Service Desk Administrator

Service Desk Administrator

Requirements

• Experience in an IT Help Desk position resolving IT issues
• Basic hardware/software troubleshooting skills
• Experience in all aspects of Windows Desktop administration (e.g. application and services, troubleshooting, application configuration, networking, user accounts, Active Directory and/or security)

Responsibilities

• Serve as the first point of contact for users seeking technical assistance via phone, email, or in-person.
• Diagnose and resolve technical hardware and software issues, escalating complex problems to appropriate IT teams as necessary.
• Manage user accounts, permissions, and access rights in accordance with security policies and procedures.
• Provide timely and effective support for IT applications, including troubleshooting and resolving application-related issues.
• Maintain accurate records of user interactions, issues, and resolutions in the service desk ticketing system.
• Assist in the development and maintenance of knowledge base articles and user documentation to enhance self-service support options.
• Collaborate with IT teams to implement changes and improvements to service desk processes and workflows.
• Monitor service desk performance metrics and contribute to continuous improvement initiatives.

Preferred Qualifications

• Familiarity with service desk ticketing systems and maintaining accurate records of user interactions, issues, and resolutions
• Experience in developing and maintaining knowledge base articles and user documentation to enhance self-service support options
• Strong collaboration skills to work effectively with IT teams in implementing changes and improvements to service desk processes
• Previous experience supporting OCONUS customers or working in a similar role within a defense or security environment