L2 Service Desk Administrator

About This Role

The L2 Service Desk Administrator serves as the first escalation point for customer staff, performing initial triage and resolution of technical issues. This role is crucial for coordinating equipment implementation, maintaining documentation, and supporting various systems for clients.

Responsibilities

• Coordinate implementation of equipment for existing and new customers
• Create and maintain documentation with attention to detail and thoroughness
• Provide turnover for new implementations
• Resolve technical escalations from Service Desk staff
• Troubleshoot and resolve advanced technical issues
• Assist in resolving software/application issues related to infrastructure
• Respond to assigned tickets within appropriate service level agreements (SLA's)
• Communicate key incidents to Supervisor that may impact the team or customers
• Maintain open communication with the Service Desk team via Microsoft Teams to stay current on ongoing issues
• Identify opportunities to improve team performance and documentation

Requirements

• Minimum 2 years verifiable work experience as L1 Service Desk Administrator
• Intermediate level knowledge installing, configuring and supporting systems solutions
• Intermediate level knowledge supporting, diagnosing and facilitating resolution of hardware, operating system and application related issues
• Basic level knowledge configuring and support cloud-based applications including Office 365, Teams and hosted file storage
• Experience interacting with and managing activities with vendors
• Intermediate level knowledge installing, configuring and supporting desktop applications (Microsoft Office, IE, common antivirus, desktop imaging software)
• Basic level knowledge installing, configuring and supporting server related applications (SharePoint, Microsoft SQL Server, common backup software)
• Basic level knowledge installing, configuring and supporting Microsoft server operating systems
• Basic level knowledge troubleshooting and resolving network related issues on HP and Dell hardware
• Excellent verbal and written communication skills
• Basic understanding of networking and associated protocols

Qualifications

• A High School Diploma or GED; Associate degree in IT or related field preferred or equivalent years of relevant work experience
• Minimum 2 years verifiable work experience as L1 Service Desk Administrator

Nice to Have

• Associate degree in IT or related field
• Linux OS experience

Skills

* Required skills

Benefits