About this role
Job title: Service Desk Administrator
About the Role
The Service Desk Administrator role at Modern Technology Solutions, Inc. (MTSI) is based in Los Angeles, CA. The position focuses on providing first-line IT support to end-users, handling incident requests, and ensuring timely resolution to keep business operations running smoothly.
What You'll Do
- Serve as the first point of contact for IT support requests from internal users.
- Log, categorize, and prioritize incidents and service requests in the ticketing system.
- Troubleshoot hardware, software, and connectivity issues; perform basic diagnostics; and document resolutions.
- Escalate complex issues to appropriate teams and track progress until resolution.
- Maintain knowledge base articles and contribute to process improvements.
What We're Looking For
- Customer-focused communication and strong problem-solving skills.
- Ability to work in a fast-paced environment and manage competing priorities.
- Basic IT knowledge related to desktop hardware, operating systems, and common applications.
- Prior experience in a service desk or IT support role is a plus.
Nice to Have
- ITIL foundations or CompTIA A+ certification.
- Familiarity with ticketing systems and remote support tools.
Compensation & Benefits
- Salary and benefits information are not disclosed in the posting. Details shared during interview process.