Bachelor's Degree with major in Information Technology preferred.
Five years' experience providing end-user support for software, hardware, and applications.
Focus and desire to learn various Information Technology skills
CompTIA A+ Certification preferred
CompTIA Network+ Certification preferred
Familiarity with Microsoft Technologies Familiarity with Cisco Meraki Hardware
Plusses:
Day-to-Day:
The Service Desk Administrator is an application or Systems Support Technician that receives escalation from Service Desk Analysts. Primary handoff responsibility is to ensure initial triage was accurately performed and verified before the incident or issue transfer of responsibility. Upon the transfer of incident responsibility, the Service Desk Administrator is expected to provide an advanced skillset and resolution procedures with sensitivity to severity and priority. If there is a need for assistance, it is likely to escalate to IT Operations, which would involve a warm transfer of responsibility or partnership with IT Operations to close the incident. The Service Desk Administrator is expected to collaborate with IT Operations as needed to generate root cause analysis for any severity two or 3-level incidents.