Helpdesk Administrator I
About The Position
Helpdesk Administrator I is responsible for, but not limited to, handling first level support of service requests by telephone, email, chat or onsite. This position is also responsible for dispatching service tickets that cannot be resolved at the Help Desk I level. These services are typically provided for company supported computer applications and platforms. Provides "break -fix" support for PC hardware and software. The Helpdesk Administrator I is prepared to answer the most commonly asked questions or provide resolutions that often belong in an FAQ or knowledge base. If the issue isn't resolved, the Helpdesk Administrator I will escalate the issue to the Helpdesk Administrator II. This position may also provide onsite support for projects led by System and Network Engineers. This position will have a basic understanding of helpdesk policies and procedures, printers, switches, routers, firewalls, VLANS, VOIP. ESSENTIAL DUTIES AND RESPONSIBILITIES: Provides Windows OS Desktop support Provides Microsoft Office Suite installation and support Provides Printer / Scanner Desktop Installation and support Provides Desktop Hardware replacement / installation Provides Desktop setup, configuration, and installation Provides Windows Desktop OS patching, upgrade, and PC migration Provides Mobile device support setup/configuration Ticket dispatching Desktop application support and vendor coordination for troubleshooting Basic ability to support the following (as examples): o UPS battery backups o Switches o Routers/Firewalls o Cabinets / Patch Panels o Access Points Basic troubleshooting of wireless connectivity Makes basic changes to Cisco VOIP handsets Assist with deployments of network projects ≥80% of remote support All other duties as assigned. Maintains professional and technical knowledge via professional development and maintaining certifications BEHAVIORAL COMPETENCIES Communication: Excellent ability in requirements gathering, documentation and articulating technical and functional contents to technical and non-technical audiences Leadership: Foster a high-performance culture characterized by service leadership, collaboration and transparency that will result in strong team morale, effective talent utilization, and partnership across functional areas of the organization. Composure: Works well under pressure and in stressful situations. Customer Focus: Strong customer service skills; must possess a "can do" and team oriented attitude. Responds with a sense of urgency, solicits feedback to improve service, responds to requests for assistance and meets commitments. Ethics/values: Works by UDI's core values. Initiative/Action Oriented: Acts on priorities, problems and opportunities to achieve individual results in a proactive and timely manner. Functions well in multi -tasking environment. Adopts course if current one is not working. Integrity/Trust: Is accountable and maintains the confidentiality of UDI's corporate data. Interpersonal Skills: Works well with others; builds relationships; uses diplomacy and tact; works effectively with the management team and respect differences of opinion. Motivating Others: Creates an environment in which people are inspired to do their best and feel they belong. Sets appropriate example for others. Planning/Goal Setting: Plan, organize, and set goals. Problem Solving: Solution-driven, flexible and creative in problem solving. Self-development: Strong commitment to ongoing professional development.
Requirements
- High School Diploma or equivalent required. Associate Degree in Information Technology or related field preferred.
- Previous computer technical support preferred.
- Must possess current CompTIA A+, Network+ or Security + certification (to be obtained within first 90 days if not currently certified).
- Basic knowledge of Network troubleshooting, including connectivity issues, locating IP or TCP/IP addresses, VPN software, supporting remote users.
- Understanding of Active Directory to unlock and reset passwords.
- Proficient with troubleshooting Windows Operating systems.
- Ability to troubleshoot and resolve email issues, specifically MS Outlook.
- Ability to communicate clearly and professionally, both verbally and in writing.
- Outstanding customer skills, with the ability to empathize and professionally troubleshoot and resolve customer's issues.
Responsibilities
- Provides Windows OS Desktop support
- Provides Microsoft Office Suite installation and support
- Provides Printer / Scanner Desktop Installation and support
- Provides Desktop Hardware replacement / installation
- Provides Desktop setup, configuration, and installation
- Provides Windows Desktop OS patching, upgrade, and PC migration
- Provides Mobile device support setup/configuration
- Ticket dispatching
- Desktop application support and vendor coordination for troubleshooting
- Basic ability to support the following (as examples): o UPS battery backups o Switches o Routers/Firewalls o Cabinets / Patch Panels o Access Points
- Basic troubleshooting of wireless connectivity
- Makes basic changes to Cisco VOIP handsets
- Assist with deployments of network projects
- ≥80% of remote support
- All other duties as assigned
- Maintains professional and technical knowledge via professional development and maintaining certifications
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
