IT Service Desk Administrator

IMTT•New Orleans, LA

5d•Hybrid

About The Position

The Service Desk Administrator is an application or Systems Support Technician that receives escalation from Service Desk Analysts. Primary handoff responsibility is to ensure initial triage was accurately performed and verified before the incident or issue transfer of responsibility. Upon the transfer of incident responsibility, the Service Desk Administrator is expected to provide an advanced skillset and resolution procedures with sensitivity to severity and priority. If there is a need for assistance, it is likely to escalate to IT Operations, which would involve a warm transfer of responsibility or partnership with IT Operations to close the incident. The Service Desk Administrator is expected to collaborate with IT Operations as needed to generate root cause analysis for any severity two or 3-level incidents.

Requirements

Two years’ experience providing end-user phone support for current PC desktop and application software OR Two years’ experience installing, upgrading, troubleshooting, and repairing personal computers in a enterprise network environment.
Excellent interpersonal communication skills, both written and oral.
Strong organizational skills.
Excellent customer service skills, with the ability to multi-task.
Must maintain a valid driver’s license and acceptable driving record.
Focus and desire to learn various Information Technology skills.

Nice To Haves

Bachelor’s Degree with major in Information Technology preferred
Microsoft Certifications preferred

Responsibilities

Foster and maintain professional work relationships with operational leaders and co-workers.
Customer service and support of all Analyst and Administrator Information Technology functions.
Always use sound judgment to ensure a safe and accident-free work environment.
Compliance with all Company policies and procedures.
Identifies, diagnoses, and resolves Analyst and Administrator problems for users of the personal computer software, hardware, enterprise network, the Internet, and new computer technology in a Service Desk environment; communicates solutions to end-users.
Provides one-on-one end-user problem resolution over the phone for Personal Computer (PC) software.
Delivers, tags, sets up, and configures end-user PC desktop hardware, software, and peripherals.
Diagnoses and resolves end-user network or local printer problems, application, PC hardware problems, e-mail, Internet, VPN, and local-area network access problems.
Coordinates timely repair of PC computer equipment. This includes working with various vendors.
Responsible for tracking and maintaining inventory as well as shipping and receiving.
Performs minor desktop hardware repair for PC computer equipment and peripherals that are not covered by third-party vendor maintenance agreements.
Assists install of local area network cabling systems and equipment such as network interface cards, switches, and firewalls.
Assists Analysts and IT Operations Technicians as needed. This may include defining and documenting processes and procedures as well as maintaining a knowledge base for both customers and internal support staff.