IT Service Desk Administrator

As an IT ServiceDesk Administrator – you are a self-directed, action-oriented thinker and problem-solver.  Experiencing working as part of a Global front-line IT ServiceDesk team, problem solver that contributes to the continued success of the company and Information Technology team. In addition to the regular expectations of technology support, the IT ServiceDesk Administrator will act as a liaison to other technology functions and assure that the IT service desk ticket queue is managed in a timely and accurate manner. You will act as the initial escalation point for ServiceDesk technicians and assist team managers with developing and evaluating current and future ServiceDesk initiatives. IT ServiceDesk Admin will assist in coordinating end user-related projects and actively communicate areas of need, urgency, or other pertinent data in a timely manner.

What you'll do & how you'll make your mark:

• Respond to support requests via chat, email, or ticketing system (ServiceNow)
• Provide first-level technical support for Windows and macOS devices
• Troubleshoot issues related to Microsoft 365, email, VPN, and printers
• Assist with password resets, account unlocks, and basic Active Directory tasks
• Set up new user accounts and configure desktops/laptops for onboarding
• Install and update software as directed
• Maintain accurate documentation of issues and resolutions in the ticketing system
• Escalate complex problems to Level 2 or specialized IT teams
• Help track IT assets and support inventory processes
• Support local and remote employees with professionalism and patience

Who you are & what you’ll need to succeed. 

• 1–2 years of IT support experience (help desk, desktop support, or equivalent)
• Familiarity with Windows 10/11, macOS, Microsoft Office 365, and basic networking concepts
• Experience with common IT support tools (e.g., ServiceNow, remote desktop software)
• Ability to troubleshoot common hardware and software issues
• Basic Active Directory experience (user account support, password resets)
• Strong communication, organization, and customer service skills
• Ability to work independently and manage multiple support tickets at once
• A+, MCP, or other relevant IT certifications are a plus