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.

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.
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.

In most cases, work will be performed in a climate-controlled office space.
Work will require the use of standard office equipment, such as computers, phones, and multi-function printers.
The position will be expected to make use of specialized tools and software for troubleshooting and system administration.
This position requires less than 1% travel with no overnight travel expected.

Service Desk Administrator

Key skills