IT Service Desk Administrator

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 assistance is needed, the role may be escalated to IT Operations for a warm transfer or partnership to close the incident. Responsibilities Foster and maintain professional work relationships with operational leaders and co‑workers. Provide customer service and support for all Analyst and Administrator Information Technology functions. Use sound judgment to ensure a safe and accident‑free work environment and comply with all company policies and procedures. Identify, diagnose, and resolve problems for users of personal computer software, hardware, enterprise network, the Internet, and new computer technology in a Service Desk environment; communicate solutions to end users. Provide one‑on‑one end‑user problem resolution over the phone for PC software. Deliver, tag, set up, and configure end‑user PC desktop hardware, software, and peripherals. Diagnose and resolve end‑user network or local printer problems, application, PC hardware problems, e‑mail, Internet, VPN, and local‑area network access problems. Coordinate timely repair of PC computer equipment, including working with vendors, tracking inventory, and handling shipping and receiving. Perform minor desktop hardware repair for PCs and peripherals not covered by third‑party vendor maintenance agreements. Assist in installing local area network cabling systems and equipment such as network interface cards, switches, and firewalls. Assist Analysts and IT Operations Technicians as needed. Define and document processes and procedures and maintain a knowledge base for both customers and internal support staff. Education and Experience Bachelor’s Degree with major in Information Technology preferred. Two years’ experience providing end‑user phone support for current PC desktop and application software OR installing, upgrading, troubleshooting, and repairing personal computers in an enterprise network environment. Microsoft Certifications preferred. Skills and Abilities Excellent interpersonal communication skills, both written and oral. Strong organizational skills. Excellent customer service skills, with the ability to multi‑task. Valid driver’s license with an acceptable driving record. Flexible work schedule, including overtime, nights, weekends, holidays, and on‑call availability. Willingness to travel up to 50% of the time. Focus and desire to learn various IT skills. Hours of Work Typical hours of operation are Monday through Friday 8:00am to 5:00pm. This is an exempt, salaried position. The role requires occasional weekend work as duties demand. Physical and Environmental Demands The role is largely sedentary but may require lifting equipment up to 25pounds. Essential functions include using standard office equipment such as laptops and smartphones. Employees may work from home, requiring high‑speed Internet availability. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job. IMTT is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or veteran status. #J-18808-Ljbffr Thornton Tomasetti