Job Order Detail

Description

Reporting to the Executive Director of Information Technology, the Senior Service Desk Administrator functions as a senior member of the service desk team and a technical expert, leading the delivery of a wide range of analytical and technical solutions for the organization.

This role is responsible for ensuring the efficient support and management of the hardware and software environment, as well as overseeing the inventory and procurement of IT hardware. As a Tier 3 support provider, the position plays a crucial role in the orchestration and implementation of Microsoft 365 services and end-user computing, addressing the business and educational needs of the organization. Additionally, this role involves overseeing service desk operations and offering training and guidance to Tier 1 and Tier 2 support staff.



Primary Responsibilities
* Provides timely and responsive remote and onsite Tier 3 support to end users.
* Provides timely and responsive Tier 3 support in the Service Desk.
* Collaborates closely with the Systems Administrator and development team, taking direction and instructions from them, while ensuring that Tier 1 and Tier 2 support staff are well-informed about new applications and IT system changes.
* Plans, designs and implements computer hardware, software and infrastructure.
* Creates and provides reports, analysis and recommendations for improvement to internet usage, statistics, user access and performance monitoring.
* Identifies areas for technology enhancements or improvements to support business processes and works with staff from across the organization to develop capacity among staff to fully utilize information technology.
* Collaborates closely with Tier 1 and Tier 2 support teams to gather feedback and provide a comprehensive perspective on IT-related issues across the organization to the Systems and Development team.
* Performs other duties as may be required.