Service Desk Administrator 1

Convergence Networks is seeking a Service Desk Administrator to support clients in Lansing, MI through fast, accurate help desk service. In this onsite role, you will respond to incoming IT requests and alerts and help keep customers productive by troubleshooting issues across networks, servers, and workstations.

What you’ll do

• Handle a high volume of inbound phone calls and emails, performing initial troubleshooting on help desk tickets.
• Work to resolve customer tickets on the first contact, while identifying when an issue needs escalation to a System or Network Administrator or another support resource.
• Maintain clear, accurate records of communication, resolutions, assistance needed, and follow-up actions.
• Support customer satisfaction through service quality, communication, and issue resolution.
• Complete other relevant duties as assigned.

Key qualifications

• High school diploma or equivalent.
• 2+ years of relevant experience, such as Service Desk Support Specialist, Help Desk Technician, Help Desk Analyst, or Tier 2 (or similar) in a tiered environment.
• Strong troubleshooting skills across IT and related hardware and software, including PCs, laptops, servers, firewalls, switches, routers, hard drives, and Windows operating systems.
• Experience delivering onsite and remote or phone support in a fast-paced, high volume environment.
• 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, including Group Policy.
• Knowledge of networking and experience triaging or using a priority system to gauge client issues and impact.
• Experience documenting work and using a ticketing and RMM system.
• Familiarity with Event Viewer (checking for errors and reviewing logs).
• Experience with Windows OS and common applications, including administering current Windows desktop operating systems and Windows server operating systems.
• Exposure to Exchange, Office 365, and a variety of backup solutions, plus routers, firewalls, and virtual or cloud-based technologies.
• Apple OSX and iOS experience.
• Ability to work independently and as part of a team.
• Understanding of managed services and how they differ from break-fix support.
• Excellent verbal and written communication, with the ability to de-escalate high-stress situations and drive technical resolution.
• Willingness to learn, adjust, and grow with the company, along with self-starter motivation and a positive attitude.

Technologies you may work with

• Active Directory, MS 365 Portal, Group Policy
• Event Viewer, Windows OS (Windows desktop and Windows server)
• Exchange, Office 365
• RMM, Apple OSX, iOS
• ConnectWise, Kaseya
• Microsoft Azure, Microsoft Office 365

Pay and schedule details

• Location: Lansing, MI (onsite)
• Compensation: USD 18 - 22 per hourly
• Normal office conditions with desk work and computer use
• Role may occasionally require standing, walking, reaching, talking, writing, and hearing; on-site work may include carrying or lifting equipment (10-50 pounds)
• During peak periods, working hours may exceed normal expectations; on-call or travel may include nights or weekends
• Some travel to Convergence or client sites may be required

Benefits

• Group benefits plans including medical, dental, vision, and 401k
• Education and certification reimbursement available for continued growth

Work culture

• Culture of unity, transparency, and trust
• Regular meetings with your manager and quarterly conversations about performance and growth
• Outstanding teammates and many teambuilding and company events throughout the year, with families sometimes included