Service Desk Administrator 2

Convergence Networks; Yakima (WA); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401k

Job summary

Convergence Networks is seeking a Service Desk Administrator 2 to deliver high-quality IT support across networks, servers, and desktops. You will triage, diagnose, and resolve issues via phone, email or in person, and escalate complex problems to specialists when required.

The role emphasizes customer focus, teamwork, and proactive problem solving in a managed services environment. A strong foundational IT background is required, with experience in Windows and cloud services.

Qualifications

• Experience responding to IT requests via phone, email, and in person.
• Hands-on troubleshooting of networks, servers and workstations.
• Familiarity with Active Directory and MS 365 Portal.
• Knowledge of networking concepts and Group Policy.
• Experience with Windows desktop and server OS, Exchange, Office 365.
• Experience with on-site and remote support; strong communication.

Responsibilities

• Answer a high-volume of inbound calls and emails and perform initial troubleshooting.
• Resolve tickets on first contact when possible; escalate when needed.
• Maintain accurate records of communications, resolutions, and follow-ups.
• Ensure customer satisfaction with service and resolution.
• Perform other duties as assigned.

Skills

IT support

Active Directory

MS 365 Portal

Networking basics

Windows OS

Troubleshooting

Customer service

Ticketing system

On-site support

Tools

RMM software

Ticketing system

Job description

SERVICE DESK ADMINISTRATOR 2
MANAGED SERVICES
LEVEL 2 IT TECHNICAL SUPPORT

Convergence Networks is one of North America’s leading managed service and managed security providers. We are a service company focused on helping clients leverage technology as a strategic tool and proactively protecting their business. We are fueled by providing outstanding service and sharing our passion for innovative technology as part of our integrated solutions.

Position Summary

The Service Desk Administrator (SDA) is responsible for providing excellent customer experience by responding to and resolving incoming IT requests and alerts from our customers over the phone, through email, and in person. You will work on a variety of technical issues, from diagnosing network, server, and workstation problems, to thinking outside of the box to troubleshoot solutions and resolve complex problems.

WHAT WILL YOU DO AS A SERVICE DESK ADMINISTRATOR?

• Answer a high-volume of inbound phone calls and emails from clients and perform initial troubleshooting on help desk tickets.
• Resolve customer tickets on the first contact, but also be able to determine when issue scope requires that a ticket be escalated to a System or Network Administrator or other support resource.
• Maintain accurate records on communication, resolution, assistance needed and follow-up.
• Ensure customer satisfaction with service, communication and issue resolution.
• Other relevant job duties as assigned.

WHAT SKILLS DO I NEED TO BE A SUCCESSFUL SERVICE DESK ADMINISTRATOR?

• Empathy, patience, and willingness to learn
• IT background with a focus on network support, implementation, and remote as well as onsite support.
• Familiarity with Active Directory and MS 365 Portal
• Understanding of networking
• Familiarity with Group Policy
• Technical prowess
• Documenting
• Familiarity with a ticketing and RMM system
• Familiarity with Event Viewer (checking for errors, reviewing logs)
• Familiarity with Windows OS and common applications
• Experience with administering current Windows desktop operating systems, Windows server operating systems, Exchange, Office 365, and a variety of backup solutions, routers, firewalls, and virtual/cloud-based technologies.
• Experience using a triaging or priority system to gauge client issues and impact.
• Apple OSX and iOS experience.
• Ability to work effectively within a team as well as independently.
• Understanding of managed services and the value offered over a typical break-fix environment.
• Excellent communication (verbal and written)
• Skilled at defusing high-stress situations and facilitating resolution to technical problems.
• Willingness to learn, adjust, and grow with our company.
• Self-starter with a positive attitude.

WHAT IS THE WORK ENVIRONMENT LIKE?

• Normal office working conditions. Work requires regular sitting/standing at a desk, working with a computer. This position requires standing, walking, sitting, using hands, seeing, reaching, talking, writing, and hearing; it may require occasionally carrying or lifting equipment (10-50 pounds) if working on‑site.
• Position may require hours that exceed normal working hours per day during peak periods; on-call or travel work may include nights or weekends
• Position requires regular contact with others - in meetings, by phone or by email.
• Interactions focus on data collection, problem solving, needs analysis and technical training development. Interactions are initiated in person or electronically.
• Position may require some travel to Convergence or client sites.

WHY SHOULD YOU WORK HERE?

• Culture of unity, transparency, and trust. Our leadership team wants you to be successful at Convergence, and we will do anything we can to support your personal and professional growth.
• Group benefits plans including medical, dental, vision, and 401k.
• Education and certification reimbursement is also available so we can help you grow.
• We believe feedback makes us better. You can expect regular meetings with your manager and quarterly conversations about your performance and growth.
• Outstanding teammates. We’re very selective to make sure we have the best staff available for you to work alongside!
• Many teambuilding and company events throughout the year so you can get to know your teammates on a more personal level, as well as kick back and have some fun (families are oftentimes included as well).

We are an equal opportunity employer and invite diversity in our applicants; our differences make us stronger! We welcome and encourage applications from qualified candidates of all races, sexes, colors, religions, sexual orientations, disabilities, ages, and gender identities. Accommodations are available upon request for candidates taking part in all stages of the selection process.

The compensation range for this position includes base salary and variable compensation. Individual compensation is determined by a combination of factors including skills, experience, qualifications, and geographic location. In addition to base salary, eligible employees may have opportunities to participate in variable incentive programs designed to reward individual and organizational performance. We are committed to pay transparency and comply with all applicable pay transparency legislation.