Job Description:
SERVICE DESK ADMINISTRATOR 2 - MANAGED SERVICES - LEVEL 2 IT TECHNICAL SUPPORT
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.
POSITION SUMMARY
The 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.
WHAT WILL YOU DO?
- Answer a high-volume of inbound phone calls and emails from clients and perform initial troubleshooting on help desk tickets.
- Resolve customer tickets on the first contact, or escalate to a System or Network Administrator when needed.
- Maintain accurate records on communication, resolution, assistance needed and follow-up.
- Ensure customer satisfaction with service, communication and issue resolution.
SKILLS NEEDED
- Empathy, patience, and willingness to learn
- IT background with a focus on network support, implementation, and remote/onsite support
- Familiarity with Active Directory, MS 365 Portal, Group Policy, ticketing/RMM systems, Event Viewer, and Windows OS
- Experience with Windows desktop/server operating systems, Exchange, Office 365, backup solutions, routers, firewalls, and cloud technologies
- Apple OSX and iOS experience
- Excellent communication skills and ability to work in a team or independently
Work is in a normal office environment, may require occasional lifting (10-50 lbs) for on-site work, and occasional hours outside normal business hours.
Convergence Networks is an equal opportunity employer and invites diversity in our applicants; we welcome and encourage applications from qualified candidates of all backgrounds.
Contact Person: Will Simon Phone: 517-940-6867 Email:wsimon@convergencenetworks.com Location: • Yakima, WA Application Method:Apply Online Base Pay:$23.00 - $29.50 Hourly
