Help Desk Administrator

Goodwill of North Georgia•Decatur, GA

About The Position

The Help Desk Administrator is the IT department’s first point of contact for end users, providing quality customer service and working to meet IT service-level guidelines for contact and issue resolution. The role provides first-contact support remotely, by phone, and through other channels, escalating unresolved issues to the next level of support. It serves as a liaison between end users and the IT department, with a focus on customer satisfaction and timely resolution. The position also documents end-user issues and requests in the ticketing system. The Help Desk Administrator provides Level I support for laptops, desktops, tablets, and point-of-sale devices; manages equipment receiving, inventory, device onboarding, accounts, access, and IT asset tracking; and coordinates equipment delivery and returns. The role follows up with users, provides instructions on equipment and procedures, creates end-user documentation, and is responsible for meeting IT service-level targets. Other duties and responsibilities may be added at the company’s discretion.

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.
Ability to push, pull, and lift up to 40 pounds, with or without accommodations.
Ability to stand and/or walk for extended periods.
Ability to bend, reach, and grasp throughout the workday.

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 point-of-sale devices.
Provide technical support by phone, email, chat, and remote tools.
Resolve issues at first contact when possible and escalate unresolved issues to the next level of support.
Follow up and communicate with end users regarding responses, updates, and resolutions.
Receive equipment orders and inventory received items within 24 hours.
Onboard devices to the device management platform.
Create and close accounts, reset passwords, and provide access to printers and the phone system.
Track loaner IT 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.
Document end-user issues and requests in the ticketing system.
Meet IT service-level targets for customer service, contacts, and resolutions.