations, which would involve a warm transfer of responsibility or partnership with IT Operations to close the incident. The Service Desk Administrator is expected to collaborate with IT Operations as needed to generate root cause analysis for any severity two or 3-level incidents.

Foster and maintain professional work relationships with operational leaders and co-workers.
• Customer service and support of all Analyst and Administrator Information Technology and Operational Technology functions.
• Always use sound judgment to ensure a safe and accident-free work environment.
• Compliance with all Company policies and procedures.
• Identifies, diagnoses, and resolves Analyst and Administrator problems for users of the personal computer software, hardware, enterprise network, the Internet, and new computer technology in a Service Desk environment; communicates solutions to end-users.
• Familiarity with OT systems and infrastructure
• Provides one-on-one end-user problem resolution for Service Desk incidents, requests, and changes.
• Diagnoses and resolves end-user network printer problems, application, PC hardware problems, e-mail, Internet, VPN, and local-area network access issues.
• Coordinates timely repair of computer, server, or network equipment. This includes working with various vendors.
• May be responsible for tracking and maintaining inventory as well as shipping and receiving.
• Performs minor desktop hardware repair for PC computer equipment and peripherals that are not covered by third-party vendor maintenance agreements.
• Helps install local area network cabling systems and equipment such as network interface cards, switches, and firewalls.
• Assists Analysts and IT Operations Technicians as needed. This may include defining and documenting processes and procedures as well as maintaining a knowledge base for both customers and internal support staff.

Requirements and Qualifications

• Education and Experience
• Bachelor's Degree with major in Information Technology preferred.
• Five years' experience providing end-user support for software, hardware, and applications.
• Focus and desire to learn various Information Technology skills
• CompTIA A+ Certification preferred
• CompTIA Network+ Certification preferred
• Familiarity with Microsoft Technologies Familiarity with Cisco Meraki Hardware
• Skills and Abilities
• Must maintain a valid driver's license and acceptable driving record.
• Excellent interpersonal communication skills, both written and oral.
• Strong organizational skills.
• Excellent customer service skills, with the ability to multi-task.

Hours of Work

• Typical hours of operation are Monday through Friday 8:00 am to 5:00 pm.
• A flexible work schedule may include working nights, weekends, holidays, and being on call.
• Travel between terminals may be required with little to no advanced notice.

Physical and Environmental Demand

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• This job operates in a professional office/terminal environment. This role routinely uses standard office equipment such as laptop computers and smartphones.
• While performing the duties of this job, the employee is regularly required to talk or hear.
• This role would require the ability to lift up to 30 pounds.
• This role routinely uses standard office equipment such as laptop computers, smartphones, & MiFi devices.
• There may be times when working from home is required, so the technician needs to have appropriate availability to high-speed internet.

This job description is intended to describe the general nature and level of the work being performed. This is not an exhaustive list of all duties and responsibilities. The company reserves the right to amend and change responsibilities to meet business and organizational needs as necessary with or without notice.