Service Desk Administrator

The Service Desk Administrator for installing new software releases, system upgrades, installing patches and resolving end-user software and hardware related issues. This position is also responsible for customer service and technical support for the Enterprise alongside a team of other Service Desk Administrators. Contributes to practices, procedures, and concepts related to Information Technology as it relates to the organization.

·        Deploy and configure desktops/laptops, printers, networking devices, and software

·        Install/upgrade operating systems and application software

·        Image systems with Microsoft Development Toolkit (MDT) and other imaging tools

·        Diagnose Windows 11, Office 365 and other application issues

·        Track and maintain computer assets using asset management tools

·        Set up new hire computer equipment and VoIP Phones

·        Administer Active Directory Users and Groups on the domain

·        Assist users with remote access through VPN.

·        Ensure all ticket communication & follow up in a timely manner based on established SLA

·        Diagnose and fix problems with Laptops and Desktops, as company standard hardware.

·        Deploy, diagnose, and fix problems with iPhone and Android smartphones (MDM)

·        Review current system and make technical/process recommendations for improving efficiency

·        Implement and maintain security standards, procedures, and guidelines for multiple platforms

·        Keep deployed systems up to date with OS, hardware and software patches and upgrades

·        Demonstrate professionalism in response to customer requests

·        Coordinate with customers to upgrade, retire or consolidate applications and server hardware as appropriate

·        Research and/or contact vendors regarding technical problems and solutions

Technical experience should include:

·        Strong Microsoft Windows background

·        Knowledge of various computer software applications, hardware platforms, networking components and LAN/WAN architecture

·        Experience installing, configuring, and troubleshooting Windows Operating Systems

·        Installation and configuration of hardware and software

·        Active Directory user account configuration and maintenance

·        Proficiency in Microsoft Office suite (365 experience preferred)

·        Experience troubleshooting common networking issues on client systems

·        Strong knowledge of standard networking protocols such as TCP/IP, DHCP, DNS, and network hardware such as switches and routers

General experience should include:

·        Experience in a fast-paced environment

·        Deep interest in learning and developing new skills

·        Excellent oral and written communication skills

·        Strong organizational skills and ability to manage multiple tasks concurrently

·        Excellent time management, scheduling, and organizational skills

·        Ability to work well independently as well as follow detailed instructions for completing tasks

·        Must be a team player and be able to work within all levels of a project team

·        Excellent Customer Service skills

·        Requires proactive problem solving and troubleshooting/diagnostic skills.

·        Ability to lift standard PC equipment and peripherals for the purpose of installation / moves / replacements / etc. Approximately 50 lbs.

·        Experience working in a corporate IT environment

Desired experience should include:

·        An industry certification such as A+, Network +, MCSA, etc.

·        Security + preferred

·        Basic Microsoft Entra understanding

·        ITSM preferably ServiceNow

·        Intune

·        Endpoint Management tools, preferably ManageEngine

·        Microsoft 365 Administration

Minimum Training/Education Required:

·Associate’s, degree in Computer Science, Information Systems or related technical degree, or equivalent years of experience

·        Minimum of three (2) years of experience in Service Desk environment

Clearance Requirements:

·        Ability to obtain/maintain a DoD SECRET clearance

Please Note: U.S. Citizenship is required for most MTSI positions.

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