Service Desk Administrator
3 days ago
SOS International LLC is seeking a skilled Service Desk Administrator to provide top-notch IT support to its employees and independent contractors. As a key member of our team, you will be responsible for resolving end-user issues, fulfilling Service Desk requests, and continuously improving our IT support functions.
Key Responsibilities- Resolve end-user issues and fulfill Service Desk requests within defined Service Level Agreements.
- Assist with IT asset management, including procurement, tracking, and disposal of hardware and software assets.
- Perform preliminary troubleshooting of Windows/macOS operating systems and all standard software.
- Troubleshoot hardware such as printers/scanners and workstations (Laptops and Desktops).
- Resolve IT problems for users in-person or via remote.
- Monitor IT systems and networks for performance and security issues, escalating as necessary.
- Prepare report summaries on Service Desk activities.
- Identify reoccurring issues and recommends constructive resolution.
- Maintain updates and creates Service Desk documentation.
- Conduct user training and create user documentation for IT systems and applications in the form of a knowledge base for common issues or incidents.
- Associates degree or higher in IT, Network Systems, or related work experience.
- 3 years experience with End User Support.
- Extensive expertise in Windows operating systems.
- Excellent interpersonal and communication skills with the ability to interact with others at all levels.
- Experience providing support on Microsoft platform: Microsoft Office 365, Microsoft Teams.
- Experience with VTC Systems and AV support.
- Proven communication skills - both written and verbal presentation.
- Ability to lift 50lbs.
- Bachelor's Degree in Computer Science, or a related field
- Experience in MS Windows Server Environments, VMware Virtual Infrastructure & MS SQL Databases is a plus
- ITIL Foundation certification is a plus
- Familiarity with ISO 20000 is a plus
- Manage Engine ticketing system is a plus
- Microsoft Certified Solutions Associate (MCSA) or Microsoft Certified Solutions Expert (MCSE) is a plus
- Experience with Apple products (Mac, iPhone, iPad) is a plus
- Experience with Android/iOS devices is a plus
- Experience with Service Desk Management System
- Experience in the Defense and Government Services Industry
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