Service Desk Administrator
About The Position
The Service Desk Administrator I is responsible for providing first-level technical support across regional offices. This role serves as the initial point of contact for end users, and ensures employees remain productive in both in-office and remote environments. Responsibilities include resolving immediate technical issues, provisioning and configuring equipment, and supporting connectivity to virtual workstations. As part of a two-tier support structure, this role independently resolves routine issues and escalates more complex matters to Tier 2 support with appropriate documentation. This position includes participation in an on-call rotation to support after-hours technical needs.
Requirements
- 1–5 years of experience in a help desk or IT support role.
- Demonstrated knowledge of Windows 11 and Microsoft 365 applications.
- Familiarity with SCCM for device imaging and deployment.
- Working knowledge of Active Directory, including user and group management.
- 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
- Experience supporting Citrix or other virtual desktop infrastructure (VDI) environments preferred.
- Relevant industry certifications (e.g., CompTIA A+) are preferred but not required.
Responsibilities
- Serve as the first point of contact for all IT support requests, delivering assistance via phone, email, and remote support tools.
- Troubleshoot and resolve common issues related to Windows 11, Microsoft 365 applications (including Outlook, Teams, and OneDrive), and general hardware performance.
- Support end users in accessing virtual desktop environments via Citrix, including diagnosing session errors and resolving peripheral redirection issues (e.g., monitors and printers).
- Image, configure, and deploy laptops using SCCM to support new hires and replacement devices.
- Coordinate and execute employee onboarding and offboarding processes, including account provisioning/deactivation, hardware setup, and equipment recovery.
- Perform routine user account administration, including password resets, multi-factor authentication (MFA) setup, and permission updates within Active Directory and Entra ID (Azure AD).
- Provide remote support and periodic on-site assistance for office hardware, including printers, plotters, and conference room technology.
- Assist remote employees with troubleshooting home office setups, including docking stations and Citrix connectivity.
- Maintain accurate IT asset inventory, including tracking, shipping, and receiving laptops and peripherals across office locations.
- Document all support activities within the ticketing system; when escalation is required, provide Tier 2 support with detailed summaries of troubleshooting steps performed.
Benefits
- Eligibility to participate, after a qualifying period, in our performance and discretionary incentive bonus program(s).
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
