Service Desk Technician

SERVICE DESK ADMINISTRATOR

1Managed Services | Technical Support

Lansing, Michigan | Full-time | Hybrid

ABOUT CONVERGENCE NETWORKS

Convergence Networks is a managed services and managed security provider helping clients use technology as a strategic tool and protect their businesses. We deliver proactive IT support and practical technology solutions.

POSITION SUMMARY

The Service Desk Administrator 1 provides responsive customer support by handling incoming IT requests and alerts by phone, email, and in person. This fast-paced, high-volume role troubleshoots network, server, and workstation issues, resolves tickets when possible, and escalates issues that need additional support.

WHAT YOU'LL DO

• Answer a high volume of client calls and emails and perform initial troubleshooting on help desk tickets.
• Resolve issues on first contact when possible; escalate issues to systems, network, or other support teams when needed.
• Keep accurate records of communications, troubleshooting, resolutions, assistance, and follow-up.
• Communicate clearly and help ensure client satisfaction.
• Complete other related duties as assigned.

WHAT YOU'LL BRING

• High school diploma or equivalent.
• 2+ years of relevant experience in service desk, help desk, or tiered support.
• Strong troubleshooting skills across PCs, laptops, servers, firewalls, switches, routers, storage, Windows operating systems, and common software.
• Experience providing onsite and remote or phone support in a fast-paced, high-volume environment.
• Familiarity with Windows desktop and server operating systems, Microsoft 365, Active Directory, Group Policy, networking, ticketing and RMM tools, and Windows Event Viewer.
• Clear written and verbal communication; the ability to prioritize tickets, handle high-stress situations, and work independently and as part of a team.
• Willingness to learn and grow, with an understanding of the managed services model.

HELPFUL EXPERIENCE

• An associate degree, college diploma, or higher in information technology.
• IT managed services experience.
• ConnectWise, Kaseya, or similar MSP tools.
• Microsoft 365, Azure, cloud services, Exchange, backup solutions, routers, firewalls, macOS, and iOS.

WORK ENVIRONMENT

This is a hybrid, Lansing-based position with regular client contact by phone, email, and in person. Some travel to Convergence or client sites may be required. Hours may occasionally extend beyond the normal workday, and on-call or travel work may include nights or weekends. Onsite work may require occasional equipment lifting of 10 to 50 pounds.

WHY WORK HERE

Convergence Networks offers medical, dental, and vision benefits, a 401(k), education and certification reimbursement, regular manager check-ins and growth conversations, professional development opportunities, and team events.

Convergence Networks is an equal opportunity employer. We welcome qualified applicants of all races, sexes, colors, religions, sexual orientations, disabilities, ages, and gender identities. Accommodations are available upon request at all stages of the selection process.