Servicedesk Administrator

Miracle Software Systems, Inc., are actively looking for Servicedesk Administrator at Carlisle, PA.

Requirement details:

Role: Servicedesk Administrator Location: Carlisle, PA Duration: 6 Months

Skills: Active Directory,Windows OS,MacOs and Ticketing Systems

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, categorize, prioritize, 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 specialized 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.