Service Desk Administrator

SERVICE DESK ADMINISTRATOR- Location: Maryland

Purpose 

Our clients rely on the IT services we provide so they can serve their customers/clients, employ their staff, and add value to their communities. Increasing client confidence through timely, professional, friendly, and knowledgeable remote-support service is paramount to being the IT Leader we strive to be. Additionally, Corsica depends on the efficiency of Service Desk members to keep costs low. The Service Desk Administrator provides technical oversight and guidance to other Service Desk team members and applies specialized knowledge and skills to resolve escalated end user support issues and complex requests. The Service Desk Administrator also helps increase Corsica's overall operational efficiency by minimizing the amount of issues escalated to Corsica's most senior technical resources.

Responsibilities 

The responsibilities for this position include: 

• Classify and triage escalated incidents, problems, and complex requests.
• Troubleshoot and resolve escalated incidents to return service to clients as quickly as possible.
• Troubleshoot and resolve problems reported by two or more users as quickly as possible.
• Manage the impact, risk, and implementation of complex client change requests.
• Follow standard operating procedures as documented in the Knowledge Management System. 
• Assist in creating and updating knowledge articles to be used by other service desk personnel.
• Work with the team and escalate as needed with the assistance of management.
• Maintain and update system documentation and service ticket records.
• Stay up to date on the latest technologies through ongoing education.

Competencies and Qualities 

Qualified candidates must meet the following job requirements: 

• Able to function effectively in a high-paced environment
• Able to understand the perspective of the client in all service interactions
• Makes effective use of time and complete tasks efficiently and on time
• Able to work with a team, communicate effectively, and have high attention to detail
• Meets client and corporate expectations for attendance, quality, and performance
• Must have intermediate experience with each of the following:
  • System hardware, software, and operating systems
  • Cloud solutions such as Office 365 and Google Apps
  • Networking concepts such as TCP/IP, DNS, and DHCP
  • Active Directory and Group Policy administration
  • Switches, firewalls, and advanced infrastructure
  • Cloud-based data-centers such as Azure and AWS
  • Server applications such as SQL Server and RDS
  • Voice technologies and phone systems
• Must have advanced experience in at least one or more technical specialties

Education, Experience, and Certifications 

• Must have at least a high school diploma or GED. Associate degree or better is preferred. 
• A minimum of 6 years of professional ITSM experience is required. MSP experience is preferred. 
• At least 2 certifications from leading vendors such as Apple, CompTIA, or Microsoft are required. 

Supervisory Responsibility 

This position does not have any direct supervisory responsibilities. 

Work Environment 

In most cases, work will be performed in a climate-controlled office space. Work will require the use of standard office equipment, such as computers, phones, and multi-function printers. The position will be expected to make use of specialized tools and software for troubleshooting and system administration. 

Travel 

This position requires less than 1% travel with no overnight travel expected.  This position requires local travel, up to daily, to client sites.

Physical Demands 

Candidate should be able to lift 20 pounds or more. The position will require sitting for long periods of time and may occasionally require lifting, bending, and driving.  

Position Type/Expected Hours of Work 

This is a full-time position for five, eight-hour days (40 hours total) per week. A one-hour lunch break is provided. Shifts start times range from 6:00 AM to 9:00 AM and the assigned shift will be communicated in advance. This position may also be required to participate in an on-call rotation to act as an escalation point for Tier 1 resources outside of normal business hours.

Other Duties 

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.