L2 Service Desk Administrator - On-site - Scottsdale, AZ

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Position: L2 Service Desk Administrator

The L2 Service Desk Administrator is primarily responsible for answering calls from Customer staff. This role serves as the first escalation point of contact for the customer's user base. This includes information gathering, initial triage, resolution, and if necessary, escalation back to the customer. Key responsibilities are listed below.

• Coordinate implementation of equipment for existing and new customers
• Create and maintain documentation for customers with attention to detail
• Provide turnover of new implementations
• Resolve technical escalations from the Service Desk staff
• Resolve and troubleshoot advanced technical issues
• Assist in resolving software/application issues related to the infrastructure
• Respond to assigned tickets within the defined service level agreements (SLAs)
• Communicate key incidents to the Supervisor that may impact the team or customers
• Maintain open communication with the Service Desk team and Supervisor primarily via Microsoft Teams
• Identify opportunities to improve team performance and documentation

• A High School Diploma or GED
• Associate degree in IT or related field preferred or equivalent years of relevant work experience

• Minimum 2 years verifiable work experience as L1 Service Desk Administrator
• Intermediate knowledge installing, configuring and supporting systems solutions
• Intermediate knowledge supporting hardware, operating systems and applications
• Basic knowledge configuring and supporting cloud-based applications including Office 365, Teams and hosted file storage
• Experience interacting with and managing activities with vendors
• Knowledge of desktop applications including Microsoft Office (Office 365), IE, antivirus, and desktop imaging software
• Experience with server-related applications including SharePoint, Microsoft SQL Server and common backup software
• Basic knowledge of Microsoft server operating systems;
  Linux OS experience helpful
• Basic knowledge troubleshooting network-related issues on HP and Dell hardware
• Excellent verbal and written communication skills
• Basic understanding of networking and related protocols

• Regularly required to stand, sit, talk, hear, and use hands to operate a computer
• Ability to sit at a computer terminal for extended periods
• Light to moderate lifting may be required
• Reasonable accommodations may be made to enable individuals with disabilities to perform these functions

• Medical, Dental, Vision Insurance
• 401K with company match
• Stock Appreciation Rights (SARs) after year one
• Unlimited vacation - work hard, play hard
• Growing company with opportunities for advancement

• Location:
  
  Onsite, Scottsdale, AZ
• Classification:
  Full-time, Exempt
• Travel:
  On Customer Premises
• Job Function:
  Other
• Industries: IT Services and IT Consulting

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