Service Desk Administrator II at HR Green

Austin, Texas, United States -

Full Time

Start Date

Immediate

Expiry Date

03 Aug, 26

Salary

81000.0

Posted On

05 May, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Citrix VDI, SCCM, Active Directory, Entra ID, Endpoint Troubleshooting, Technical Escalation, MFA Resolution, Group Policy, Incident Management, Knowledge Base Documentation, Customer Service, Asset Lifecycle Management

Industry

Civil Engineering

Description

Join our team! Our mission is BUILDING COMMUNITIES. IMPROVING LIVES. With a history spanning over 110 years, HR Green has consistently delivered on this mission, establishing ourselves as a trusted partner for our colleagues, clients, and communities alike. Each day, we work to find solutions that inspire our employees and fit our clients' needs to build trust to exceed their expectations. As a leading player in the industry, we're proud to be ranked No. 168 on Engineering News Record's Top 500 Design Firms list in 2025. Our unwavering dedication to cultivating an exceptional workplace environment has earned us the distinguished honor of being recognized as a Best Place to Work. Summary The Service Desk Administrator II serves as a senior technical resource for end-user support, specializing in the resolution of complex incidents and the optimization of the employee digital experience. This role focuses on advanced troubleshooting across both Citrix virtual desktop infrastructure (VDI) environments and physical endpoints. The position functions as a technical escalation point for Tier 1 support, ensuring that issues are thoroughly investigated, appropriately resolved, or accurately escalated with complete diagnostic documentation and supporting evidence. What You'll Do * Serve as the primary escalation resource for Tier 1 Service Desk staff, resolving complex incidents involving persistent operating system errors, advanced software conflicts, and intricate connectivity issues. * Troubleshoot and resolve advanced endpoint and virtual desktop (Citrix) issues, including session performance, profile synchronization, and peripheral redirection (e.g., printers and monitors). * Act as the primary IT communication point during service disruptions, preparing and distributing clear and accurate organization-wide notifications for outages and scheduled maintenance. * Review escalated tickets to ensure accuracy, completeness, and proper documentation, including logs, screenshots, and troubleshooting steps prior to ownership or escalation. * Support SCCM imaging processes by assisting with troubleshooting task sequence failures and coordinating with Application Administration for software packaging and deployment updates. * Perform advanced Active Directory and Entra ID (Azure AD) administration, including group management, Group Policy troubleshooting, and resolution of authentication or MFA issues. * Conduct detailed diagnostics to determine appropriate escalation paths and provide Infrastructure and Application teams with complete technical context and evidence to support efficient resolution. * Identify recurring technical issues and contribute to problem management efforts by implementing workstation-side fixes, process improvements, or automation solutions. * Provide mentorship and technical guidance to Tier 1 staff, including post-incident reviews and knowledge sharing to improve overall team capability. * Develop, update, and maintain internal knowledge base articles and standard operating procedures (SOPs) to ensure consistent support practices across the organization. * Provide advanced support for office technology and assist with lifecycle management of endpoint devices and IT assets across regional locations. What You Bring * 5 years of experience in IT support or service desk environments. * Demonstrated experience in advanced endpoint troubleshooting and escalation management. * Strong experience supporting Citrix or other virtual desktop infrastructure (VDI) environments. * Proficiency in endpoint management tools, including SCCM imaging and deployment troubleshooting. * Solid working knowledge of Active Directory and Entra ID (Azure AD), including user and group administration. * Strong written and verbal communication skills, with the ability to convey technical information to non-technical users. * Strong customer service skills. * Relevant industry certifications (e.g., CompTIA A+) are preferred but not required. * Valid driver’s license in the state of residence and a reliable means of transportation to travel for company business. Relationship to Others and Authority Collaborates effectively with Service Desk Administrators, Infrastructure Administrators, and Application Administrators to resolve technical issues impacting internal staff. May interact with clients and external vendors regarding technical matters as needed. Provides input and feedback to the Senior IT Manager on support operations and service delivery. This position provides guidance to Service Desk Administrator I position and operates under the day-to-day supervision of the Senior IT Manager. The Service Desk Administrator II is expected to complete assigned tasks accurately and in a timely manner, exercising sound judgment in routine situations. Guidance should be sought from the Senior IT Manager for non-standard or complex issues. Limited interaction with external vendors and suppliers may be required in support of technical operations. Working Conditions Work is performed primarily in an office environment and requires the use of standard office and IT equipment. Regular travel to regional office locations is required to provide on-site technical support and maintenance. The work environment is typically climate-controlled with adequate lighting and moderate noise levels. Facilities include a combination of tile, concrete, and carpeted flooring, as well as ergonomically equipped workstations. The role involves frequent movement throughout office and classroom spaces. While performing the duties of this position, the employee is regularly required to communicate verbally and audibly. The role frequently requires standing, walking, sitting, and the use of hands to operate computers, phones, and other equipment. Additional physical activities may include reaching, stooping, and kneeling. Repetitive hand and wrist movements are common. The employee must be able to occasionally lift and/or move items weighing up to 50 pounds and may be required to rack and install IT equipment in office or data center environments. Visual requirements include close and distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. The physical demands and work environment described above are representative of those required to successfully perform the essential functions of this role. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform these functions. This job description is not exhaustive. The job holder may be required to follow any other instructions and to undertake any other duties requested by their supervisor. HR Green reserves the right to change this job description. Compensation Range $57,000.00 - $81,00.00 The expected compensation range for this position is displayed in accordance with the Minnesota Omnibus Labor and Industry Policy Bill Article 7 Section 2. The final agreed-upon compensation is based on a number of factors, including but not limited to: individual education, qualifications, skills, prior work experience, competencies, and geographic work location. The total annual compensation package may consist of a base salary and eligibility to participate, after a qualifying period, in our performance and discretionary incentive bonus program(s). Benefits Not only does HR Green provide you with a place to grow, thrive, and enjoy your work, but we are also dedicated to delivering a comprehensive and multi-faceted benefits package. Visit our website for detailed total rewards information. https://www.hrgreen.com/careers/total-rewards/ [https://www.hrgreen.com/careers/total-rewards/] HR Green is proud to be an affirmative action/ equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or other classification protected by applicable federal, state or local law.

Responsibilities

Acts as a senior technical resource for end-user support, specializing in complex incident resolution and Citrix VDI optimization. Serves as the primary escalation point for Tier 1 staff and manages organization-wide IT communications during service disruptions.