Level 1 Help Desk Administrator

Quebe Holdings•Dayton, OH

7d•Onsite

About The Position

The Level 1 Help Desk Administrator assists the IT Manager with entry-level technical responsibilities and provides technical assistance to computer users in person, by telephone, or electronically. The role answers questions and resolves computer problems involving hardware, software, printing, installation, word processing, email, and operating systems. Initially, the administrator assists with hardware and software configuration and device and printer setup, then takes the lead on these tasks. The role works independently while keeping the IT Manager informed of issues requiring assistance. Responsibilities include desktop support and ticket resolution; troubleshooting hardware, software, and networking issues; guiding users through solutions; following up to verify workstation functionality; and conducting remote troubleshooting. The administrator also configures and manages mobile phones and tablets, maintains asset inventory and device security, and supports equipment recovery when employees depart. Computer setup duties include imaging computers with MDT, applying naming standards, creating user accounts and access, installing user-specific software, and coordinating email setup with EMCOR.

Requirements

High school diploma or GED required.
Two years of experience as a Desktop Support Technician or in a similar role.
Demonstrated Windows computer skills or experience.
Ability to work scheduled work hours.
Integrity, honesty, confidentiality, professionalism, and commitment to company values.
Patience in resolving colleagues’ technical issues.
Self-motivation, efficiency, and dependability.
Excellent organizational, communication, and multitasking skills.
High quality standards and attention to detail.
Ability to perform the essential job duties, with reasonable accommodations where applicable.

Nice To Haves

Associate’s degree or technical training in Information Technology.
Bachelor of Science in Computer Science or a relevant field, or equivalent work experience.

Responsibilities

Assist with hardware and software configuration and device and printer setup, eventually taking the lead on these tasks.
Answer user inquiries about computer software and hardware and resolve problems.
Monitor the daily performance of computer systems.
Investigate issues using technical manuals, user discussions, and computer diagnostics; provide technical assistance and support.
Set up equipment for employees, including installing cables, operating systems, and appropriate software.
Develop user training materials and procedures or train users in proper hardware and software use.
Communicate respectfully and effectively with management and co-workers and perform accurate data entry as needed.
Address help desk tickets involving hardware, software, and networking, including troubleshooting, user moves, and changes.
Guide users through troubleshooting steps and help create technical documentation and manuals.
Follow up with internal customers to confirm that workstations, mounted drives, printer services, and email are functional.
Conduct remote troubleshooting, test solutions, escalate unresolved issues, and document technical issues and solutions in logs.
Configure mobile phones and tablets for assigned users, including email, applications, and security settings.
Manage mobile devices by validating enrolled devices, deploying applications and updates, and maintaining device security.
Maintain asset inventory by recording equipment details and serial numbers and applying asset tags.
Retire outdated equipment securely and maintain its status in the asset database until proper disposal.
Coordinate recovery of company assets when employees depart, determine data and email access status with relevant parties, update asset records, and securely store recovered assets.
Image computers using MDT, apply the computer naming standard, and create user accounts and access.
Install user-specific software according to manager instructions.
Coordinate with EMCOR to create user email accounts.