GMI - Global Market Innovators
L1 Service Desk Administrator - On-site Phoenix
GMI - Global Market Innovators, Phoenix, Arizona, United States, 85003
Title: L1 Service Desk Administrator
Department: Managed Services
Classification: Full-time, Exempt
Reports to: Service Desk Supervisor
Location: On site Black canyony HWY
Travel:
Job Description:
Answer all calls received through assigned call queues.
Respond to assigned tickets within appropriate service level agreements for customers (SLA's).
Answer all incoming tickets through the internal chat system.
Provide basic level troubleshooting and support such as password resets, application or workstation troubleshooting, and specific tasks as outlined in standard operating procedure documents (SOP's).
Perform on & offboarding as outlined by customer SOP.
Communicate key incidents to Supervisor that may have an impact on the larger team or customers.
Maintain open communication with the Service Desk team and Supervisor primarily via Microsoft Teams to stay current on any ongoing issues.
Identify opportunities to improve team performance and documentation.
Follow documented procedures for each customer’s individual path of escalation for non-L1 or out of scope issues.
Qualifications:
High School Diploma or GED required.
Associate’s Degree in IT or related field preferred or related years of related work experience.
Google IT Support Professional Certificate (preferred).
Ability to effectively multi-task multiple tickets or projects.
Basic understanding of IT systems and networks.
Excellent verbal and written communication skills.
Experience performing analysis utilizing network and system monitoring consoles.
Experience with cloud computing and AWS and/or Azure services.
Strong understanding of networking and associated protocols.
Physical Demands:
Requires standing, sitting, talking, hearing and using hands and fingers to operate a computer.
Ability to sit at a computer terminal for an extended period.
Light to moderate lifting required.
Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.
Benefits:
Medical, Dental, Vision Insurance
401K with company match
Unlimited vacation – work hard, play hard!
Growing company with opportunities for advancement
#J-18808-Ljbffr
Department: Managed Services
Classification: Full-time, Exempt
Reports to: Service Desk Supervisor
Location: On site Black canyony HWY
Travel:
Job Description:
Answer all calls received through assigned call queues.
Respond to assigned tickets within appropriate service level agreements for customers (SLA's).
Answer all incoming tickets through the internal chat system.
Provide basic level troubleshooting and support such as password resets, application or workstation troubleshooting, and specific tasks as outlined in standard operating procedure documents (SOP's).
Perform on & offboarding as outlined by customer SOP.
Communicate key incidents to Supervisor that may have an impact on the larger team or customers.
Maintain open communication with the Service Desk team and Supervisor primarily via Microsoft Teams to stay current on any ongoing issues.
Identify opportunities to improve team performance and documentation.
Follow documented procedures for each customer’s individual path of escalation for non-L1 or out of scope issues.
Qualifications:
High School Diploma or GED required.
Associate’s Degree in IT or related field preferred or related years of related work experience.
Google IT Support Professional Certificate (preferred).
Ability to effectively multi-task multiple tickets or projects.
Basic understanding of IT systems and networks.
Excellent verbal and written communication skills.
Experience performing analysis utilizing network and system monitoring consoles.
Experience with cloud computing and AWS and/or Azure services.
Strong understanding of networking and associated protocols.
Physical Demands:
Requires standing, sitting, talking, hearing and using hands and fingers to operate a computer.
Ability to sit at a computer terminal for an extended period.
Light to moderate lifting required.
Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.
Benefits:
Medical, Dental, Vision Insurance
401K with company match
Unlimited vacation – work hard, play hard!
Growing company with opportunities for advancement
#J-18808-Ljbffr