Service Desk Administrator

Corsica Technologies, LLC; Fort Wayne (IN); On-site; USD 60,000 - 90,000; Full time

Job summary

Corsica Technologies, LLC is seeking a Service Desk Administrator to provide technical oversight and guidance to the Service Desk team. You will resolve escalated end-user issues and handle complex requests while improving Corsica's operational efficiency.

Qualified candidates bring 6+ years of ITSM experience, MSP background preferred, and 2+ vendor certifications. The role emphasizes teamwork, documentation, and ongoing education in a fast-paced environment.

Qualifications

• High school diploma or GED required; associate degree preferred.
• Minimum 6 years of professional ITSM experience; MSP experience preferred.
• At least 2 certifications from Apple, CompTIA, or Microsoft required.

Responsibilities

• Classify and triage escalated incidents, problems, and complex requests.
• Troubleshoot and resolve escalated incidents to restore service quickly.
• Troubleshoot and resolve problems reported by multiple users promptly.
• Manage impact, risk, and implementation of complex client change requests.
• Follow SOPs documented in Knowledge Management System.
• Assist in creating and updating knowledge articles.
• Collaborate with team and escalate with management when needed.
• Maintain and update system documentation and service ticket records.
• Stay current on latest technologies through ongoing education.

Skills

High-paced environment

Client perspective

Time management

Team communication

Attention to detail

Attendance & quality

On-call readiness

Education

High school diploma or GED

Associate degree or better preferred

Tools

Office 365

Google Apps

TCP/IP

DNS

DHCP

Active Directory

Group Policy

Switches/Firewalls

Azure

AWS

SQL Server

RDS

Voice technologies

Job description

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 throughtimely, 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 theamountof 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 elevate 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.

Competenciesand Qualities

Qualified candidates must meet the following job requirements:

• Able to function effectively in a high-paced environment
• Able tounderstand the perspective of the client in all service interactions
• Makes effective use of time and complete tasksefficientlyand 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 haveintermediateexperience with each of the following:
  • Systemhardware, software, and operating systems
  • Cloud solutions such as Office 365and 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 technicalspecialties

Education, Experience, and Certifications

• Must have at least a high school diploma or GED. Associatedegree or better is preferred.
• A minimum of 6 years of professional ITSM experience is required . MSP experience is preferred.
• At least2certifications from leading vendors such as Apple, CompTIA, or Microsoft are required .

Supervisory Responsibility

This position does not have any direct supervisory responsibilities.

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.

Physical Demands

Candidateshould be able to lift20pounds or more.The position will require sitting forlong periodsof timeand 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 hourstotal) 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 berequiredtoparticipatein 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.