Desktop Administrator - Senior

Dewpoint•Madison Heights, MI

2d•Onsite

About The Position

Works across a range of technologies and liaises across multiple areas of the business to support relevant ITIL processes and practices. Responsible for addressing IT requests via phone, email, live chat or instant message and explaining solutions in technical and nontechnical terms. Possesses the skills to resolve technical issues both remote and locally.

Requirements

Master level analytical and troubleshooting skills
Master level verbal, written, communication skills with the ability to communicate technical data to a wide variety of audiences
Self-starter and possess level of professionalism that meets our internal and client expectations
Defines and implements operational direction
Proven ability to perform in a fast-paced, changing environment with multiple deadline-oriented projects
Master level experience using ITSM ticketing tool
Master level customer service experience in face-to-face, telephone or electronic interaction with clients
Master level language and communications skills
Master level problem-solving skills
Seen as expert in this area
Master level customer service orientation > seen as expert and consulted upon in this area
Advanced level Certifications such as Microsoft and Cisco
Master level understanding of computer support and troubleshooting
Proven leadership skills working in a team-oriented, collaborative environment
Proven ability to seek solutions to problems using one’s own resources
Master level experience with supporting environments that include infrastructure elements such as LAN, WAN, WAP, Hosting
Master level understanding of ITIL concepts and ensures framework is followed
Master level experience working with PC deployments in small to midsize client community and assisting in leading effort
Master level experience with deploying and supporting network printers
Proven ability to provide guidance and assist other Desktop Administrators
Bachelor’s degree in computer science, Computer Engineering, Information Technology, Mathematics or related degree. A combination of education, experience and training may be considered in lieu of a formal degree.

Nice To Haves

Microsoft 365 Certified: Endpoint Administrator Associate (MD-102)
CompTIA A+
CompTIA Network+
CompTIA Security+
Microsoft Identity or Security Associate certifications
CompTIA CySA+
ITIL Foundation v4+

Responsibilities

Masters process to image, build, deploy and troubleshoot PCs, telephone systems, wireless networks and peripheral devices (such as printers, scanners, mobile/smart phones) related to desktop infrastructure, in accordance with department standards
Masters input and provides advice and guidance to colleagues regarding incidents
Proactively maintains installed PCs, networks, telephone systems and peripherals with routine maintenance searches for improvement opportunities
Identify, define, log and resolve technical problems with software applications or network systems
Identifies improvement areas by reviewing data and looking for trends, documents solutions that can be implemented
Leads solution deployment
Identify and solution potential changes and system improvements and present to leadership for consideration and implementation
Assists with implementations
Ensure that work is carried out within agreed service levels and in accordance with department guidelines
Defines and adds input that will help with the creation, maintenance, and distribution of reports to leadership
Identify improvements and add to client databases with up-to-date solutions and clear record of activities
Leads efforts to update
Identify, explain and document technical issues in a clear way to clients
Use call logging system to accurately record telephone requests
Create and offer suggested updates to Knowledge Management tool
Communicates with operations leadership, identify solutions to ensure issues are addressed appropriately – seen as expert in this area
Master level knowledge of Microsoft desktop operating systems and desktop software