Description

The Helpdesk administrator is for responsible handling IT support activities for the organization, providing excellent customer experiences and working to resolve support issues in a prompt and professional manner. Tasks includes providing password and login resets for end users, performing advanced system and network repairs, complete equipment set-up, handle employ onboarding/offboarding, revise support procedures, and suggest changes as needed.

He/She will escalate system issues, participate in auditing activities, follow strict privacy policies, diagnose hardware problems using specialized tools or computer programs, as well as maintain accurate inventory records of computer equipment and replacement machines.

Responsibilities:

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Respond to queries either in person or over the phone.
• Respond to email messages for employees seeking help.
• Ask questions to determine nature of problem.
• Install, modify, and repair computer hardware and software.
• Clean up computers.
• Run diagnostic programs to resolve problems.
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Install computer peripherals for users.
• Follow up with customers to ensure issue has been resolved.
• Run reports to determine malfunctions that continue to occur.
• Provide remote support through phone, IM, remote tools, etc
• Set up new hires with equipment and appropriate access to the company’s systems
• Monitor and follow policies on backups, network, and storage capacity, and change management.

KNOWLEDGE/SKILLS:

• Excellent written, oral, and interpersonal communication skills.
• Ability to conduct research into systems issues and products as required.
• Ability to communicate ideas in both technical and user-friendly language.
• Highly self-motivated and directed, with keen attention to detail.
• Proven analytical and creative problem-solving abilities.
• Able to prioritize and execute tasks in a high-pressure environment.
• Strong customer service orientation.
• Ability to work in a team-oriented, collaborative environment.
• 1-3 years Microsoft Exchange (2010 or later)
• 1-3 Years Active Directory (2008R2 or later)
• 1-3 Years Desktop/End User support

Formal Education

• The HelpDesk Administrator will have a bachelor’s degree, associate degree and 1 years related experience, or 3 years related experience.