Principal IT Service Desk Administrator

Job Description

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. Responsibilities: Proven abilities in PC and Mac configuration and troubleshooting including operating systems and common applications Support including but not limited to Tier 1 and 2 support and troubleshooting for end-user related issues/requests, user administration, root cause analysis, and VPN end user support Manage asset disposal and track hardware via ITAM processes. Provide on-site and remote client support Inventory Asset Management assist with procurement and tech refresh Create, maintain, and delete user accounts from various systems Maintain, support, develop, and assist in process strategies Maintain current desktops/laptops via push updates Act as initial contact for issue escalation Partner effectively with other IT members in remote sites Laser focus on service excellence Required Qualifications: Strong, customer and team focus Willingness to participate on tasks at all levels including, but not limited to desktop builds, deploys, and inventory control; user account building and maintenance; software tracking and deployment; remote user assistance; virus and malware diagnostics and cleaning; documentation; project planning; and asset tracking, hardware recycling Minimum 2 years Windows (Windows, AD, Office, etc.) and Mac (OSX, iOS, Macbook, Apple TV) support experience in a fast paced, results oriented corporate environment. Experience with Lenovo and Mac hardware, iPhone, Android, Tablets, Mac laptops and desktops Experience with Microsoft Office 365 Experience in Active Directory environments including account management and permissions. Experience in supporting end user related network connectivity (switch, jack connections, cabling, etc.) and network and security principles. Strong organizational and time-management skills; project management experience. Applicable certifications suggested (i.e. MCP, A+, Network+) Strong interpersonal and communication skills Strong troubleshooting skills Experience with PC hardware repair Clear and adaptable written and verbal communication skills required Flexible work habits, ability to prioritize planned and unplanned customer needs Analytical troubleshooting skills Ability to build rapport and elicit problem details from internal customers High energy approach to work, yet ability to stay calm under pressure Special consideration given to candidates with IT asset management (ITAM) experience and a desire to be involved in helping to manage our asset management process. Strong consideration given to those candidates who additionally possess the following: BS in CS, CIS or equivalent college degree Industry standard certifications from, Microsoft, Apple, ITIL, or equivalent Experience ServiceNow