Service Desk Administrator 2

Service Desk Administrator 2 at Convergence Networks is a customer-focused IT support role for Yakima, WA with onsite work and a strong emphasis on resolving help desk requests quickly.

Responsibilities

• Handle a high volume of inbound client phone calls and emails
• Perform initial troubleshooting and manage help desk tickets from intake through resolution
• Resolve tickets on the first contact while identifying when scope requires escalation to a System Administrator, Network Administrator, or other support resources
• Maintain accurate records of communication, resolution steps, assistance needed, and follow-up actions
• Support customer satisfaction through clear communication and effective issue resolution
• Complete other relevant job duties as assigned

Requirements

• 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
• Understanding of networking
• Familiarity with Group Policy
• Technical prowess
• Ability to document work clearly and consistently
• Familiarity with a ticketing and RMM system
• Familiarity with Event Viewer including checking for errors and reviewing logs
• Working knowledge of Windows OS and common applications
• Experience administering current Windows desktop and Windows server operating systems
• Experience with Exchange, Office 365, and a variety of backup solutions
• Experience with routers, firewalls, and virtual/cloud-based technologies
• Experience using a triaging or priority system to evaluate client issues and impact
• Apple OSX and iOS experience
• Ability to work effectively both independently and as part of a team
• Understanding of managed services and the value compared to a typical break-fix environment
• Excellent verbal and written communication
• Skilled at defusing high-stress situations and facilitating technical resolution
• Willingness to learn, adjust, and grow with the company
• Self-starter with a positive attitude

Technologies

• Active Directory
• MS 365 Portal
• Group Policy
• Event Viewer
• Windows OS
• Windows desktop operating systems
• Windows server operating systems
• Exchange
• Office 365
• Ticketing system
• RMM system
• Routers
• Firewalls
• Virtual/cloud-based technologies
• Apple OSX
• iOS

Compensation

• USD 23 - 29 per hour

Benefits

• Group benefits plans including medical, dental, and vision
• 401k
• Education and certification reimbursement
• Regular meetings with your manager and quarterly conversations about performance and growth
• Many teambuilding and company events throughout the year; families are oftentimes included

Work Environment

• Normal office working conditions; regular sitting/standing at a desk and working with a computer
• Requires standing, walking, sitting, using hands, seeing, reaching, talking, writing, and hearing
• May require occasional carrying or lifting equipment (10-50 pounds) when working onsite
• May require hours exceeding normal working hours during peak periods; on-call or travel work may include nights or weekends
• Regular contact with others via meetings, phone, and email
• Interactions involve data collection, problem solving, needs analysis, and technical training development
• Interactions occur in person or electronically
• Some travel may be required to Convergence or client sites

Why Work Here

• Culture of unity, transparency, and trust
• Leadership focus on supporting personal and professional growth
• Group benefits plans including medical, dental, and vision plus 401k
• Education and certification reimbursement to support growth
• Regular manager meetings and quarterly performance and growth conversations
• Strong team collaboration with an emphasis on bringing top teammates together
• Company events throughout the year, including occasions where families are oftentimes included