Service Desk Administrator

Information Systems Morrisville, North Carolina


Position at iContact

The Service Desk Administrator is responsible for the delivery, performance, support and tracking of IT assets within the EU. This includes but is not limited to day-to-day troubleshooting, adds/moves/changes for phone, network and computer equipment, IT Asset Management, and participation in the Incident Management Process. This role will also be responsible for delivery of assigned tasks and management of activities for larger projects within Net Ops.

This position also includes responsibility for Office Administration. This includes but may not be limited to shipping and receiving, serving as liaison with building management, and coordination of internal moves, adds and changes. It is essential that the successful candidate be highly organized and possesses excellent communication skills. Candidate will need to liaise with Los Angeles-based resources on a daily basis and must be an excellent team player.



Job Duties:

  • Maintains, analyzes, troubleshoots, and repairs computers & server systems, hardware and peripheral devices.
  • Provides support to end-users on computer systems (Macintosh, MS-Windows,and Linux) , OTS and proprietary application software, computer systems and Smartphones.
  • Troubleshoots BYOD (Bring Your Own Device) IOS and Android based tablets and phones, and other peripherals in the enterprise
  • Provide remote hands support of j2 Production Systems in co-lo’s and data centers. Coordination with contractors.
  • Gathers requirements, quotations and proposes solutions and fulfills requests for end-user computing activities and projects.
  • Administers computing resources including Active Directory, print servers, Gmail and debugs through remote access.
  • Monitors licensing usage and compliance of end user computing software.
  • Works with carriers to troubleshoot and diagnose PBX, Internet connectivity & other telecom problems, opening tickets and escalating as required.
  • Performs complex software/hardware troubleshooting, patches and installations in cooperation with the Admin teams
    and in accordance with the change control process.
  • Participate in Net Ops projects delivering assigned tasks and managing assigned project activities.
  • Maintains documentation including Visio diagrams and contact information for vendors.
  • Maintain and allocate IT and facility equipment as required to support expansion and new hires. Responsible for monitoring service ticket tracking application for notification of new issues being reported.
  • Responsible for ordering and maintaining IT assets in the ITAM tracking application.
  • Responsible for timely provisioning of phones and end-user computing equipment. Will need to work with business leaders to develop equipment forecasts and ensure timely provisioning of equipment.
  • Serves as primary contact for troubleshooting, diagnosis, and escalation of technical issues within purview.
  • Manage and track issues within purview and communicate regularly with Los Angeles staff to drive resolution.
  • Supports implemented solutions, including monitoring and routine maintenance.
  • Participates in on-call availability and escalation that provides 24x7x365 emergency support.
  • Oversees shipping, receiving and other office administration functions.
  • Serves as liaison with building management on moves, service issues and related items.
  • Travel within  the US may be required.
  • Other duties as assigned by management.



Job Requirements and Experience:

  • Candidate must have at least 5 years of computer systems support experience, working directly with end-users.
  • Candidate must possess expert technical knowledge of PC operating systems including Windows10, Linux and Mac.
  • 5+ years combined experience in any of the following: Gmail, Active Directory, Mac, PC, Linux, LANs and Anti-Virus applications.
  • 4+ years of IT Help Desk experience along with a demonstrated track record of troubleshooting experience.
  • 2+ years of Remote PC management and software distribution in an enterprise environment is required.
  • 1+ year of support or administration of a VoIP-based PBX system is a plus.
  • Previous experience in a Email Marketing, Design, Advertising office is preferred.
  • Experience with an internal Service Desk ticket tracking application is a strong plus.
  • Candidate must have excellent written and spoken communication skills.
  • Candidate must have supported in excess of 100 users.
  • Candidate will be required to perform a variety of complicated tasks with minimal supervision.
  • Candidate must be able to lift and transport moderately heavy objects such as computers and peripherals.

j2 Cloud Services is an Equal Opportunity Employer.

 About j2 Cloud Services:

Founded in 1995, j2 Cloud Services (NASDAQ:JCOM) is an award winning, leading provider of Internet services through its three divisions: Business Cloud Services, Health and Digital Media.

The Business Cloud Services Division offers Internet fax, virtual phone, hosted email, email marketing, online backup, unified communications and CRM solutions. It markets its services principally under the brand names iContact, eFax®, eVoice®, FuseMail®, Campaigner®, KeepItSafe® and Onebox® and operates a messaging network spanning 49 countries on six continents.

Ziff Davis, Inc. is the leading digital media company specializing in the technology, gaming and men's lifestyle categories, reaching over 117 million unique visitors per month. Ziff Davis sites include,,,,,, and Ziff Davis also operates NetShelter, the largest community of technology publishers dedicated to consumer electronics, computing and mobile communications. Ziff Davis B2B is a leading provider of online research to enterprise buyers and high-quality leads to IT vendors.

For more information about j2, please visit

Our Company:

 Fast-paced and dynamic, j2 Cloud Services is not your typical 9-to-5 work environment. Operating from numerous international offices – including Hollywood, Ottawa, Dublin, and our emerging market in Tokyo – and supporting a plethora of time zones, j2 Cloud Services™ truly lives up to its name.

The executive staff has an open door policy, inviting each member of the company – from directors and managers to entry-level positions and interns – to partake in casual conversation.  Employees are not just colleagues – they’re business partners, fostering an efficient and effective environment. The inviting and energetic environment creates a world where differing opinions matter and collaboration leads to success.  From a small start-up in 1995 to an award-winning company recommended by Forbes, j2 Cloud Services has grown by establishing an amazing company culture – one that will continue to foster ingenuity and invention.