Service Desk Administrator

**SERVICE DESK ADMINISTRATOR - LEVEL 1**
**MANAGED SERVICES | TECHNICAL SUPPORT**
**OTTAWA | HYBRID**

Convergence Networks is one of North America’s leading managed service and managed security providers. We are a service company focused on helping clients leverage technology as a strategic tool and proactively protecting their business. We are fueled by providing outstanding service and sharing our passion for innovative technology as part of our integrated solutions.

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This job operates at a very fast pace, and you must be comfortable handling high volumes of request tickets and phone calls. This position is similar to a Help Desk Analyst, Tier 1 Help Desk or Junior Network Administrator and offers many opportunities to advance within Convergence.

**WHAT WILL YOU DO AS A SERVICE DESK ADMINISTRATOR?**
- Resolve customer tickets on the first contact, but also be able to determine when issue scope requires that a ticket be escalated to a System or Network Administrator or other support resource.
- Maintain accurate records on communication, resolution, assistance needed and follow-up.
- Ensure customer satisfaction with service, communication and issue resolution.
- Other relevant job duties as assigned.

**WHAT SKILLS DO I NEED TO BE A SUCCESSFUL SERVICE DESK ADMINISTRATOR?**
- Empathy, patience, and willingness to learn
- IT background with a focus on network support, implementation, and remote as well as onsite support.
- Familiarity with Active Directory and MS 365 Portal
- Understanding of networking
- Familiarity with Group Policy
- Technical prowess
- Documenting
- Familiarity with a ticketing and RMM system
- Familiarity with Event Viewer (checking for errors, reviewing logs)
- Experience with administering current Windows desktop operating systems, Windows server operating systems, Exchange, Office 365, and a variety of backup solutions, routers, firewalls, and virtual/cloud-based technologies.
- Experience using a triaging or priority system to gauge client issues and impact.
- Apple OSX and iOS experience.
- Ability to work effectively within a team as well as independently.
- Understanding of managed services and the value offered over a typical break-fix environment.
- Excellent communication (verbal and written)
- Skilled at defusing high-stress situations and facilitating resolution to technical problems.
- Willingness to learn, adjust, and grow with our company.
- Self-starter with a positive attitude.

**WHAT QUALIFICATIONS DO I NEED TO HAVE?**
- High school diploma or equivalent.
- 2+ years of relevant experience which may include Service Desk Support Specialist, Help Desk Technician, Help Desk Analyst, or Tier 2 (or similar) in a tiered environment.
- Excellent troubleshooting skills with IT and related hardware and software components (PCs, laptops, servers, firewalls, switches, routers, hard drives, Windows operating systems, etc.).
- Previous experience providing both onsite and remote/phone support in a fast paced, high volume environment.

**WHAT QUALIFICATIONS WOULD REALLY HELP SET ME APART FROM OTHER APPLICANTS?**
- Associate’s degree/College diploma or higher in Information Technology.
- Understanding of, and a background in working within the IT managed services provider business model, particularly in an IT support role.
- Experience with ConnectWise, Kaseya, or other similar MSP tools and software.
- Knowledge and experience working with Microsoft Office 365, Microsoft Azure and other Cloud service offerings.

**WHAT IS THE WORK ENVIRONMENT LIKE?**
- Normal office working conditions. Work requires regular sitting/standing at a desk,
working with a computer. This position requires standing, walking, sitting, using
hands, seeing, reaching, talking, writing, and hearing; it may require occasionally
carrying or lifting equipment if working on-site.
- Position may require hours that exceed normal working hours per day during peak
periods; on-call or travel work may include nights or weekends
Interactions focus on data collection, problem solving, needs analysis and technical
training development. Interactions are initiated in person or electronically. Position
may require some travel to Convergence or client sites.

**WHY SHOULD YOU WORK HERE?**
- Culture of unity, transparency, and trust. Our leadership team wants you to be successful at Convergence, and we will do anything we can to support your personal
and professional growth.
- Group benefits plans including medical, dental, vision, and 401k
- Education and certification reimbursement is also available so we can help you grow.
- We believe feedback makes us better. You can expect regular meetings with your manager and quarterly conversations about your performance and growth.
- Outstanding teammates. We’re very selective to make sure we have the best staff available for you to work alongside
- Many teambuilding and company events throughout the year so you can get to know your teammates on a more personal level, as well a