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.
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.
Nice To Haves
- Associate Degree in Information Technology or related field preferred.
- Previous computer technical support preferred.
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
High school or GED
