Service Desk Administrator

Corsica Technologies, LLC

11d

About The Position

Our clients rely on the IT services we provide so they can serve their customers/clients, employ their staff, and add value to their communities. Increasing client confidence through
timely, professional, friendly, and knowledgeable remote-support service is paramount to being the IT Leader we strive to be.Additionally, Corsica depends on the efficiency of Service Desk members to keep costs low.The Service Desk Administrator provides technical oversight and guidance to other Service Desk team members and applies specialized knowledge and skills to resolve escalated end user support issues and complex requests. The Service Desk Administrator also helps increase Corsica's overall operational efficiency by minimizing the
amount
of issues escalated to Corsica's most senior technical resources.

Requirements

• Able to function effectively in a high-paced environment
• Able to understand the perspective of the client in all service interactions
• Makes effective use of time and complete tasks efficiently and on time
• Able to work with a team, communicate effectively, and have high attention to detail
• Meets client and corporate expectations for attendance, quality, and performance
• Must have intermediate experience with each of the following:
• System hardware, software, and operating systems
• Cloud solutions such as Office 365 and Google Apps
• Networking concepts such as TCP/IP, DNS, and DHCP
• Active Directory and Group Policy administration
• Switches, firewalls, and advanced infrastructure
• Cloud-based data-centers such as Azure and AWS
• Server applications such as SQL Server and RDS
• Voice technologies and phone systems
• Must have advanced experience in at least one or more technical specialties
• Must have at least a high school diploma or GED. Associate degree or better is preferred.
• A minimum of 6 years of professional ITSM experience is required. MSP experience is preferred.
• At least 2 certifications from leading vendors such as Apple, CompTIA, or Microsoft are required.

Nice To Haves

• MSP experience is preferred.
• Associate degree or better is preferred.

Responsibilities

• Classify and triage escalated incidents, problems, and complex requests.
• Troubleshoot and resolve escalated incidents to return service to clients as quickly as possible.
• Troubleshoot and resolve problems reported by two or more users as quickly as possible.
• Manage the impact, risk, and implementation of complex client change requests.
• Follow standard operating procedures as documented in the Knowledge Management System.
• Assist in creating and updating knowledge articles to be used by other service desk personnel.
• Work with the team and escalate as needed with the assistance of management.
• Maintain and update system documentation and service ticket records.
• Stay up to date on the latest technologies through ongoing education.

What This Job Offers

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