Desktop Administrator I, IT Infrastructure (Plano, TX)

Ryan•Plano, TX

27d•Hybrid

About The Position

The Desktop Administrator I’s (“Desktop Administrator”) primary responsibility is attending to calls from various locations for any issues related to desktop and laptop systems and software, including, but not limited to, installation, configuration, triaging and problem resolution activities. This is a hybrid role based in our Plano office, requiring in-office presence three days per week. Duties and Responsibilities aligned with Key Results:

Requirements

High-school diploma or general equivalency diploma (GED) with one to three years related IT helpdesk/desktop administration experience and is familiar with standard or common concepts, practices, and procedures within the IT field.
Candidates must be fluent in English (Reading, Writing, Speaking).
Interested candidates must submit resumes in English.
To perform this job successfully, an individual must have a proficient troubleshooting skill-set and intermediate knowledge of Microsoft® Office 365 with emphasis on Microsoft® Excel, Word, and Outlook.
In addition, proficiency in Active Directory and IT ticketing system are required.
To perform this job successfully, an individual will need to be highly proficient in triaging and have excellent verbal and communication skills.
The ability to manage time effectively is imperative.
Valid driver's license required.
Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Ryan LLC (i.e., H1-B visa, F-1 visa (OPT), TN visa or any other non-immigrant status).
Job duties related to this role are to be conducted in a manner that adheres to privacy laws, as well as follows internal governance related to protecting confidential information and trade secrets, and to securing data and company records.

Nice To Haves

Bachelor’s Degree in Information Technology or related field a plus.
User Operating Systems, Microsoft® Exchange, and Active Directory certifications preferred.

Responsibilities

Maintain a positive work atmosphere by behaving and communicating in a manner that encourages productive interactions with customers, co-workers and supervisors.
Provides Tier 1 help desk support in a 2,700+ global user base corporate computing environment that consists of Windows 10 computers in a professional and timely manner.
Maintains strong focus on customer service to all clients
Responds to help desk requests via phone, instant messaging, and online ticketing system.
Acts as a liaison between internal clients and all IT teams.
Assists users with questions or problems.
Helps in the implementation, installation, and operation of information and functional systems for the client.
Interacts with executive-level employees to troubleshoot and resolve basic technical issues.
Serves as primary Help Desk phone support: Acts as initial contact for work orders by handling incoming customer calls, gathering information about the customer’s problem, and creating a ticket for all customer inquiries.
Performs first-pass troubleshooting and problem resolution.
Reviews all open tickets on a regular basis and follows up with end users.
Identifies responsible group for problem resolution when necessary.
Determines when escalation of a problem to senior technicians or additional IT teams is necessary.
Determine when transfers of work orders to senior technicians or additional IT teams is necessary.
Identifying a problem or trend needs to be escalated to IT leadership.
Documents and communicates steps taken during the troubleshooting process.
Installs, troubleshoots, and maintains products and equipment.
Assists in the installation, maintenance, and general support of systems.
Assists with system backups and recovery, and installation of new software.
Provides first and second level general troubleshooting for PC hardware, software, and printers.
Conducts testing and assists in general lab work.
Assists with other projects as needed.
Performs other duties as assigned.
Interact with executive level employees to troubleshoot and resolve technical issues.
Relies on previous experience and good judgment to plan and accomplish goals