Service Desk Administrator

SERVICE DESK ADMINISTRATOR

MANAGED SERVICES LEVEL 1 TECHNICAL SUPPORT
LANSING | Non-Exempt

Convergence Networks is one of North America’s leading managed service and managed security providers. We are a service company focused on helping clients leverage technology as a strategic tool and proactively protecting their business. We are fueled by providing outstanding service and sharing our passion for innovative technology as part of our integrated solutions.

POSITION SUMMARY

A Service Desk Administrator (SDA) is responsible for providing excellent customer experience by responding to and resolving incoming IT requests and alerts from our customers over the phone, through email, and in person. You will work on a variety of technical issues, from diagnosing network, server, and workstation problems, to thinking outside of the box to troubleshoot solutions and resolve complex problems.

This job operates at a very fast pace, and you must be comfortable handling high volumes of request tickets and phone calls. This position is similar to a Help Desk Analyst, Tier 1 Help Desk or Junior Network Administrator and offers many opportunities to advance within Convergence.

WHAT DO OUR SDA’S DO?

• Resolve customer tickets on the first contact, but also be able to determine when issue scope requires that a ticket be escalated to a System or Network Administrator or other support resource.
• Maintain accurate records on communication, resolution, assistance needed and follow-up.
• Ensure customer satisfaction with service, communication and issue resolution.
• Other relevant job duties as assigned.

QUALIFICATIONS

• High school diploma or equivalent.
• 1+ years of relevant experience which may include Service Desk, Help Desk Technician, Help Desk Analyst, or Tier 1 (or similar) and 2+ years of customer service experience.
• Strong 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 remote/phone support in a fast paced, high-volume environment.

WHAT DO I NEED TO BE A SUCCESSFUL SERVICE DESK ADMINISTRATOR?

• Experience/skills in:

• • IT with a focus on network support, implementation, and remote and onsite support
  • Administering current Windows desktop operating systems (user creation, mail flow management, shared mailboxes and distribution lists, group memberships and permissions, setting up MFA), Windows server operating systems, Exchange, Office 365, and a variety of backup solutions, routers, firewalls, and virtual/cloud-based technologies.
  • Using a triaging or priority system to gauge client issues and impact.
  • Working knowledge of Active Directory, MS Portal, and basic networking

• Personal skills and abilities:

• • Dedication to exceptional, professional service through patience, empathy, solution orientation, follow-up and effective communication
  • Excellent communication (verbal and written in English; feedback, listening and comprehension), documentation (for all levels internally and externally), detail and time management skills (prioritizing and multitasking)
  • Ability to build rapport and work productively with others (customers and teammates); ability to work independently; and ability to manage conflict and stressful situations
  • Strong sense of initiative and ownership over work and ability to adapt focus and work as necessary. Ability to work effectively and complete assigned tasks with minimal supervision

WHAT QUALIFICATIONS WOULD REALLY HELP SET ME APART FROM OTHER APPLICANTS?

• Associate degree/college diploma or higher in Information Technology or equivalent experience.
• 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.
• Experience with Apple OSX and iOS.
• Knowledge and experience working with Microsoft Office 365, Microsoft Azure and other Cloud service offerings; network and connectivity troubleshooting; managing SharePoint, Event Viewer and Teams.
• Familiarity with Group Policy and experience in documentation.

WHAT IS THE WORK ENVIRONMENT LIKE?

• Normal office working conditions. Work requires regular sitting/standing at a desk, working with a computer. This position requires standing, walking, sitting, using hands, seeing, reaching, talking, writing, and hearing; it may require occasionally carrying or lifting equipment (10-50 pounds) if working on-site.
• Position may require hours that exceed normal working hours per day during peak periods or ability to occasionally work on-call shifts (nights, weekends or holidays).
• Position requires contact with others - in meetings, by phone or by email. Interactions focus on data collection, problem solving, needs analysis and technical work. Interactions are initiated in person or electronically.
• Position may require some travel to customer sites using personal transportation.

WHY SHOULD YOU WORK HERE?

• Group benefits plans, including medical, dental, vision in US and health savings and dental in Canada, including retirement plans (401k and RRSP).
• Training and certification reimbursement is also available so we can help you grow.
• We believe feedback makes us better. You can expect regular meetings with your manager and quarterly conversations about your performance and growth.
• Many teambuilding and company events throughout the year so you can get to know your teammates on a more personal level, as well as kick back and have some fun (families are often included as well).

PERFECT FIT....

If this sounds like your type of place and you can wow us with your spectacular skill set, then we would love to hear from you!

We are an equal opportunity employer and invite diversity in our applicants; our differences make us stronger! We welcome and encourage applications from qualified candidates of all races, sexes, colors, religions, sexual orientations, disabilities, ages, and gender identities. Accommodation is available upon request for candidates taking part in all stages of the selection process.