IT Service Desk Administrator

Our technology team is searching for a Service Desk Administrator to join our IT Operations team in building, maintaining, and supporting robust technical solutions. Must have a thorough knowledge of computer software and hardware, internet applications, networks, and operating systems. The ideal candidate will also understand process design, have great troubleshooting abilities and attention to detail, knowledge of metrics and presentation skills, and be ready to make significant contributions to our IT Service Management ecosystem.

· Participate in service desk support escalation – must be ready and willing to provide expert support at the tier 2-3 level.

· Draft, document, and improve IT processes and workflows

· Perform advanced troubleshooting to diagnose and resolve problems

· Track requests in the ITSM ticketing system and assign/escalate appropriately

· Participate in research, planning, implementation, and support of technical projects

· Analyze and present reviews of incident, service request, and problem resolutions to management

· Assist in configuring workstations for compliance, security, and performance

· Fulfill hardware and software procurements within established limits.

· Maintain endpoint maintenance schedule (software updates, hardware life cycle, etc.) without impacting enterprise productivity

· Ensure security and privacy of data residing on computer systems

· Identify computer or network equipment issues and recommend solutions where appropriate

– This is a remote position with less than 10% travel requirements. Occasional planned travel may be required as part of the role.

5+ years’ experience in an IT support or systems (or related) role

Proven experience as IT Support Representative or relevant position

Excellent diagnostic and problem-solving skills

Excellent communication ability

Excellent organizational and time-management skills

In depth understanding of diverse computer systems and networks

Solid working knowledge of internet security and data privacy principles

Working knowledge of HIPAA and GCP regulations

Degree in Information Systems, Computer Science, engineering, or relevant field

3+ year of experience with enterprise customers, preferably as an SME

Relevant certifications will be an advantage (e.g., CompTIA, Microsoft)

PTO/vacation days, sick days, holidays.

100% paid medical, dental, and vision Insurance. 75% for dependents.

HSA plan

Short-term disability, long-term disability, and life Insurance.

Culture of growth and equality

401k retirement plan