Helpdesk Administrator I

Universal Data•New Orleans, LA

About The Position

The Helpdesk Administrator I provides first-level support for service requests by telephone, email, chat, or onsite, primarily for company-supported computer applications and platforms. The role provides break-fix support for PC hardware and software, answers common questions, and resolves issues appropriate to the Help Desk I level. Issues that cannot be resolved are escalated to the Helpdesk Administrator II, and unresolved service tickets are dispatched as needed. 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, 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 support for remote users.
Understanding of Active Directory for unlocking accounts and resetting passwords.
Proficiency troubleshooting Windows operating systems.
Ability to troubleshoot and resolve email issues, specifically Microsoft 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, set priorities, adapt to change, and meet timelines.
Ability to troubleshoot problems, investigate and evaluate information, and develop solutions.
Ability to maintain confidentiality and take accountability for work and adherence to company policies and procedures.

Nice To Haves

Associate degree in Information Technology or a related field preferred.
Previous computer technical support preferred.

Responsibilities

Provide Windows desktop operating system support.
Install and support Microsoft Office Suite.
Install and support desktop printers and scanners.
Replace and install desktop hardware.
Set up, configure, and install desktops.
Patch and upgrade Windows desktop operating systems and support PC migrations.
Set up and configure mobile devices and provide mobile device support.
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 deployments of network projects.
Escalate unresolved issues to the Helpdesk Administrator II.
Provide onsite support for projects led by System and Network Engineers as needed.
Maintain professional and technical knowledge through professional development and certifications.
Perform other duties as assigned.