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 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.


Responsibilities

• Foster and maintain professional work relationships with operational leaders and co-workers.
  
  

• Customer service and support of all Analyst and Administrator Information 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.
  
  

• Provides one-on-one end-user problem resolution over the phone for Personal Computer (PC) software.
  
  

• Delivers, tags, sets up, and configures end-user PC desktop hardware, software, and peripherals.
  
  

• Diagnoses and resolves end-user network or local printer problems, application, PC hardware problems, e-mail, Internet, VPN, and local-area network access problems.
  
  

• Coordinates timely repair of PC computer equipment. This includes working with various vendors.
  
  

• 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.
  
  

• Assists install of 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.
  
  

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 Two years' experience installing, upgrading, troubleshooting, and repairing personal computers in a 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.
  
  

• Must maintain a valid driver's license and acceptable driving record.
  
  

• A flexible work schedule may include working overtime, nights, weekends, holidays, and being on call.
  
  

• Able and willing to travel 50% is expected of all Information Technology Support Technicians.
  
  

• Two years' experience providing end-user phone support for current PC desktop and application software OR Two years' experience installing, upgrading, troubleshooting, and repairing personal computers in a network environment.
  
  

• Bachelor's degree with a major in Information Technology preferred.
  
  

• Focus and desire to learn various Information Technology skills.
  
  

Hours of Work

• Typical hours of operation are Monday through Friday 8:00 am to 5:00 pm.
  
  

• This is an exempt, salaried position. The role requires flexibility as business needs require. This position requires occasional weekend work as job duties demand.
  
  

• Able and willing to travel up to 50% is necessary, sometimes with little or no advance 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 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 is largely a sedentary role; however, some lifting is required. This would require the ability to lift up to 25 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 always have 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.


IMTT is an equal opportunity employer Minority/Female/Disabled/Veteran and a drug free workplace. We exercise high ethical standards and are committed to complying with all laws in the jurisdiction where we conduct business. Our internal policies and procedures support this commitment.


If you like working with happy, enthusiastic over-achievers, you'll enjoy your career with us!