Service Desk Administrator II

HR Green • Cedar Rapids, IA

4d

About The Position

The Service Desk Administrator II serves as a senior technical resource for end-user support, specializing in the resolution of complex incidents and the optimization of the employee digital experience. This role focuses on advanced troubleshooting across both Citrix virtual desktop infrastructure (VDI) environments and physical endpoints. The position functions as a technical escalation point for Tier 1 support, ensuring that issues are thoroughly investigated, appropriately resolved, or accurately escalated with complete diagnostic documentation and supporting evidence.

Requirements

• 5 years of experience in IT support or service desk environments.
• Demonstrated experience in advanced endpoint troubleshooting and escalation management.
• Strong experience supporting Citrix or other virtual desktop infrastructure (VDI) environments.
• Proficiency in endpoint management tools, including SCCM imaging and deployment troubleshooting.
• Solid working knowledge of Active Directory and Entra ID (Azure AD), including user and group administration.
• Strong written and verbal communication skills, with the ability to convey technical information to non-technical users.
• Strong customer service skills.
• Valid driver’s license in the state of residence and a reliable means of transportation to travel for company business.

Nice To Haves

• Relevant industry certifications (e.g., CompTIA A+)

Responsibilities

• Serve as the primary escalation resource for Tier 1 Service Desk staff, resolving complex incidents involving persistent operating system errors, advanced software conflicts, and intricate connectivity issues.
• Troubleshoot and resolve advanced endpoint and virtual desktop (Citrix) issues, including session performance, profile synchronization, and peripheral redirection (e.g., printers and monitors).
• Act as the primary IT communication point during service disruptions, preparing and distributing clear and accurate organization-wide notifications for outages and scheduled maintenance.
• Review escalated tickets to ensure accuracy, completeness, and proper documentation, including logs, screenshots, and troubleshooting steps prior to ownership or escalation.
• Support SCCM imaging processes by assisting with troubleshooting task sequence failures and coordinating with Application Administration for software packaging and deployment updates.
• Perform advanced Active Directory and Entra ID (Azure AD) administration, including group management, Group Policy troubleshooting, and resolution of authentication or MFA issues.
• Conduct detailed diagnostics to determine appropriate escalation paths and provide Infrastructure and Application teams with complete technical context and evidence to support efficient resolution.
• Identify recurring technical issues and contribute to problem management efforts by implementing workstation-side fixes, process improvements, or automation solutions.
• Provide mentorship and technical guidance to Tier 1 staff, including post-incident reviews and knowledge sharing to improve overall team capability.
• Develop, update, and maintain internal knowledge base articles and standard operating procedures (SOPs) to ensure consistent support practices across the organization.
• Provide advanced support for office technology and assist with lifecycle management of endpoint devices and IT assets across regional locations.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed