Service Desk Administrator - Maryland

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    "requisitionDescription": "<div><div><div><p><br></p><p id=\"isPasted\">SERVICE DESK ADMINISTRATOR&nbsp;</p><p>Purpose &nbsp;</p><p>Our clients rely on the IT services we provide so they can serve their customers/clients, employ their staff, and add value to their communities. Increasing client confidence through timely, professional, friendly, and knowledgeable remote-support service is paramount to being the IT Leader we strive to be. Additionally, Corsica depends on the efficiency of Service Desk members to keep costs low. The Service Desk Administrator provides technical oversight and guidance to other Service Desk team members and applies specialized knowledge and skills to resolve escalated end user support issues and complex requests. The Service Desk Administrator also helps increase Corsica&#39;s overall operational efficiency by minimizing the amount of issues escalated to Corsica&#39;s most senior technical resources.&nbsp;</p><p>This is an onsite position, 5 days a week. Requires on-site visits.</p><p>Responsibilities &nbsp;</p><p>The responsibilities for this position include: &nbsp;</p><ul><li><span data-contrast=\"auto\" lang=\"EN-US\" class=\"TextRun SCXW163287986 BCX0\"><span class=\"NormalTextRun SCXW163287986 BCX0\">Classify and triage escalated incidents, problems, and complex requests.</span></span></li><li><span data-contrast=\"auto\" lang=\"EN-US\" class=\"TextRun SCXW163287986 BCX0\"><span class=\"NormalTextRun SCXW163287986 BCX0\">Troubleshoot and resolve escalated incidents to return service to clients as quickly as possible.</span></span></li><li><span data-contrast=\"auto\" lang=\"EN-US\" class=\"TextRun SCXW163287986 BCX0\"><span class=\"NormalTextRun SCXW163287986 BCX0\">Troubleshoot and resolve problems reported by two or more users as quickly as possible.</span></span></li><li><span data-contrast=\"auto\" lang=\"EN-US\" class=\"TextRun SCXW163287986 BCX0\"><span class=\"NormalTextRun SCXW163287986 BCX0\">Manage the impact, risk, and implementation of complex client change requests.</span></span></li><li><span data-contrast=\"auto\" lang=\"EN-US\" class=\"TextRun SCXW163287986 BCX0\"><span class=\"NormalTextRun SCXW163287986 BCX0\">Follow standard operating procedures as documented in the Knowledge Management System. </span></span></li><li><span data-contrast=\"auto\" lang=\"EN-US\" class=\"TextRun SCXW163287986 BCX0\"><span class=\"NormalTextRun SCXW163287986 BCX0\">Assist</span><span class=\"NormalTextRun SCXW163287986 BCX0\">&nbsp;in creating and updating knowledge articles to be used by other service desk personnel.</span></span></li><li><span data-contrast=\"auto\" lang=\"EN-US\" class=\"TextRun SCXW163287986 BCX0\"><span class=\"NormalTextRun SCXW163287986 BCX0\">Work with the team and escalate as needed with the&nbsp;</span><span class=\"NormalTextRun SCXW163287986 BCX0\">assistance</span><span class=\"NormalTextRun SCXW163287986 BCX0\">&nbsp;of management.</span></span></li><li><span data-contrast=\"auto\" lang=\"EN-US\" class=\"TextRun SCXW163287986 BCX0\"><span class=\"NormalTextRun SCXW163287986 BCX0\">Maintain and update system documentation and service ticket records.</span></span></li><li><span data-contrast=\"auto\" lang=\"EN-US\" class=\"TextRun SCXW163287986 BCX0\"><span class=\"NormalTextRun SCXW163287986 BCX0\">Stay up to date on the latest technologies through ongoing education.</span></span></li></ul><p>Competencies and Qualities &nbsp;</p><p>Qualified candidates must meet the following job requirements: &nbsp;</p><ul><li><span data-contrast=\"auto\" lang=\"EN-US\" class=\"TextRun SCXW163287986 BCX0\"><span class=\"NormalTextRun SCXW163287986 BCX0\">Able to function effectively in a high-paced environment</span></span></li><li><span data-contrast=\"auto\" lang=\"EN-US\" class=\"TextRun SCXW163287986 BCX0\"><span class=\"NormalTextRun SCXW163287986 BCX0\">Able to understand the perspective of the client in all service interactions</span></span></li><li><span data-contrast=\"auto\" lang=\"EN-US\" class=\"TextRun SCXW163287986 BCX0\"><span class=\"NormalTextRun SCXW163287986 BCX0\">Makes effective use of time and complete tasks efficiently and on time</span></span></li><li><span data-contrast=\"auto\" lang=\"EN-US\" class=\"TextRun SCXW163287986 BCX0\"><span class=\"NormalTextRun SCXW163287986 BCX0\">Able to work with a team, communicate effectively, and have high attention to detail</span></span></li><li><span data-contrast=\"auto\" lang=\"EN-US\" class=\"TextRun SCXW163287986 BCX0\"><span class=\"NormalTextRun SCXW163287986 BCX0\">Meets client and corporate expectations for attendance, quality, and