Level 1 Help Desk Admin End User Support

Contour Data Solutions•Philadelphia, PA

3d•$50,000 - $65,000•Onsite

About The Position

Contour Data Solutions is hiring a Level 1 Help Desk Admin for end-user support at a customer site. The role is part of a technology team supporting internal and customer-facing solutions hosted in enterprise-class data centers. The Level 1 Operations Team supports client end users with hardware, software and applications, printers, phones, and other technology. The posting lists 5+ years of IT help desk or support experience, while also describing a minimum of one to three years of Help Desk Support experience. The position provides first-line technical support, manages and monitors tickets and alerts, troubleshoots user and system issues, and coordinates escalation and recovery. The administrator communicates with customers, vendors, and internal technical teams; documents work and IT environments; and works to resolve incidents promptly and improve client satisfaction. The role includes on-call support for planned and unplanned responses in a 24x7 environment.

Requirements

5+ years of experience in an IT help desk or support position; the description also states a minimum of one to three years of Help Desk Support experience.
Working knowledge of Windows Server administration.
Knowledge of networks, servers, Windows PCs, PC hardware and operating systems, and IP networks, including switches and firewalls.
Basic knowledge of Windows Server environments, including Active Directory, DHCP, DNS, services, event logs, and line-of-business application installation and management.
Experience supporting Microsoft technologies, including Windows Server, Exchange, SQL, Office 365, and Windows 7/10.
Experience with iPhone, iPad, and Android devices.
Experience supporting Microsoft Teams phone systems.
Experience supporting Apple computers in a networked environment.
Experience with N-able RMM or remote management of computers.
Experience supporting printers and copiers in a networked environment.
Ability to manage a ticket queue and use available resources to troubleshoot and solve problems.
Ability to diagnose and communicate problems clearly and quickly, and ensure identified problems are resolved.
Technical, analytical, interpersonal, and organizational skills.
Flexibility, integrity, teamwork, attention to detail, and commitment to client satisfaction.
Ability to take ownership of and troubleshoot a broad variety of system problems.
Ability to work well independently and with others, self-manage, and be accountable.
Ability to explain technical issues in plain language and resolve problems professionally.
Ability and willingness to lift more than 50 pounds of equipment.
Must pass a background check.
Must be a U.S. citizen or have a U.S. work permit.
Reliable transportation and ability to drive or travel to customer sites.
Available for on-call support, including planned and unplanned responses in a 24x7 environment.

Nice To Haves

Microsoft certifications.
Working knowledge of ITIL principles and procedures.

Responsibilities

Manage and monitor the ticket queue and monitoring platform, following up to ensure timely problem resolution.
Provide first-line support for client software, hardware, systems, printers, phones, and applications.
Respond to end-user issues by phone, email, remote-in software, and computer chat.
Escalate problems and coordinate recovery; identify problem trends and ensure troubleshooting is completed.
Troubleshoot and resolve a broad variety of system problems, making decisions to resolve issues.
Communicate technical problems and solutions clearly to end users, and keep customers informed about incident progress, impending changes, and agreed outages.
Build professional relationships with clients, learn their work environments, and seek to improve satisfaction with service.
Monitor tool-generated alerts and resolve incidents proactively where possible.
Record work as service tickets and enter time as it occurs.
Work with vendors supporting line-of-business applications, copiers and printers, and internet service providers.
Implement and support remote access solutions, including VPN, Remote Desktop, and RemoteApp.
Document IT environments, conduct system reviews, make recommendations, and create technical documentation as needed.
Support server administration, troubleshooting, capacity planning, and disaster recovery planning.
Collaborate with customers and internal teams, including solutions, production support, network, security, desktop support, and systems administrators.
Support Level 2/3 engineers and other team members.
Perform duties cost-effectively without jeopardizing service quality.
Provide on-call support for planned and unplanned responses in a 24x7 environment.
Drive or travel to and from customer sites as needed.