Service Desk Administrator- Help Desk (Entry Level)

Position Summary

The Service Desk Administrator will be responsible for providing excellent customer service and resolving all technical issues enterprise-wide. This position will be part of the ‘Face of the IT Department’ and the ideal candidate for this role will have a solid technical background combined with strong customer service experience/abilities. The Service Desk Administrator must be an expert at problem-solving with a positive attitude, and one that can achieve specific goals and department initiatives. 

Duties & Responsibilities

• Conduct the daily operations of the organization’s end-user support services with the goal of first contact resolution.
• Resolves business process and system issues and defines and/or updates procedures appropriately.

• Evaluate and manage technical support systems, hardware, and software and makes recommendations for improvement.

• Gather information to diagnose technical hardware and software issues; apply problem-solving skills and resolve the request effectively.

• Conduct extensive troubleshooting to resolve hardware and software issues.

• Maintain and stay current with system information, changes, and updates.

• Utilize tools to remotely access end-user systems and perform corrective actions to resolve the users’ problems.

• Complete reports, track/log/route problems, issues, requests, and document resolutions in written form or escalate to the responsible resource for resolution.

• Other duties as assigned

Qualifications & Skills

• 3-5 years of proven work experience as a Service Desk Administrator in an Enterprise environment required

• Hands-on experience with Service Desk and remote-control software 

• Hands-on experience supporting Windows and Mac OS

• Solid technical background with an ability to give instructions to a non-technical audience

• Customer-service-oriented with a problem-solving attitude