Job Description

Position Overview: Service Desk Systems Administrator

The Service Desk Systems Administrator plays a vital role in delivering exceptional technical support and ensuring user satisfaction with all Karpel services and product platforms.

This position is responsible for overseeing and managing incoming support requests, ensuring timely responses, and prioritizing escalated issues. The administrator will help the team meet service level agreements (SLAs) by evaluating the urgency and business impact of each request, ensuring that critical issues are addressed promptly and effectively.

Success in this role requires a proactive mindset, the ability to work independently, and a strong commitment to team collaboration to maintain a cohesive and high-performing support environment.

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Key Responsibilities

• Respond swiftly to unplanned incidents or service disruptions, restoring functionality with top priority.
• Collaborate with leadership and engineering teams for advanced technical support.
• Identify and resolve recurring issues to prevent future escalations.
• Proactively safeguard client and company data through best practices.
• Provide coverage during staff shortages, absences, or unexpected workload increases to ensure uninterrupted service.
• Support project managers during product implementations to ensure a smooth transition and immediate issue resolution.
• Participate in a 24x7x365 on-call rotation to monitor systems and services, minimizing downtime and maintaining reliability.
• Manage employee onboarding and offboarding processes efficiently to ensure seamless transitions.
• Stay up to date with support tools such as Avanan, AutoElevate, PAX8, SentinelOne, and KnowBe4.
• Apply the six-step troubleshooting methodology to resolve issues and document the resolution process thoroughly.
• Perform additional duties assigned by leadership.

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Professional Development Focus Areas

• Continuously update technical skills and product knowledge.
• Make consistent progress toward achieving annual SMART goals (Specific, Measurable, Achievable, Relevant, Time-bound).

Qualifications

• Education: Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• Experience: 2+ years in a technical support or service desk role, preferably in a SaaS or enterprise environment.
• Technical Skills:
• Proficiency with Windows OS, Active Directory, and Microsoft 365.
• Familiarity with remote support tools and ticketing systems.
• Experience with cybersecurity tools (e.g., SentinelOne, Avanan).
• Soft Skills:
• Strong problem-solving and communication skills.
• Ability to prioritize tasks and manage time effectively.
• Team-oriented with a proactive, customer-focused mindset.
• Certifications (preferred): CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or similar.

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