L1 Service Desk Administrator - On-site - Scottsdale, AZ

GMI - Global Market Innovators; Scottsdale (AZ); On-site; USD 40,000 - 55,000; Full time

Benefits offered by this job

Medical, Dental, Vision Insurance

401K with company match

Unlimited vacation

Opportunities for advancement

Job summary

An innovative service desk provider in Scottsdale, AZ, is seeking an L1 Service Desk Administrator responsible for answering customer calls, troubleshooting issues, and providing support. Candidates should have a High School Diploma and ideally an Associate's Degree in IT. Key skills include multitasking, communication, and a basic understanding of IT systems. This role offers benefits like medical insurance, a 401K plan with a company match, and unlimited vacation. Apply to join a growing company and advance your career!

Qualifications

• A High School Diploma or GED is required.
• An Associate’s Degree in IT is preferred or relevant work experience.
• Must have a valid Driver's License.
• Must clear Level 1 Fingerprint clearance from State of AZ.

Responsibilities

• Answer all calls received through assigned call queues.
• Respond to tickets within SLAs.
• Provide basic troubleshooting and support.
• Communicate key incidents to Supervisor.
• Identify opportunities to improve team performance.

Skills

IT Support

Communication Skills

Multi-tasking

Basic IT Knowledge

Experience with AWS/Azure

Education

High School Diploma or GED

Associate’s Degree in IT or related field

Job description

Position Details

Title: L1 Service Desk Administrator

Department: Managed Services

Classification: Full-time, Exempt

Location: Scottsdale, AZ

Travel: ≤10%

Responsibilities

The L1 Service Desk Administrator is responsible for answering calls from assigned Service Desk and Help Desk call queues. This role's primary function is to serve as the first point of contact for the customer user base, including information gathering, initial triage, resolution and, if necessary, escalation back to the customer. Key responsibilities include:

• Answer all calls received through assigned call queues.
• Respond to assigned tickets within appropriate service level agreements for customers (SLA's).
• Answer all incoming tickets through internal Chat system.
• Provide basic level troubleshooting and support such as password resets, application or workstation troubleshooting, and specific tasks as outlined in standard operating procedure documents (SOP's).
• Perform on/offboarding as outlined by customers SOP.
• Communicate key incidents to Supervisor that may have an impact on 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.
• Follow documented procedures for each customer's individual path of escalation for non‑L1 or out‑of‑scope issues.
• Frequest travel among client sites as required.

Qualifications

Education

• A High School Diploma or GED.
• Associate’s Degree in IT or related field preferred or related years of related work experience.

Skills and Certification

• Google IT Support Professional Certificate.
• MUST have a valid Driver's License.
• MUST be able to clear Level 1 Fingerprint clearance from State of AZ.

Knowledge and Experience

• Ability to effectively multi‑task multiple tickets/project.
• Basic understanding of IT systems and networks.
• Excellent verbal and written communication skills.
• Experience performing analysis utilizing network and system monitoring consoles.
• Experience with cloud computing and AWS and/or Azure services.
• Strong understanding of networking and associated protocols.

Physical Demands

• 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.

Benefits

• Medical, Dental, Vision Insurance.
• 401K with company match.
• Unlimited vacation – work hard, play hard!
• Growing company with opportunities for advancement.