Helpdesk Administrator I
About The Position
The Helpdesk Administrator I provides first-level support for service requests received by telephone, email, chat, or onsite. The role supports company-supported computer applications and platforms, provides break-fix assistance for PC hardware and software, answers common questions, documents or provides resolutions suitable for FAQs and knowledge bases, and dispatches tickets that cannot be resolved at the first level. Unresolved issues are escalated to the Helpdesk Administrator II. The position may also provide onsite support for projects led by System and Network Engineers. It requires a basic understanding of helpdesk policies and procedures and of printers, switches, routers, firewalls, VLANs, and VOIP. At least 80% of support is remote.
Requirements
- High school diploma or equivalent required.
- Must possess a current CompTIA A+, Network+, or Security+ certification, or obtain one within the first 90 days.
- Basic knowledge of network troubleshooting, including connectivity issues, locating IP or TCP/IP addresses, VPN software, and supporting remote users.
- Understanding of Active Directory for unlocking accounts and resetting passwords.
- Proficiency troubleshooting Windows operating systems.
- Ability to troubleshoot and resolve email issues, particularly MS Outlook.
- Ability to communicate clearly and professionally, verbally and in writing.
- Strong customer service skills, including the ability to empathize and professionally troubleshoot and resolve customer issues.
- Ability to gather requirements, document information, and communicate technical and functional content to technical and non-technical audiences.
- Ability to work under pressure and in stressful situations; multitask, prioritize, adapt to change, and manage competing demands.
- Ability to plan and organize work, set priorities and goals, meet timelines, investigate problems, and develop and implement solutions.
- Accountability, integrity, confidentiality, collaboration, diplomacy, initiative, and commitment to ongoing professional development.
Nice To Haves
- Associate degree in Information Technology or a related field preferred.
- Previous computer technical support preferred.
Responsibilities
- Provide Windows operating system desktop support.
- Install and support Microsoft Office Suite.
- Install and support desktop printers and scanners.
- Replace and install desktop hardware.
- Set up, configure, and install desktop computers.
- Patch and upgrade Windows desktop operating systems and perform PC migrations.
- Set up and configure mobile devices and provide support for them.
- Dispatch service tickets that cannot be resolved at the Help Desk I level.
- Support desktop applications and coordinate with vendors on troubleshooting.
- Provide basic support for UPS battery backups, switches, routers/firewalls, cabinets and patch panels, and access points.
- Perform basic troubleshooting of wireless connectivity.
- Make basic changes to Cisco VOIP handsets.
- Assist with network project deployments.
- Provide remote support for at least 80% of support work.
- Maintain professional and technical knowledge through professional development and maintaining certifications.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
