Zendesk Administrator

DSI Systems Inc., an authorized AT&T partner and the nation’s largest home services distributor, is seeking a sharp, detail-driven Zendesk Administrator to support our Field Operations team. The Zendesk Administrator – Field Operations serves as the primary owner of the Zendesk platform used to manage Field Operations communications and support tickets, ensuring the system is organized, optimized, and operating efficiently day to day.

In this role, you will configure and maintain workflows that improve ticket routing, visibility, and responsiveness across teams. Acting as an operational “traffic controller,” you will build structure through automation, queue management, and performance tracking to ensure requests move to the right teams at the right time. You will also partner closely with Field Operations leadership, Analytics, and Knowledge teams to enhance efficiency, accountability, and communication through effective Zendesk configuration and ongoing platform oversight.

About DSI

Founded in 1984, DSI is a family-owned company committed to delivering exceptional value and measurable results to our clients and partners. Our comprehensive services include sales management, marketing support, hardware logistics, immersive training, engineering expertise, and proprietary software solutions—all designed to drive growth and operational efficiency.

At DSI, we believe strong relationships are the foundation of lasting success. We serve as a one-stop solution across a range of markets—including mobility, broadband, video, commercial, residential, Lodging & Institutions, and Multi-Dwelling Units—empowering our sales partners to uncover new opportunities and maximize their potential.

Responsibilities

• Serve as the primary administrator and owner of Zendesk for Field Operations
• Configure and maintain ticket routing, groups, forms, fields, views, and macros
• Monitor daily ticket flow to ensure requests are routed to the correct teams
• Manage ticket movement between departments to prevent delays and bottlenecks
• Build and maintain automated workflows using triggers and automations
• Monitor SLAs and aging tickets to ensure visibility into service risks
• Set up alerts and notifications for SLA breaches and overdue tickets
• Partner with Analytics to support reporting and dashboard development
• Collaborate with Field Operations teams to improve workflows and ticket handling processes
• Partner with the Knowledge team to align documentation and processes with Zendesk workflows

Requirements

• Experience as a Zendesk power user or administrator
• Strong working knowledge of Zendesk configuration, including forms, fields, views, groups, macros, triggers, and automations

• Experience managing ticket routing and multi-department support workflows
• Ability to manage high-volume ticket flow in a fast-paced operational environment
• Strong organizational skills with high attention to detail
• Comfortable communicating with leadership and cross-functional teams
• Ability to identify process gaps and recommend system-based improvements
• Experience supporting SLA tracking, operational reporting, or performance visibility
• Strong written and verbal communication skills
• Ability to work independently and prioritize competing requests

Benefits

• Medical, Dental, Vision, and Life insurance are available on the first day of the month following your first day of employment – no extended waiting period
• 401k Plan with employer matching
• Paid vacation, personal/sick days, and bereavement time
• Employee Profit Sharing Program
• 50% AT&T wireless discount
• Paid training
• Advancement opportunities, we prefer to promote from within!