performance</span></span></li><li><span data-contrast=\"auto\" lang=\"EN-US\" class=\"TextRun SCXW163287986 BCX0\"><span class=\"NormalTextRun SCXW163287986 BCX0\">Must have intermediate experience with each of the following:</span></span><ul><li><span data-contrast=\"auto\" lang=\"EN-US\" class=\"TextRun SCXW163287986 BCX0\"><span class=\"NormalTextRun SCXW163287986 BCX0\">System hardware, software, and operating systems</span></span></li><li><span data-contrast=\"auto\" lang=\"EN-US\" class=\"TextRun SCXW163287986 BCX0\"><span class=\"NormalTextRun SCXW163287986 BCX0\">Cloud solutions such as Office 365 and Google Apps</span></span></li><li><span data-contrast=\"auto\" lang=\"EN-US\" class=\"TextRun SCXW163287986 BCX0\"><span class=\"NormalTextRun SCXW163287986 BCX0\">Networking concepts such as TCP/IP, DNS, and DHCP</span></span></li><li><span data-contrast=\"auto\" lang=\"EN-US\" class=\"TextRun SCXW163287986 BCX0\"><span class=\"NormalTextRun SCXW163287986 BCX0\">Active Directory and Group Policy administration</span></span></li><li><span data-contrast=\"auto\" lang=\"EN-US\" class=\"TextRun SCXW163287986 BCX0\"><span class=\"NormalTextRun SCXW163287986 BCX0\">Switches, firewalls, and advanced infrastructure</span></span></li><li><span data-contrast=\"auto\" lang=\"EN-US\" class=\"TextRun SCXW163287986 BCX0\"><span class=\"NormalTextRun SCXW163287986 BCX0\">Cloud-based&nbsp;</span><span class=\"NormalTextRun ContextualSpellingAndGrammarErrorV2Themed SCXW163287986 BCX0\">data-centers</span><span class=\"NormalTextRun SCXW163287986 BCX0\">&nbsp;such as Azure and AWS</span></span></li><li><span data-contrast=\"auto\" lang=\"EN-US\" class=\"TextRun SCXW163287986 BCX0\"><span class=\"NormalTextRun SCXW163287986 BCX0\">Server applications such as SQL Server and RDS</span></span></li><li><span data-contrast=\"auto\" lang=\"EN-US\" class=\"TextRun SCXW163287986 BCX0\"><span class=\"NormalTextRun SCXW163287986 BCX0\">Voice technologies and phone systems</span></span></li></ul></li><li><span data-contrast=\"auto\" lang=\"EN-US\" class=\"TextRun SCXW163287986 BCX0\"><span class=\"NormalTextRun SCXW163287986 BCX0\">Must have advanced experience in at least one or more technical specialties</span></span></li></ul><p>Education, Experience, and Certifications &nbsp;</p><ul><li><span data-contrast=\"auto\" lang=\"EN-US\" class=\"TextRun SCXW163287986 BCX0\"><span class=\"NormalTextRun SCXW163287986 BCX0\">Must have at least a high school diploma or GED. Associate degree or better is preferred. </span></span></li><li><span data-contrast=\"auto\" lang=\"EN-US\" class=\"TextRun SCXW163287986 BCX0\"><span class=\"NormalTextRun SCXW163287986 BCX0\">A minimum of 6 years of professional ITSM experience is&nbsp;</span><span class=\"NormalTextRun SCXW163287986 BCX0\">required</span><span class=\"NormalTextRun SCXW163287986 BCX0\">. MSP experience is preferred. </span></span></li><li><span data-contrast=\"auto\" lang=\"EN-US\" class=\"TextRun SCXW163287986 BCX0\"><span class=\"NormalTextRun SCXW163287986 BCX0\">At least 2 certifications from leading vendors such as Apple, CompTIA, or Microsoft are </span><span class=\"NormalTextRun SCXW163287986 BCX0\">required</span><span class=\"NormalTextRun SCXW163287986 BCX0\">. </span></span></li></ul><p>Supervisory Responsibility &nbsp;</p><p>This position does not have any direct supervisory responsibilities. &nbsp;</p><p>Work Environment &nbsp;</p><p>In most cases, work will be performed in a climate-controlled office space.&nbsp;Work will require the use of standard office equipment, such as computers, phones, and multi-function printers.&nbsp;The position will be expected to make use of specialized tools and software for troubleshooting and system administration. &nbsp;</p><p>Travel &nbsp;</p><p>This position requires less than 1% travel with no overnight travel expected. &nbsp;</p><p>Physical Demands &nbsp;</p><p>Candidate&nbsp;should be able to lift 20 pounds or more. The position will require sitting for&nbsp;long periods&nbsp;of time and may occasionally require lifting, bending, and driving.  &nbsp;</p><p>Position Type/Expected Hours of Work &nbsp;</p><p>This is a full-time position for five, eight-hour days (40 hours&nbsp;total) per week. A one-hour lunch break is provided. Shifts start times range from 6:00 AM to 9:00 AM and the assigned shift will be communicated in advance. This position may also be&nbsp;required&nbsp;to&nbsp;participate&nbsp;in an on-call rotation to act as an escalation point for Tier 1 resources outside of normal business hours.&nbsp;</p><p>Other Duties &nbsp;</p><p>Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. &nbsp;</p><p><br></p></div></div></div>\n",
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