Service Desk Administrator

The Service Desk Administrator is the primary contact for all IT services via the service desk (tickets phone teams email etc.) for all M3 USA Business Units.  They handle route and resolve all service requests as quickly as possible including training writing of knowledge base articles and working with L2 and L3 support as necessary for quick resolutions to user issues. 

Essential Duties and Responsibilities:

Including but not limited to the following:

• Clearly communicate technical solutions in a user-friendly professional manner.
• Provide one-on-one end-user training as needed.
• Quickly respond to all requests and resolve on First Call as often as possible. (FCR goal > 80% )
• Properly assign and route tickets to other areas of IT providing detailed documentation when escalating or routing tickets.
• Escalate more complex technical issues as needed while still maintaining full contact with user.
• Troubleshoot resolve and document network printer problems.
• Troubleshoot resolve and document end user hardware and software issues.
• Conduct hardware and software inventory database maintenance and upkeep.
• Assist with maintaining the service catalog.
• Assist with building and maintaining the Knowledge Base.
• Assist with desktop installations as needed.
• Assist with onboarding / offboarding tasks.

Qualifications :

• Associates degree or equivalent experience
• CompTIA A HDI ITIL Training preferred
• 1 2 Years IT Technical support experience

Additional Information :

Benefits:

A career opportunity with M3 USA offers competitive wages and benefits such as:

• Health and Dental
• Life Accident and Disability Insurance
• Prescription Plan
• Flexible Spending Account
• 401k Plan and Match
• Paid Holidays and Vacation
• Sick Days and Personal Day

*M3 reserves the right to change this job description to meet the business needs of the organization

M3 USA is an equal opportunity employer committed to the principles of inclusion and diversity for all employees and to providing employees with a work environment free of discrimination and harassment.

All employment decisions at M3 USA are based on business needs job requirements and individual qualifications without regard to race color religion or belief national social or ethnic origin sex (including pregnancy) age physical or mental disability medical history or genetic information sexual orientation gender identity and/or expression marital status past or present military service family or parental status or any other status protected by the federal state or local laws or regulations in the locations where we operate.

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Remote Work :

No

Employment Type :

Full-time