Managed Services - Service Desk Administrator 1

Convergence Networks • Lansing, MI

2d • $18 - $23

About The Position

The Service Desk Administrator (SDA) provides an excellent customer experience by responding to and resolving incoming IT requests and alerts from customers by phone, email, and in person. The role involves handling a variety of technical issues, including diagnosing network, server, and workstation problems and troubleshooting solutions to complex problems.

This is a fast-paced position involving high volumes of support tickets and phone calls. The role is similar to a Help Desk Analyst, Tier 1 Help Desk, or Junior Network Administrator, with opportunities to advance within Convergence Networks.

Requirements

• High school diploma or equivalent.
• At least 2 years of relevant experience, such as Service Desk Support Specialist, Help Desk Technician, Help Desk Analyst, or Tier 2 (or similar) experience in a tiered environment.
• Empathy, patience, and willingness to learn.
• IT background focused on network support, implementation, and remote and onsite support.
• Familiarity with Active Directory, the MS 365 Portal, Group Policy, ticketing and RMM systems, Event Viewer, Windows OS, and common applications.
• Understanding of networking and managed services and the value offered over a typical break-fix environment.
• Experience administering current Windows desktop and server operating systems, Exchange, Office 365, backup solutions, routers, firewalls, and virtual or cloud-based technologies.
• Experience using a triage or priority system to assess client issues and impact.
• Apple OSX and iOS experience.
• Excellent troubleshooting skills with IT hardware and software, including PCs, laptops, servers, firewalls, switches, routers, hard drives, and Windows operating systems.
• Previous experience providing onsite and remote/phone support in a fast-paced, high-volume environment.
• Ability to work effectively both independently and within a team.
• Excellent verbal and written communication skills, including the ability to defuse high-stress situations and facilitate resolution of technical problems.
• Documentation skills, technical aptitude, a positive attitude, and willingness to learn, adjust, and grow.

Nice To Haves

• Associate’s degree/College diploma or higher in Information Technology.
• Understanding of and experience working within the IT managed services provider business model, particularly in an IT support role.
• Experience with ConnectWise, Kaseya, or similar MSP tools and software.
• Knowledge and experience working with Microsoft Office 365, Microsoft Azure, and other cloud service offerings.

Responsibilities

• Answer a high volume of inbound client phone calls and emails and perform initial troubleshooting on help desk tickets.
• Resolve customer tickets on first contact when possible and escalate issues to a System or Network Administrator or another support resource when appropriate.
• Maintain accurate records of communications, resolutions, assistance needed, and follow-up.
• Ensure customer satisfaction through service, communication, and issue resolution.
• Perform other relevant job duties as assigned.

Benefits

• Group medical, dental, and vision benefits.
• 401(k).
• Education and certification reimbursement.
• Regular meetings with a manager and quarterly performance and growth conversations.
• Teambuilding and company events throughout the year; families are often included.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED