M3 USA is seeking a Service Desk Administrator to join our team. In this role, you will be the primary contact for all IT services via our service desk, acting as the first point of contact for all M3 USA Business Units. You'll handle, route, and resolve service requests while contributing to our knowledge base and user training.
What You'll Do
- Clearly communicate technical solutions in a user-friendly, professional manner.
- Provide one-on-one end-user training as needed.
- Respond quickly to all requests and resolve on the first call as often as possible, targeting a First Call Resolution (FCR) goal above 80%.
- Properly assign and route tickets to other IT areas, providing detailed documentation when escalating.
- Escalate more complex technical issues while maintaining full contact with the user.
- Troubleshoot, resolve, and document network printer problems.
- Troubleshoot, resolve, and document end-user hardware and software issues.
- Conduct hardware and software inventory database maintenance and upkeep.
- Assist with maintaining the service catalog.
- Assist with building and maintaining the Knowledge Base.
- Assist with desktop installations as needed.
- Assist with onboarding and offboarding tasks.
What We're Looking For
- Associate's degree or equivalent experience.
- 1–2 years of IT technical support experience.
Nice to Have
- CompTIA, A+, HDI, or ITIL training.
Benefits & Compensation
- Health and Dental Insurance
- Life, Accident and Disability Insurance
- Prescription Plan
- Flexible Spending Account
- 401k Plan and Match
- Paid Holidays and Vacation
- Sick Days and Personal Day
Work Mode
This position is fully remote.
M3 USA is an equal opportunity employer, committed to the principles of inclusion and diversity for all employees and to providing a work environment free of discrimination and harassment.
