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.