Service Desk Administrator

Convergence Networks is hiring a Service Desk Administrator (Level 1) for an onsite role in Yakima, WA. In this position, you will support customers by handling incoming IT requests and alerts, troubleshooting help desk tickets, and coordinating next steps when issues need escalation. The work involves a high volume of phone, email, and in-person support while keeping communication and documentation accurate.

What You’ll Do

• Answer a high volume of inbound calls and emails from clients and perform initial troubleshooting on help desk tickets.
• Resolve customer tickets on first contact when possible, while identifying when a ticket’s scope requires escalation to a System Administrator, Network Administrator, or another support resource.
• Maintain accurate records covering communication, resolution, assistance needed, and follow-up.
• Support customer satisfaction through service delivery, clear communication, and effective issue resolution.
• Perform other relevant duties as assigned.

Requirements

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

Technologies You’ll Work With

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

Skills That Help You Succeed

• Empathy, patience, and a willingness to learn
• IT background with focus on network support, implementation, and remote as well as onsite support
• Familiarity with Active Directory, MS 365 Portal, Group Policy, and networking
• Technical ability and strong documentation practices
• Experience working with a ticketing system and RMM system
• Familiarity with Event Viewer, including checking for errors and reviewing logs
• Experience supporting current Windows desktop operating systems and Windows server operating systems, including Exchange and Office 365, plus familiarity with backup solutions, routers, firewalls, and virtual or cloud-based technologies
• Ability to triage and prioritize issues based on impact
• Apple OSX and iOS experience
• Ability to work effectively both independently and as part of a team
• Understanding of managed services and how they differ from break-fix support
• Excellent verbal and written communication, including defusing high-stress situations to drive resolution
• Self-starter mindset with a positive attitude, plus willingness to adjust and grow

Helpful Qualifications

• Associate’s degree or higher in Information Technology
• Background working within the IT managed services provider business model, particularly in an IT support role
• Experience with ConnectWise, Kaseya, or similar MSP tools and software
• Knowledge and experience with Microsoft Office 365, Microsoft Azure, and other cloud service offerings

Work Environment

• Normal office working conditions with regular sitting/standing at a desk and computer use
• Tasks may include standing, walking, sitting, using hands, seeing, reaching, talking, writing, and hearing
• Occasionally may require carrying or lifting equipment (10-50 pounds) when working on-site
• During peak periods, hours may exceed normal schedules; on-call or travel work may include nights or weekends
• Regular contact with others through meetings, phone, and email
• Work may require some travel to Convergence or client sites

Pay and Benefits

$18 - $25 per hour. Group benefits plans are available, including medical, dental, vision, and 401k. Education and certification reimbursement is also available to support growth.