Service Desk Administrator I

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Summary

The Service Desk Administrator I is responsible for providing first-level technical support across regional offices. This role serves as the initial point of contact for end users, and ensures employees remain productive in both in-office and remote environments. Responsibilities include resolving immediate technical issues, provisioning and configuring equipment, and supporting connectivity to virtual workstations. As part of a two-tier support structure, this role independently resolves routine issues and escalates more complex matters to Tier 2 support with appropriate documentation. This position includes participation in an on-call rotation to support after-hours technical needs.

Essential Duties and Responsibilities

• Serve as the first point of contact for all IT support requests, delivering assistance via phone, email, and remote support tools.
• Troubleshoot and resolve common issues related to Windows 11, Microsoft 365 applications (including Outlook, Teams, and OneDrive), and general hardware performance.
• Support end users in accessing virtual desktop environments via Citrix, including diagnosing session errors and resolving peripheral redirection issues (e.g., monitors and printers).
• Image, configure, and deploy laptops using SCCM to support new hires and replacement devices.
• Coordinate and execute employee onboarding and offboarding processes, including account provisioning/deactivation, hardware setup, and equipment recovery.
• Perform routine user account administration, including password resets, multi-factor authentication (MFA) setup, and permission updates within Active Directory and Entra ID (Azure AD).
• Provide remote support and periodic on-site assistance for office hardware, including printers, plotters, and conference room technology.
• Assist remote employees with troubleshooting home office setups, including docking stations and Citrix connectivity.
• Maintain accurate IT asset inventory, including tracking, shipping, and receiving laptops and peripherals across office locations.
• Document all support activities within the ticketing system; when escalation is required, provide Tier 2 support with detailed summaries of troubleshooting steps performed.

Required Qualifications/Preferred Qualifications

• 1-5 years of experience in a help desk or IT support role.
• Demonstrated knowledge of Windows 11 and Microsoft 365 applications.
• Experience supporting Citrix or other virtual desktop infrastructure (VDI) environments preferred.
• Familiarity with SCCM for device imaging and deployment.
• Working knowledge of Active Directory, including user and group management.
• Strong written and verbal communication skills, with the ability to convey technical information to non-technical users.
• Strong customer service skills.
• Relevant industry certifications (e.g., CompTIA A+) are preferred but not required.
• Valid driver's license in the state of residence and a reliable means of transportation to travel for company business.

Relationship to Others and Authority

Collaborates effectively with Service Desk Administrators, Infrastructure Administrators, and Application Administrators to resolve technical issues impacting internal staff. May interact with clients and external vendors regarding technical matters as needed. Provides input and feedback to the Senior IT Manager on support operations and service delivery.

This position operates under the day-to-day supervision of the Senior IT Manager. The Service Desk Administrator I is expected to complete assigned tasks accurately and in a timely manner, exercising sound judgment in routine situations. Guidance should be sought from the Service Desk Administrator II or Senior IT Manager for non-standard or complex issues. Limited interaction with external vendors and suppliers may be required in support of technical operations.

Working Conditions

Work is performed primarily in an office environment and requires the use of standard office and IT equipment. Regular travel to regional office locations is required to provide on-site technical support and maintenance.

The work environment is typically climate-controlled with adequate lighting and moderate noise levels. Facilities include a combination of tile, concrete, and carpeted flooring, as well as ergonomically equipped workstations. The role involves frequent movement throughout office and classroom spaces.

While performing the duties of this position, the employee is regularly required to communicate verbally and audibly. The role frequently requires standing, walking, sitting, and the use of hands to operate computers, phones, and other equipment. Additional physical activities may include reaching, stooping, and kneeling. Repetitive hand and wrist movements are common.

The employee must be able to occasionally lift and/or move items weighing up to 50 pounds and may be required to rack and install IT equipment in office or data center environments. Visual requirements include close and distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

The physical demands and work environment described above are representative of those required to successfully perform the essential functions of this role. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform these functions.

This job description is not exhaustive. The job holder may be required to follow any other instructions and to undertake any other duties requested by their supervisor. HR Green reserves the right to change this job description.

Compensation Range

$57,000.00 - $81,000.00

The expected compensation range for this position is displayed in accordance with the Minnesota Omnibus Labor and Industry Policy Bill Article 7 Section 2 amendment to the Equal Pay Act of 2003. The final agreed-upon compensation is based on a number of factors, including but not limited to: individual education, qualifications, skills, prior work experience, competencies, and geographic work location. The total annual compensation package may consist of a base salary and eligibility to participate, after a qualifying period, in our performance and discretionary incentive bonus program(s).

Benefits

Not only does HR Green provide you with a place to grow, thrive, and enjoy your work, but we are also dedicated to delivering a comprehensive and multi-faceted benefits package. Visit our website for detailed total rewards information.

https://www.hrgreen.com/careers/benefits/ 

HR Green is proud to be an affirmative action/ equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or other classification protected by applicable federal, state or local law.