What are the responsibilities and job description for the Service Desk Administrator position at The Intersect Group?
Service Desk Administrator
Shift: 3rd Shift (3:00 AM – 11:00 AM)
The Service Desk Administrator serves as a senior technical resource within the IT Service Desk, providing technical leadership, guidance, and escalation support for complex end-user issues. This role is responsible for resolving advanced technical incidents, mentoring Service Desk team members, improving operational efficiency, and ensuring timely delivery of high-quality IT support. The ideal candidate thrives in a fast-paced environment, possesses strong troubleshooting skills across multiple technologies, and is committed to delivering exceptional customer service.
Key Responsibilities
- Provide technical guidance and support to Service Desk team members on escalated technical issues.
- Troubleshoot and resolve complex end-user incidents and service requests across a variety of technologies.
- Classify, prioritize, and triage escalated incidents, problems, and advanced service requests.
- Manage the implementation, impact, and risk associated with complex change requests.
- Maintain accurate service ticket documentation and system records.
- Create, update, and maintain technical documentation and knowledge base articles.
- Follow established standard operating procedures and knowledge management processes.
- Collaborate with internal technical teams and management to resolve issues efficiently.
- Continuously develop technical knowledge through ongoing training and professional development.
- Identify opportunities to improve operational efficiency and reduce unnecessary escalations.
- Ensure service interruptions affecting multiple users are resolved as quickly as possible.
Required Qualifications
- Minimum of 6 years of professional IT Service Management (ITSM) experience.
- Managed Services Provider (MSP) experience is preferred.
- High school diploma or GED required; Associate degree or higher preferred.
- Minimum of two industry certifications from recognized vendors such as Microsoft, CompTIA, Apple, or equivalent.
Technical Requirements
Candidates should possess intermediate experience with the following:
- Windows operating systems, system hardware, and software support
- Microsoft 365 and Google Workspace administration
- Networking concepts including TCP/IP, DNS, and DHCP
- Active Directory and Group Policy administration
- Network infrastructure including switches, firewalls, and related technologies
- Cloud platforms such as Microsoft Azure and Amazon Web Services (AWS)
- Windows Server technologies, including SQL Server and Remote Desktop Services (RDS)
- Voice technologies and business phone systems
Additionally, candidates must demonstrate advanced expertise in at least one technical specialty.
Desired Skills
- Ability to work effectively in a fast-paced technical support environment.
- Strong customer service mindset with excellent communication skills.
- Ability to prioritize workload and manage time effectively.
- Strong analytical and troubleshooting abilities.
- High attention to detail and commitment to quality.
- Ability to collaborate effectively with cross-functional technical teams.
- Consistently meets performance, attendance, and service quality expectations.
Salary : $30 - $35