Service Desk Administrator (L2)

SUMMARY

The Service Desk Administrator (Level 2)role demands a blend of patience, empathy, confidence, and exceptional customerservice skills, as it involves interaction with a diverse range of businesses,technologies, applications, and personalities. This position requires a solidIT background, with a particular emphasis on network support, implementation,and providing both remote and onsite assistance.

Experience administering current Windowsdesktop operating systems, Windows server operating systems, Exchange, Office365, various backup solutions, routers, firewalls, and virtual/cloud-basedtechnologies are essential, along with familiarity with Apple macOS and iOS.Effective teamwork and the ability to work independently are vital aspects ofthe role, as is an understanding of managed services and their advantages overtraditional break-fix environments.

Excellent communication, interpersonal,business management, time management, and problem-solving skills are necessary,including the capacity to defuse high stress situations and facilitate technical problemresolution. Adaptability, a positive attitude, and a commitment to ongoing learning anddevelopment are essential attributes for success in this dynamic and demandingposition.

JOB RESPONSIBILITIES

• Your primaryresponsibility will be answering a high volume of inbound phone calls fromclients and performing initial troubleshooting on tickets.
  
• You will focus onresolving tickets on the first call but also be able to determine when theissue scope requires that a ticket be escalated to a Network Administrator orother support resource.
  
• Other relevant jobduties as assigned.
  

QUALIFICATIONS

• 4+ years of relevantexperience which may include Help Desk Technician, Help Desk Analyst, or Tier 2(or similar) in a tiered environment.
  
• Excellenttroubleshooting skills with IT and related hardware and software components(PCs, laptops, servers, firewalls, switches, routers, hard drives, Windowsoperating systems, etc.).
  
• Previous experienceproviding both onsite and remote/phone support in a fast-paced, high-volumeenvironment.
  
• Understanding of, anda background in working within the IT managed services provider business model,particularly in an IT support role.
  
• Experience withConnectWise, Kaseya, or other similar MSP tools and software
  
• Knowledge andexperience working with Microsoft Office 365, Microsoft Azure, and other Cloudservice offerings.
  
• Typical working hoursfor the SDA are Monday through Friday, 8 am – 5 pm US Pacific Time.
  
• Occasional evening orweekend work will be necessary.
  

JOB REQUIREMENTS

• Should be willing toaccept a long-term work-from-home arrangement.
  
• Should be amenable toa permanent night shift schedule.