Service Desk Administrator

About the Role
We are seeking a Service Desk Administrator for our growing IT department. This intermediate-level role is part of the frontlines of our team's delivery of prompt and precise IT services to NinjaOne's increasing workforce. Leverage your knowledge of Ninja IT processes and policies involving computer hardware, software, cloud platforms, security, and networking to identify and resolve issues and deliver appropriate technology solutions to our workforce. In this role you will serve as a knowledge resource for more junior team members, as well as directly handle more complex issues. This role interacts closely with our SMEs and resolver groups, acting as a backup SME for one or more services or processes.
Location: Tampa, Florida (In-Office, 5 days a week)
What You'll be Doing

• Manage and prioritize the IT ticket queue, triaging requests based on severity, scope, and business impact for efficient resolution and routing.
• Create and maintain comprehensive internal documentation to ensure consistent and compliant IT service delivery.
• Address advanced technical issues and provide expert guidance and mentorship to junior service desk personnel.
• Implement workflow automations and develop self-service resources (e.g., NinjaOne end-user knowledge base) to enhance operational efficiency.
• Administer the IT request catalog and associated service portfolio.
• Other duties as needed

About You

• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• 3+ years of IT support or service desk experience, with a strong track record of solving complex issues.
• Utilized ticketing systems like FreshService, Jira Service Desk, Zendesk, or ServiceNow.
• Experience with remote support tools and comfortable helping users across different locations.
• Skills in hardware and software troubleshooting, especially with Windows and macOS.
• Understand IT security basics and know how to keep systems and data safe.
• Communicate clearly and professionally-both in writing and when talking with users.

About Us
NinjaOne automates the hardest parts of IT to deliver visibility, security, and control over all endpoints for more than 20,000 customers. The NinjaOne automated endpoint management platform is proven to increase productivity, reduce security risk, and lower costs for IT teams and managed service providers. NinjaOne is obsessed with customer success and provides free and unlimited onboarding, training, and support. NinjaOne is #1 on G2 in endpoint management, patch management, remote monitoring and management, and mobile device management.
What You'll Love
We are a collaborative, kind, and curious community.
We honor your flexibility needs with full-time work that is hybrid remote.
We have you covered with our comprehensive benefits package, which includes medical, dental, and vision insurance.
We help you prepare for your financial future with our 401(k) plan.
We prioritize your work-life balance with our unlimited PTO.
We reward your work with opportunity for growth and advancement.
Additional Information
This position is NOT eligible for Visa sponsorship.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, veteran status, or any other status protected by applicable law. We are committed to providing an inclusive and diverse work environment.
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