Service Desk Administrator

The Intersect Group; Washington; Hybrid; USD 65,000 - 90,000; Full time

Job summary

The Intersect Group is seeking a Service Desk Administrator to provide technical oversight and guide the Service Desk team in resolving escalated end-user issues and complex requests. This role aims to improve overall operations by reducing escalations to senior resources.

You will stay current with technologies, maintain documentation, and collaborate with management to escalate issues as needed. The position offers a hybrid work model with onsite and remote work possibilities.

Qualifications

• Requires 2 certifications from vendors such as Apple, CompTIA, or Microsoft.
• Minimum of 6 years of professional ITSM experience; MSP experience preferred.
• High school diploma or GED; associate degree or higher preferred.
• Advanced experience in at least one or more technical specialties.
• Strong knowledge of system hardware, software, and operating systems.
• Experience with cloud solutions like Office 365 and Google Apps; networking concepts; AD and Group Policy.

Responsibilities

• Provide technical oversight and guidance to Service Desk staff.
• Resolve escalated end-user issues and complex requests.
• Maintain and update system documentation and service ticket records.
• Create and update knowledge articles for Service Desk personnel.
• Manage impact, risk, and implementation of complex change requests.
• Troubleshoot and resolve incidents to restore service quickly.

Skills

Attention to detail

Team collaboration

Effective communication

Time management

Customer focus

Education

High school diploma or GED

Associate degree or higher preferred

Two certifications from Apple/CompTIA/Microsoft

Tools

Office 365

Google Apps

Active Directory

Group Policy

Azure

AWS

SQL Server

RDS

Job description

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. This role also helps improve overall operational efficiency by minimizing the number of issues escalated to senior technical resources.

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

Requirements

• At least 2 certifications from leading vendors such as Apple, CompTIA, or Microsoft are required.
• A minimum of 6 years of professional ITSM experience is required. MSP experience is preferred.
• Must have at least a high school diploma or GED. Associate degree or better is preferred.
• Must have advanced experience in at least one or more technical specialties.
• 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
• Meets organizational expectations for attendance, quality, and performance.
• Able to work effectively as part of a team, communicate effectively, and maintain a high attention to detail.
• Makes effective use of time and completes tasks efficiently and on time.
• Able to understand the perspective of end users in all service interactions.
• Able to function effectively in a fast-paced environment.

Additional Requirements

• Strong technical background.
• Experience with MDM deployments and/or networking technologies, including firewalls and switches.
• Customer-facing experience preferred.

Work Schedule

• 3–4 days onsite supporting customers is required.
• Remote work is available when not onsite, supporting customers outside the local area.