Service Desk Expert & Escalation Specialist

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

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.