Title: L2 Service Desk Administrator
Department: Service Desk
Classification: Full-time, Exempt
Reports to: Delivery Manager
Location: Hybrid
Travel: On Customer Prem
PRIMARY FUNCTION
The L2 Service Desk Administrator is primarily responsible for answering calls from Customer staff. This role?s primary function is to serve as the first escalation point of contact for the customer?s user base. This includes information gathering, initial triage, resolution and if necessary, escalation back to the customer. Key responsibilities include:
Coordinating implementation of equipment for existing and new customers
Create documentation for customers and keep documentation up to date with an attention to detail and natural desire to be thorough
Providing turnover of new implementations
Responsible for resolving technical escalations from the Service Desk staff
Resolve/troubleshoot advanced technical issues
Assist in resolving software/application issues as it relates to the infrastructure
Respond to assigned tickets within appropriate service level agreements for customers (SLA?s)
Communicate key incidents to Supervisor that may have an impact to the larger team or customers
Maintain open communication with the Service Desk team and Supervisor primarily via Microsoft Teams to stay current on any ongoing issues
Identify opportunities to improve team performance and documentation
QUALIFICATIONS
Education
A High School Diploma or GED
Associate degree in IT or related field preferred or equivalent years of relevant work experience
Skills and Certification
A High School Diploma or GED
Associates Degree in IT or related field preferred or related years of related work experience
Knowledge and Experience
Intermediate level of knowledge installing, configuring and supporting systems solutions
Intermediate level of knowledge supporting, diagnosing and facilitating resolution of hardware, operating system and application related issues
Basic level of knowledge configuring and support cloud-based applications including Office 365, Teams and hosted file storage
Experience interacting with and managing activities with vendors
Intermediate level of knowledge knowledge in installing, configuring and supporting desktop applications including Microsoft Office (primarily Office 365 applications), IE and common antivirus applications and desktop imaging software. Basic level of knowledge installing, configuring and supporting server related applications including SharePoint, Microsoft SQL Server and common backup software applications
Basic level of knowledge installing, configuring and supporting Microsoft server operating systems. Linux OS experience helpful
Basic level of knowledge troubleshooting and resolving network related issues on HP and Dell hardware
Excellent verbal and written communication skills
Basic understanding of networking and associated protocols
Must be able to clear State of Arizona background for a Finger Print Clearence card
Additional Information
While performing the duties of this job, the employee is regularly required to stand, sit, talk, hear and use hands and fingers to operate a computer
Ability to sit at a computer terminal for an extended period
Light to moderate lifting is required
Reasonable accommodations may be made to enable individuals with disabilities to perform these functions
