Job Description

The Service Desk Administrator is the primary contact for all IT services via the service desk (tickets, phone, teams, email, etc.) for all M3 USA Business Units. They handle, route, and resolve all service requests as quickly as possible, including training, writing of knowledge base articles, and working with L2 and L3 support as necessary for quick resolutions to user issues.

Essential Duties and Responsibilities:

Including, but not limited to the following:

• Clearly communicate technical solutions in a user-friendly, professional manner.
• Provide one-on-one end-user training as needed.
• Quickly respond to all requests and resolve on First Call as often as possible. (FCR goal > 80% )
• Properly assign and route tickets to other areas of IT, providing detailed documentation when escalating or routing tickets.
• Escalate more complex technical issues as needed while still maintaining full contact with user.
• Troubleshoot, resolve, and document network printer problems.
• Troubleshoot, resolve, and document end user hardware and software issues.
• Conduct hardware and software inventory database maintenance and upkeep.
• Assist with maintaining the service catalog.
• Assist with building and maintaining the Knowledge Base.
• Assist with desktop installations as needed.
• Assist with onboarding / offboarding tasks.

Qualifications

• Associates degree or equivalent experience
• CompTIA, A+, HDI, ITIL Training preferred
• 1 – 2 Years IT Technical support experience

Additional Information

Benefits:

A career opportunity with M3 USA offers competitive wages, and benefits such as:

• Health and Dental
• Life, Accident and Disability Insurance
• Prescription Plan
• Flexible Spending Account
• 401k Plan and Match
• Paid Holidays and Vacation
• Sick Days and Personal Day

*M3 reserves the right to change this job description to meet the business needs of the organization

** M3 USA is an equal opportunity employer, committed to the principles of inclusion and diversity for all employees and to providing employees with a work environment free of discrimination and harassment.**

** All employment decisions at M3 USA are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age,** physical or mental disability, medical history or genetic information, sexual orientation, gender identity and/or expression, marital status, past or present military service, family or parental status, or any other status protected by the federal, state or local laws or regulations in the locations where we operate.

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