Service Desk Administrator

Job Description

Job Summary:


The Service Desk Administrator plays a critical role in ensuring secure, efficient, and scalable IT operations by supporting end users and proactively managing systems across the organization. This position exists to enhance service delivery through automation, scripting, and streamlined workflows that reduce manual tasks and improve system reliability. By bridging technical expertise with user support, the role helps maintain a resilient IT environment that empowers teams to work effectively and securely. This is a technical role with no personnel responsibilities.

Responsibilities:

• Provide direct technical support to end users, ensuring timely and effective resolution of IT issues.
• Collaborate with the IT Operations team to identify recurring problems and implement automated or streamlined solutions.
• Develop and maintain scripts (e.g., PowerShell, Bash, Python) and use APIs to automate tasks and improve operational efficiency.
• Support the deployment, configuration, and patching of operating systems and applications on workstations and mobile devices.
• Administer Microsoft 365 services (e.g., SharePoint, Teams, OneDrive) to ensure optimal performance and user satisfaction.
• Assist in implementing and managing security and compliance tools, including MFA, conditional access, and data protection solutions.
• Maintain and support video conferencing systems to ensure reliable communication across the organization.
• Partner with cross-functional teams to deliver IT solutions that meet business needs and improve service delivery.
• Coordinate with third-party vendors to resolve technical issues and ensure service continuity.
• Provide basic support for mobile and cellular devices, including smartphones, tablets, and MiFi units.
• Manage and support enterprise platforms such as ServiceNow, Microsoft 365, and security tools like Microsoft Defender and Sentinel.
• Model Midco’s mission, vision, values, ethos, and Leadership Success Drivers, and inspire others to do the same.
• Ensure customer privacy by adhering to Midco’s privacy guidelines while actively following Midco policies and procedures.
• Maintain reliable and predictable attendance as required by the position.
• Perform other duties as assigned.

Required Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, System and Network Security, or a related field. Equivalent experience may be considered.
• 3+ years of progressive experience in IT support or service desk roles with increasing technical responsibilities.

Preferred Qualifications:

• Certifications such as Microsoft Certified: Modern Desktop Administrator Associate, ITIL Foundation, or equivalent

Work Environment:

• The noise level in the work environment is moderate.
• May be required to work in excess of 40 hours per week and other than normal business hours, such as holidays, evenings and weekends as business demands.

Physical Demands:

• Working in an environment where there is frequent sitting for extended periods of time.
• Lifting up to 50 pounds to deliver and set up personal computer equipment.

Mental Demands:

• Critical thinking to quickly diagnose technical issues, analyze root causes, and develop effective solutions, often under time pressure.
• Ability to manage multiple tasks, tickets, and projects simultaneously while prioritizing based on urgency and impact.
• Precision is critical when scripting, configuring systems, or managing security settings to avoid errors that could impact operations.

About Midco:

• Midco offers the most reliable wholly owned and operated fiber network spanning 17,000 miles.
• We are a telecommunications leader that is redefining connectivity while being a force for good in the communities we serve.
• We serve nearly 500,000 homes and businesses in more than 400 communities in Kansas, Minnesota, North Dakota, South Dakota and Wisconsin.
• Our 1,900 team members work together with integrity, creating a caring culture for a lasting impact.

Ready to work at Midco? We thought so. Here are a few more reasons why Midco is one of the best places to work:

• Free Midco internet & TV
• Great opportunities to get involved in volunteerism
• Generous 401(k) match and paid time away from work programs
• And many more

VisitMidco.com/Careersto learn about employment opportunities and apply today.

Midco is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, protected Veteran status, age, marital status, status with regard to public assistance, familial status, membership or activity in a local commission, or any other characteristic protected by law. To view our full EEO and federal contractor supplemental posters, please refer to Midco.com/Federal Posters.