Help Desk Administrator

Goodwill of North Georgia•Decatur, GA

About The Position

The Help Desk Administrator is the first point of contact for the IT department and provides customer service and technical support to end users. The role is responsible for meeting IT service-level guidelines for contacting users and resolving issues, documenting user issues and requests in the ticketing system, and escalating issues when first-contact support is unsuccessful. The administrator serves as a liaison between end users and IT, with a focus on customer satisfaction and timely resolution. The position provides Level I support for laptops, desktops, tablets, and POS devices through phone, email, chat, and remote tools. It also supports device onboarding and account administration, manages equipment inventory and loaner asset tracking, coordinates equipment delivery and return, and creates user instructions and solution documentation.

Requirements

GED or high school diploma.
A+ certification and/or one year of computer troubleshooting experience.
Ability to troubleshoot PC issues remotely, including printing and network connectivity issues.
Excellent written and verbal communication skills.
Ability to work in a team environment.
Ability to work in an interruption-driven environment.
Self-motivated with the ability to work with minimal supervision.
Strong customer service skills.

Nice To Haves

At least one year of experience in a help desk or call center environment using ticketing system software.
Knowledge of assigning Microsoft 365 licenses.

Responsibilities

Provide Level I support for laptops, desktops, tablets, and POS devices.
Provide technical support through phone, email, chat, and remote tools.
Resolve issues at first contact when possible and escalate unresolved issues to the next support level.
Follow up and communicate with end users about responses, updates, and resolutions.
Receive equipment orders and inventory received items within 24 hours.
Onboard devices to the device management platform.
Create and close user accounts, reset passwords, and provide access to printers and the phone system.
Track IT assets for loaner equipment.
Coordinate delivery and return of IT equipment to and from end users.
Provide end users with instructions on equipment and procedures.
Create end-user instructions and solution documentation.
Meet IT service-level guidelines for customer service, user contact, and issue resolution.
Document all end-user issues and requests in the ticketing system.