Service Desk Administrator
Location
United States
Posted
13 days ago
Salary
Not specified
No structured requirement data.
Job Description
Role Description
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.
- 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.
Qualifications
- Associates degree or equivalent experience
- CompTIA, A+, HDI, ITIL Training preferred
- 1 – 2 Years IT Technical support experience
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
Job Requirements
- Associates degree or equivalent experience
- CompTIA, A+, HDI, ITIL Training preferred
- 1 – 2 Years IT Technical support experience
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
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