Service Desk Administrator

Position Summary

The Service Desk Administrator provides advanced technical support for end-user issues while serving as a senior escalation point for the Service Desk team. This role delivers remote support, resolves complex technical issues, provides guidance to junior team members, and helps improve operational efficiency by minimizing unnecessary escalations. The ideal candidate has strong troubleshooting skills, broad infrastructure knowledge, and experience working in a fast-paced IT support environment.

Key Responsibilities

• Provide advanced remote technical support for end users and resolve complex technical issues.
• Serve as an escalation resource for Service Desk analysts and assist with advanced troubleshooting.
• Troubleshoot and resolve incidents affecting multiple users in a timely manner.
• Classify, prioritize, and manage escalated incidents, service requests, and problems.
• Coordinate with internal technical teams to escalate issues when necessary.
• Assist with implementing and managing complex change requests.
• Maintain accurate documentation, service records, and technical procedures.
• Create and update knowledge base articles and standard operating procedures.
• Follow established IT service management processes and best practices.
• Stay current with emerging technologies through ongoing training and professional development.

Required Qualifications

• Minimum of 6 years of professional IT service management (ITSM) or technical support experience.
• Experience working in a Managed Services (MSP) environment preferred.
• High school diploma or GED required; Associate degree or higher preferred.
• At least two industry certifications from vendors such as Microsoft, CompTIA, or Apple.
• Advanced technical expertise in one or more infrastructure disciplines.

Technical Skills

• Windows operating systems, hardware, and software support
• Microsoft 365 / Office 365 administration
• Google Workspace administration
• Active Directory and Group Policy
• Azure and AWS cloud platforms
• Windows Server administration
• SQL Server and Remote Desktop Services (RDS)
• Networking fundamentals including TCP/IP, DNS, DHCP, switching, and firewalls
• Voice and telephony systems
• IT service management and ticketing systems

Preferred Skills

• Strong troubleshooting and root cause analysis abilities.
• Excellent written and verbal communication skills.
• Strong documentation and organizational skills.
• Ability to prioritize work and manage multiple tasks in a fast-paced environment.
• Collaborative team player with a customer-focused mindset.
• High attention to detail and commitment to service excellence.