Service Desk Administrator - Level 1

SERVICE DESK ADMINISTRATOR
MANAGED SERVICES TECHNICAL SUPPORT
PORTLAND HYBRID
$2227/hour

Convergence Networks is one of North Americas leading managed service and managed security providers. We are a service company focused on helping clients leverage technology as a strategic tool and proactively protecting their business. We are fueled by providing outstanding service and sharing our passion for innovative technology as part of our integrated solutions.

POSITION SUMMARY

The Service Desk Administrator (SDA) is responsible for providing excellent customer experience by responding to and resolving incoming IT requests and alerts from our customers over the phone through email and in person. You will work on a variety of technical issues from diagnosing network server and workstation problems to thinking outside of the box to troubleshoot solutions and resolving complex problems.

This job operates at a very fast pace and you must be comfortable handling high volumes of request tickets and phone calls. This position is similar to a Help Desk Analyst Tier 1 Help Desk or Junior Network Administrator and offers many opportunities to advance within Convergence.

WHAT WILL YOU DO AS A SERVICE DESK ADMINISTRATOR

• Answera highvolume ofinbound phone calls and emailsfromclients and perform initialtroubleshootingon help desk tickets.
• Resolve customer tickets on the first contact but also be able to determine when issue scope requires that a ticket be escalated to aSystem or NetworkAdministratoror other support resource.
• Maintain accurate records on communication resolution assistance needed and followup.
• Ensure customer satisfaction with service communication and issue resolution.
• Other relevant job duties as assigned.

WHAT SKILLS DO I NEED TO BE A SUCCESSFULSERVICE DESK ADMINISTRATOR

• Empathy patience and willingness to learn
• IT background with a focus on network support implementation and remote as well as onsite support.
• Familiarity with Active Directory and MS 365 Portal
• Understanding of networking
• Familiarity with Group Policy
• Technical prowess
• Documenting
• Familiarity with a ticketing and RMM system
• Familiarity with Event Viewer (checking for errors reviewing logs)
• Familiarity with Windows OS and common applications
• Experience with administering current Windows desktop operating systems Windows server operating systems Exchange Office 365 and a variety of backup solutions routers firewalls and virtual/cloudbased technologies.
• Experience using a triaging or priority system to gauge client issues and impact.
• Apple OSX and iOS experience.
• Ability to work effectively within a team as well as independently.
• Understanding of managed services and the value offered over a typical breakfix environment.
• Excellent communication (verbal and written)
• Skilled at defusing highstress situations and facilitating resolution to technical problems.
• Willingness to learn adjust and grow with our company.
• Selfstarter with a positive attitude.

WHAT QUALIFICATIONSDO I NEED TO HAVE

• High school diploma or equivalent.
• 2 yearsof relevant experience which may include Service Desk Support Specialist Help Desk Technician Help Desk Analyst or Tier 2 (or similar) in a tiered environment.
• Excellent troubleshooting skills with IT and related hardware and software components (PCs laptops servers firewalls switches routers hard drives Windows operating systems etc..
• Previous experience providing both onsite and remote/phone support in a fast paced high volume environment.

WHAT QUALIFICATIONS WOULD REALLY HELP SET ME APART FROM OTHER APPLICANTS

• Associates degree/College diploma or higher in Information Technology.
• Understanding of and a background in working within the IT managed services provider business model particularly in an IT support role.
• Experience with ConnectWise Kaseya or other similar MSP tools and software.
• Knowledge and experience working with Microsoft Office 365 Microsoft Azure and other Cloud service offerings.

WHAT IS THE WORK ENVIRONMENT LIKE

• Normal office working conditions. Work requires regular sitting/standing at a desk
  working with a computer. This position requires standing walking sitting using
  hands seeing reaching talking writing and hearing; it may require occasionally
  carrying or lifting equipment if working onsite.
• Position may require hours that exceed normal working hours per day during peak
  periods; oncall or travel work may include nights or weekends
• Position requires regular contact with others in meetings by phone or by email.
  Interactions focus on data collection problem solving needs analysis and technical
  training development. Interactions are initiated in person or electronically. Position
  may require some travel to Convergence or client sites.

WHY SHOULD YOU WORK HERE

• Culture of unity transparency andtrust. Our leadership team wants you to be successful at Convergence and we will do anything we can to support your personal
  and professional growth.
• Group benefits plans (including medical dental vision in US and health savings and
  dental in Canada including retirement plans 401k and RRSP).
• Education and certification reimbursement is also available so we can help you grow.
• We believe feedback makes us better. You can expect regular meetings with your
  manager and quarterly conversations about your performance and growth.
• Outstanding teammates. Were very selective to make sure we have the best staff
  available for you to work alongside!
• Many teambuilding and company events throughout the year so you can get to know
  your teammates on a more personal level as well as kick back and have some
  fun(families are oftentimes included as well).

PERFECT FIT

If this sounds like your type of place and you can wow us with your spectacular skill set then we would love to hear from you!

We are an equal opportunity employer and invite diversity in our applicants; our differences make us stronger! We welcome and encourage applications from qualified candidates of all races sexes colors religions sexual orientations disabilities ages and gender identities. Accommodation is available upon request for candidates taking part in all stages of the selection process.Please contact