Service Desk Administrator

SERVICE DESK ADMINISTRATOR

Purpose

Our clients rely on the IT services we provide so they can serve their customers / clients, employ their staff, and add value to their communities. Increasing client confidence through timely, professional, friendly, and knowledgeable remote-support service is paramount to being the IT Leader we strive to be. Additionally, Corsica depends on the efficiency of Service Desk members to keep costs low. The Service Desk Administrator provides technical oversight and guidance to other Service Desk team members and applies specialized knowledge and skills to resolve escalated end user support issues and complex requests. The Service Desk Administrator also helps increase Corsica's overall operational efficiency by minimizing the amount of issues escalated to Corsica's most senior technical resources.

Responsibilities

The responsibilities for this position include :

• Classify and triage escalated incidents, problems, and complex requests.
• Troubleshoot and resolve escalated incidents to return service to clients as quickly as possible.
• Troubleshoot and resolve problems reported by two or more users as quickly as possible.
• Manage the impact, risk, and implementation of complex client change requests.
• Follow standard operating procedures as documented in the Knowledge Management System.
• Assist in creating and updating knowledge articles to be used by other service desk personnel.
• Work with the team and escalate as needed with the assistance of management.
• Maintain and update system documentation and service ticket records.
• Stay up to date on the latest technologies through ongoing education.

Competencies and Qualities

Qualified candidates must meet the following job requirements :

System hardware, software, and operating systems

Education, Experience, and Certifications

Supervisory Responsibility

This position does not have any direct supervisory responsibilities.

Work Environment

In most cases, work will be performed in a climate-controlled office space. Work will require the use of standard office equipment, such as computers, phones, and multi-function printers. The position will be expected to make use of specialized tools and software for troubleshooting and system administration.

Travel

This position requires less than 20%-30% travel with no overnight travel expected. This position does require occasional travel to complete work onsite at client locations.

Physical Demands

Candidate should be able to lift 20 pounds or more. The position will require sitting for long periods of time and may occasionally require lifting, bending, and driving.

Position Type / Expected Hours of Work

This is a full-time position for five, eight-hour days (40 hours total) per week. A one-hour lunch break is provided. Shifts start times range from 6 : 00 AM to 9 : 00 AM and the assigned shift will be communicated in advance. This position may also be required to participate in an on-call rotation to act as an escalation point for Tier 1 resources outside of normal business hours.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.