Level 1 Help Desk Administrator

Quebe Holdings, Inc.•Kettering, OH

1d•Onsite

About The Position

The Level 1 Help Desk Administrator provides entry-level technical assistance to computer users and supports the IT Manager. The role answers questions and resolves computer problems in person, by telephone, or electronically, including issues 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, with the expectation of eventually taking the lead on these tasks. The position is based in Dayton, Ohio, and reports to the IT Manager. The administrator provides desktop and mobile device support, assists with computer imaging and software and email setup, manages IT asset records and recoveries, and follows up with employees to verify that workstations and services are functioning. They document issues and solutions, guide users through troubleshooting, and escalate unresolved problems to the next support level. The role may also involve commuting to field locations and navigating job sites.

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 standards of quality and attention to detail.

Nice To Haves

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

Responsibilities

Assist with hardware and software configuration and device and printer setup, eventually taking the lead on these tasks.
Learn quickly, work independently, and keep the IT Manager informed of concerns or issues requiring assistance.
Answer user inquiries and resolve computer hardware and software problems.
Oversee the daily performance of computer systems.
Investigate and resolve problems using technical manuals, user discussions, and computer diagnostics.
Set up equipment for employee use and perform or ensure proper installation of cables, operating systems, and software.
Develop training materials and procedures or train users in the proper use of hardware and software.
Communicate respectfully and effectively with management and coworkers.
Perform occasional accurate data entry.
Address user tickets involving hardware, software, and networking, including troubleshooting network issues, software conflicts, and hardware problems, and processing user moves and changes.
Guide users through troubleshooting steps and help create technical documentation and manuals.
Follow up with internal customers to verify that workstations, mounted drives, printer services, and email are functioning.
Conduct remote troubleshooting, test alternative solutions, escalate unresolved issues, and record technical issues and solutions in logs.
Configure mobile phones and tablets for assigned users, including email, required applications, and device security.
Maintain mobile devices through device validation, application deployment and updates, and security management.
Record new equipment in the tracking system, including asset tags, specifications, and serial numbers.
Securely retire obsolete equipment by updating asset records and storing equipment pending proper disposal.
Coordinate asset recovery when employees depart, including consultation with managers and HR, determining data access and email status, updating asset records, and securely storing recovered equipment.
Image computers using MDT, apply the current image, follow computer naming standards, and create user accounts and access.
Install user-specific software according to the user's manager instructions.
Coordinate with EMCOR to create user email databases.