The Role 

As a Senior Service Desk Administrator, you will be responsible on a day-to-day basis for the operation and support of Fusion endpoints and service level support. 

This role involves the support of:

• A scaling endpoint inventory consisting of 250-300 computers, phones and tablets
• Cloud-based systems such as: Office 365, Azure AD, SharePoint, Zoom, Teams, RingCentral, and Salesforce
• IT Systems used to provide support and management of desktop and mobile devices such as JAMF Pro and Microsoft Intune.
• Logistics and planning for endpoint delivery during onboarding
  

As part of this role, you will:

• Lead the triage, identification, and resolution of all service desk requests
• Liaise with escalation-based IT personnel for troubleshooting of issues or outages that exceed understanding or skillset.
• Assist in collection and validation of SOC2 evidence
• Participate in the creation and deployment of user facing documentation to support issues of significant frequency
• Deploy, Configure, Maintain, Troubleshoot
• Deploy/Configure/Maintain/Troubleshoot - End user enterprise applications such as Adobe Pro/Reader and Microsoft Office Suite.
• Maintain/Troubleshoot - Endpoint operating systems: iOS/MacOS and Windows by validating configuration during troubleshooting.
• Troubleshoot - Microsoft Active Directory and Azure Active Directory end user objects to include Office Suite
• Troubleshoot - MDM systems and endpoint agent-based communications
• Maintain/Troubleshoot - Telepresence Software such as Zoom, RingCentral, and Microsoft Teams
• Maintain/Troubleshoot – Antivirus Systems
• Troubleshoot - Wired\Wireless Networking
• Troubleshoot - Single Sign-On

Knowledge, Skills, and Abilities 

• 1 to 2 years of experience in a role where you supported and maintained enterprise IT Service Desk (see Deploy, Configure, Maintain, Troubleshoot)
• Familiarity with IT service management, change management, and incident response
• Understanding best practice in safeguarding information by defining least access privileges, control structures, and controlled provisionment
• Creative & pragmatic attitude towards problem solving\process improvement
• Familiarity with the ITIL service management process 
• Training in customer service skills when providing IT service
• Ability to engage vendor support and vendor relationships for procurement
• Ability to multi-task and prioritize work in a timely and efficient manner and to be part of an IT Team supporting systems that users in multiple time zones rely upon 
• Communicative and informative attitude working in a cross-functional capacity
• A keen interest in IT and a willingness to learn new systems and technologies and to take on new challenges.