Service Desk Administrator

Found in: Appcast Linkedin GBL C2 - 2 weeks ago


Houston, United States VC5 Consulting Full time

Position Summary

The Service Desk Administrator will be responsible for providing excellent customer service and resolving all technical issues enterprise-wide. This position will be part of the ‘Face of the IT Department’ and the ideal candidate for this role will have a solid technical background combined with strong customer service experience/abilities. The Service Desk Administrator must be an expert at problem-solving with a positive attitude, and one that can achieve specific goals and department initiatives.


Key Areas of Responsibility

  • Conduct the daily operations of the organization’s end-user support services with the goal of first contact resolution.
  • Resolves business process and system issues and defines and/or updates procedures appropriately.
  • Evaluate and manage technical support systems, hardware, and software and makes recommendations for improvement.
  • Gather information to diagnose technical hardware and software issues; apply problem-solving skills and resolve the request effectively.
  • Conduct extensive troubleshooting to resolve hardware and software issues.
  • Maintain and stay current with system information, changes, and updates.
  • Utilize tools to remotely access end-user systems and perform corrective actions to resolve the users’ problems.
  • Complete reports, track/log/route problems, issues, requests, and document resolutions in written form or escalate to the responsible resource for resolution
  • Other duties as assigned


Knowledge, Skills, & Abilities

  • 3-5 years of proven work experience as a Service Desk Administrator in an Enterprise environment required
  • Hands-on experience with Service Desk and remote-control software
  • Hands-on experience supporting Windows and Mac OS
  • Solid technical background with an ability to give instructions to a non-technical audience
  • Customer-service-oriented with a problem-solving attitude


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