Service Desk Administrator (L2)

SUMMARY

The Service Desk Administrator (Level 2) role demands a blend of patience, empathy, confidence, and exceptional customer service skills, as it involves interaction with a diverse range of businesses, technologies, applications, and personalities. This position requires a solid IT background, with a particular emphasis on network support, implementation, and providing both remote and onsite assistance.

Experience administering current Windows desktop operating systems, Windows server operating systems, Exchange, Office 365, various backup solutions, routers, firewalls, and virtual/cloud-based technologies are essential, along with familiarity with Apple macOS and iOS. Effective teamwork and the ability to work independently are vital aspects of the role, as is an understanding of managed services and their advantages over traditional break-fix environments.

Excellent communication, interpersonal, business management, time management, and problem-solving skills are necessary, including the capacity to defuse high stress situations and facilitate technical problem resolution. Adaptability, a positive attitude, and a commitment to ongoing learning and development are essential attributes for success in this dynamic and demanding position.

JOB RESPONSIBILITIES

• Your primary responsibility will be answering a high volume of inbound phone calls from clients and performing initial troubleshooting on tickets.
  
• You will focus on resolving tickets on the first call but also be able to determine when the issue scope requires that a ticket be escalated to a Network Administrator or other support resource.
  
• Other relevant job duties as assigned.
  

QUALIFICATIONS

• 4+ years of relevant experience which may include Help Desk Technician, Help Desk Analyst, or Tier 2 (or similar) in a tiered environment.
  
• Excellent troubleshooting skills with IT and related hardware and software components (PCs, laptops, servers, firewalls, switches, routers, hard drives, Windows operating systems, etc.).
  
• Previous experience providing both onsite and remote/phone support in a fast-paced, high-volume environment.
  
• Understanding of, and a background in working within the IT managed services provider business model, particularly in an IT support role.
  
• Experience with ConnectWise, Kaseya, or other similar MSP tools and software
  
• Knowledge and experience working with Microsoft Office 365, Microsoft Azure, and other Cloud service offerings.
  
• Typical working hours for the SDA are Monday through Friday, 8 am – 5 pm US Pacific Time.
  
• Occasional evening or weekend work will be necessary.
  

JOB REQUIREMENTS

• Should be willing to accept a long-term work-from-home arrangement.
  
• Should be amenable to a permanent night shift schedule.