Service Desk Administrator II — IT Support Specialist

Paycom; Yakima (WA); On-site; USD 32,000 - 40,000; Full time

Job summary

Convergence Networks is seeking an experienced Service Desk Administrator to provide outstanding IT support. You will handle high-volume calls and emails, perform initial troubleshooting, and resolve tickets or route to the appropriate team.

The role requires strong knowledge of networking, Windows OS, AD/MS 365, and a service-oriented mindset. On-site and remote support, with occasional travel to client sites, may be required.

Qualifications

• IT background with focus on network support, on-site and remote troubleshooting.
• Experience with diagnosing network, server, and workstation issues.
• Familiarity with Active Directory and MS 365 Portal; strong documentation skills.

Responsibilities

• Respond to high-volume IT requests via phone, email, and in person.
• Troubleshoot and resolve tickets or escalate as needed to specialists.
• Maintain accurate records of communications and resolutions; ensure customer satisfaction.

Skills

Network support

Remote and onsite support

Active Directory

MS 365 Portal

Networking

Group Policy

Documentation

Ticketing system

RMM system

Windows OS & Server

Exchange

Office 365

Backups

Routers & Firewalls

Managed services

Tools

Ticketing system

RMM system

Active Directory

Job description

Convergence Networks is seeking an experienced Service Desk Administrator to provide outstanding IT support. You will handle high-volume calls and emails, perform initial troubleshooting, and resolve tickets or route to the appropriate team.

The role requires strong knowledge of networking, Windows OS, AD/MS 365, and a service-oriented mindset. On-site and remote support, with occasional travel to client sites, may be required.