Service Desk Administrator

M3USA • Dallas, TX

32d • Hybrid

About The Position

The Service Desk Administrator is the primary contact for all IT services via the service desk (tickets, phone, teams, email, etc.) for all M3 USA Business Units. They handle, route, and resolve all service requests as quickly as possible, including training, writing of knowledge base articles, and working with L2 and L3 support as necessary for quick resolutions to user issues.

Requirements

• Associates degree or equivalent experience
• 1 – 2 Years IT Technical support experience

Nice To Haves

• CompTIA, A+, HDI, ITIL Training preferred

Responsibilities

• Clearly communicate technical solutions in a user-friendly, professional manner.
• Provide one-on-one end-user training as needed.
• Quickly respond to all requests and resolve on First Call as often as possible. (FCR goal > 80% )
• Properly assign and route tickets to other areas of IT, providing detailed documentation when escalating or routing tickets.
• Escalate more complex technical issues as needed while still maintaining full contact with user.
• Troubleshoot, resolve, and document network printer problems.
• Troubleshoot, resolve, and document end user hardware and software issues.
• Conduct hardware and software inventory database maintenance and upkeep.
• Assist with maintaining the service catalog.
• Assist with building and maintaining the Knowledge Base.
• Assist with desktop installations as needed.
• Assist with onboarding / offboarding tasks.

Benefits

• Health and Dental
• Life, Accident and Disability Insurance
• Prescription Plan
• Flexible Spending Account
• 401k Plan and Match
• Paid Holidays and Vacation
• Sick Days and Personal Day

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees