Service Desk Administrator 1
Convergence Networks · Posted Oct 21, 2026
- Lansing, Michigan, United States
- 2+ years
Provide excellent customer experience by responding to and resolving incoming IT requests and alerts from clients over the phone, email, and in person.
Compensation
The compensation range for this position includes base salary and variable compensation. Individual compensation is determined by a combination of factors including skills, experience, qualifications, and geographic location. In addition to base salary, eligible employees may have opportunities to participate in variable incentive programs designed to reward individual and organizational performance. We are committed to pay transparency and comply with all applicable pay transparency legislation.
Responsibilities
- Answer high-volume inbound phone calls and emails from clients and perform initial troubleshooting on help desk tickets
- Resolve customer tickets on the first contact and determine when escalation is needed
- Maintain accurate records of communication, resolution, and follow-up
- Ensure customer satisfaction with service, communication and issue resolution
- Perform other relevant job duties as assigned
Requirements
- High school diploma or equivalent
- Nice to have: Associate’s degree/College diploma or higher in Information Technology
- Nice to have: background in IT managed services provider business model
- Nice to have: Experience with ConnectWise
- Nice to have: Experience with Kaseya