Service Desk Administrator

Rea is a growing Top 100 business advisory and consulting firm. Companies of all sizes consider us their trusted advisors, relying on us to help them grow beyond their expectations through a variety of accounting services and professional business counsel including Managed IT Services.

Under Rea Information Services, our team provides Trusted IT Services and Solutions to small and medium-sized organizations that want a safe, secure, and stable technology environment. Our mission is to provide exceptional customer service while using technology to help businesses grow stronger both now and in the future.

Here at Rea we have a ‘People First’ culture and we focus on our employees’ well-being and professional development. With over 400 professionals and offices throughout Ohio and Florida, our firm has a culture that respects a work-life balance for our team. We also provide competitive compensation and a robust benefits plan.

The Service Desk Administrator plays a crucial role in the Rea Information Services Team, responsible for coordinating IT service delivery, as the first point of contact for service delivery support. This position focuses on efficiently managing service requests, allocating resources effectively, and maintaining professional client communications. The role is central to ensuring operational smoothness and high-quality service delivery. 

Responsibilities

• Building relationships with clients and partners

• Triage and dispatching service desk tickets using skill matrices, team assignments, and judgment to ensure effective response and resolution of tickets

• Primary contact for clients via phone, portal, and e-mail submitted service requests

• Effectively utilize systems for responding, managing, monitoring, scheduling, and assigning service requests and service level agreements

• Understand client agreements and effectively determine covered requests and billable, no-charge, and non-billable time associated with the requests and competently communicate determinations to clients

• Escalate issues and ensure timely resolution

• Consistent follow-up, both internal and external, to assist with dispatch and ticket resolution from start to finish

• Performing a variety of technical administrative assignments, such as shipping, receiving, and the management of inventory which require initiative, judgment, and well-developed knowledge and organizational skills

• Demonstrating a willingness to question established procedures and processes with ideas and solutions to promote effectiveness and efficiency

• Monitoring schedules to ensure technicians respond to scheduled appointments

• Proactively identify and recommend process improvements to enhance operations

• Other duties as assigned

Knowledge, Skills, & Abilities

• Embraces the Rea Information Services Core Values of Candor, Relationships, Learning, Stewardship, and Ownership, demonstrating a strong capacity for resilience, ethical conduct, and a proactive approach to both personal growth and company advancement 

• Possesses exceptional interpersonal skills, including empathy, effective listening, and the ability to communicate complex information clearly and patiently  

• Capable of engaging effectively with technical teams, stakeholders, and clients 

• Organized and efficient approach to task management, prioritizing effectively and meeting deadlines consistently  

• Results-oriented with strong drive to achieve goals, actively seek solutions, and demonstrate proactive initiative 

• Ability to shift focus on varying tasks 

• Strong organizational skills 

• Information gathering and monitoring skills  

• Problem analysis and problem-solving skills  

• Exceptional accuracy and attention to detail, ensuring data integrity and error-free information 

• Flexible and adaptable 

• Associate’s or Bachelor’s degree 
• 3+ years’ experience working in an IT/IS capacity or field service dispatch position 
• Industry certification, not required, but recommended: A+, Network+, Security+, MCSA/MCITP/MCSE 
• Ability to travel with some overnight travel expected based on client and office locations    

Rea offers a wide variety of benefits to help support our employees' health, wellness and financial goals.

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k with 3% contribution)
• Life Insurance (Basic, Voluntary & AD&D)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Training & Development
• Wellness Resources
• Four (4) weeks PTO
• Twelve (12) paid holidays, of which three (3) are floating holidays

Rea does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies without pre-approval from Rea’s Talent team. Pre-approval is required before any external candidate can be submitted. Rea will not be responsible for fees related to unsolicited resumes and for candidates who are sent directly to our hiring managers.