Service Desk Administrator

Rea is a growing Top 100 business advisory and consulting firm. Companies of all sizes consider us their trusted advisors, relying on us to help them grow beyond their expectations through a variety of accounting services and professional business counsel including Managed IT Services.

Under Rea Information Services, our team provides Trusted IT Services and Solutions to small and medium-sized organizations that want a safe, secure, and stable technology environment. Our mission is to provide exceptional customer service while using technology to help businesses grow stronger both now and in the future.

Here at Rea we have a ‘People First’ culture and we focus on our employees’ well-being and professional development. With over 400 professionals and offices throughout Ohio and Florida, our firm has a culture that respects a work-life balance for our team. We also...

RMC is hiring for a System Administrator to serve as the Service Desk lead for an on-prem and cloud-based environment in Dahlgren, VA. The selected application will provide oversight of the day-to-day operations of an enterprise Service Desk,

Requirements

• Primarily responsible managing the collection and evaluation of service desk delivery metrics, and using these to provide meaningful changes to scheduling, monitoring/QA, mentoring, evaluating, and otherwise enhancing the performance of a remote workforce.
• Analyze daily, weekly and monthly operational metrics and make recommendations for streamlining processes, knowledge management articles, agent training, etc.
• Provide leadership in the role of Incident and Service Request Manager, responsible for full lifecycle (from triage, escalation to resolution) and for continual service improvements that align with and continually improve upon ITIL processes.
• Work closely...

SERVICE DESK ADMINISTRATOR

POSITION OBJECTIVE

Manage and facilitate the completion of Customers’ support requests. The Service Desk Administrator will manage the Customers’ expectations throughout the process and strive to maintain high Customer Satisfaction levels. The Support delivery area helps shape the other delivery areas via their feedback.

REPORTING STRUCTURE

This position reports directly to the Help Desk Manager

PRINCIPAL DUTIES

• Perform scheduled or reactive onsite service calls.
• Provide reactive remote support services.
• Advise and assist Customers on how to use information technology.
• Analyze and solve various IT problems.
• Install and troubleshoot Customers’ IT hardware and software.
• Ability to take ownership of tasks, prioritize effectively and ensure complete resolution
• Sets client expectations appropriately throughout the...