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Service Desk Administrator

Convergence Networks Yakima, WA

Yakima, WA

Today

$18 - $25/hr Full time Active Directory Cloud Platforms Connectwise

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Job Description

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.

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