IT Service Desk Administrator II
Job Description
Job Summary
The System Administrator II provides first-level IT support to ensure employees can work efficiently without disruption. This role focuses on resolving common IT issues, delivering excellent end-user support, and adhering to IT processes, security policies, and service level agreements (SLAs).
What's On Your Plate?
End-User Support & Communication
Provide daily technical support for hardware, software, and system access issues.
Communicate clearly with users and explain technical solutions in simple, non-technical terms.
Maintain professionalism, patience, and a customer-focused attitude at all times.
Ticket Management & SLA Adherence
Manage support tickets from creation through resolution and closure.
Prioritize tickets based on urgency and business impact.
Ensure timely responses, meet SLAs, and confirm full resolution before closing tickets.
Troubleshooting & Issue Resolution
Independently resolve common IT issues related to laptops, desktops, peripherals, operating systems, and business applications.
Take ownership of assigned issues and follow up with users until resolution.
Escalate complex problems with clear documentation and troubleshooting details.
Basic Network Support
Troubleshoot basic networking issues including LAN, Wi-Fi, VPN, and IP/DNS connectivity.
Identify network-related problems and escalate to the appropriate teams when required.
User & Account Management
Perform account-related tasks such as password resets, login troubleshooting, access provisioning, and onboarding/offboarding support.
Ensure access control is secure and compliant with company policies.
Asset Management & Documentation
Accurately track IT assets and maintain up-to-date records.
Document all support activities clearly within the ticketing system to support audits and future troubleshooting.
Security & Process Compliance
Follow IT policies, procedures, and security best practices.
Support endpoint security and guide users on safe and secure computing practices.
Team Collaboration & Continuous Learning
Collaborate with senior team members and other IT teams.
Seek guidance when needed and escalate issues appropriately.
Actively accept feedback, improve technical skills, and participate in knowledge sharing.
Definition of Success
Success in this role is measured by:
Timely and effective issue resolution
High user satisfaction
Consistent SLA adherence
Accurate documentation
Strong collaboration with the IT team
The System Administrator II plays a key role in maintaining smooth daily IT operations while continuously developing technical expertise and service quality.