Servicedesk Administrator - Miracle Software Systems, Inc. - Carlisle, PA, US | Dice.com

Miracle Software Systems, Inc.

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Servicedesk Administrator

Carlisle, PA, US • Posted 1 day ago • Updated 1 day ago

Contract W2

On-site

Depends on Experience

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Job Details

Skills

ServiceDesk
IT Support
Active Directory
IT Service Management
Issue Tracking
Management
Microsoft Exchange
Mobile Devices
Network Security
User Guides
Technical Support
Onboarding
Service Desk
Service Level
Software Installation
Software Management
Training

Summary

#W2 Only #Onsite

Job Details:

Job Role: ServiceDesk Administrator

Location: Carlisle, PA

Duration: 6 Months

Description:

Service Desk Admin to provide first and second-level IT support to internal employees, managing technical issues, and maintaining IT systems and documentation. This role acts as the primary point of contact for technical assistance.

Key Responsibilities

User Support: Serve as the first point of contact for all IT-related issues and requests via phone, email, and a ticketing system, providing timely assistance and resolution.
Troubleshooting & Resolution: Diagnose and resolve a wide range of hardware, software, and basic network issues (e.g., password resets, account management, software installation, printer problems).
Ticket Management: Accurately log, categorise, prioritise, and track all support requests using an IT Service Management (ITSM) system, ensuring issues are resolved within established Service Level Agreements (SLAs).
Account Administration: Manage user accounts and permissions in systems like Active Directory and Microsoft Exchange, including onboarding new hires and processing terminations.
Hardware/Software Management: Assist with the configuration, deployment, and inventory management of IT assets, including desktops, laptops, mobile devices, and peripherals.
Documentation & Training: Create, update, and maintain documentation for troubleshooting procedures, user guides, and the internal knowledge base to improve team efficiency and user self-help capabilities.
Escalation: Escalate complex technical problems to senior IT staff or specialised support teams when necessary, while maintaining communication with the end-user.
Collaboration: Work closely with other IT teams (e.g., networking, security, development) to address complex issues and implement system upgrades or new technologies.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: mirmi001
Position Id: 8806781
Posted 1 day ago

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