Level One Help Desk Admin- End User Support

Contour Data Solutions•Philadelphia, PA

2d•Onsite

About The Position

Contour Data Solutions is seeking an experienced, highly motivated Help Desk Admin to support end users in a fast-paced environment. The role is part of a technology team responsible for 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 related technology. The position is based at a customer site and is full time, Monday through Friday, with on-call support for planned and unplanned responses in a 24x7 environment. The Help Desk Admin is the first line of support for client technology issues and manages incidents through phone, email, remote-access software, and computer chat. The role monitors ticket queues and alerts, troubleshoots and resolves issues, escalates problems when needed, documents work and time, and communicates incident progress to customers. The position also supports Microsoft technologies, Windows server environments, networked devices, remote-access solutions, and customer-specific line-of-business applications. The employee works closely with clients, vendors, Level 2/3 engineers, and other technical teams, while building professional relationships and helping improve customer satisfaction.

Requirements

At least 5 years of experience in an IT help desk or support position is stated in the posting.
Working knowledge of Windows server administration.
Knowledge of networks, servers, and Windows PC hardware and operating systems.
Understanding of IP networks, including switches and firewalls, and the ability to troubleshoot related issues.
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 such as Windows Server, Exchange, SQL, Office 365, and Windows 7/10.
Experience supporting iPhone, iPad, and Android devices.
Experience supporting Microsoft Teams phone systems.
Experience with Apple computers in a networked environment.
Experience with Nable RMM or remote management of computers.
Experience supporting printers and copiers in a networked environment.
Ability to manage a ticket queue and take ownership of a broad variety of system problems.
Ability to use available troubleshooting resources, quickly diagnose problems, communicate them clearly, and ensure identified problems are resolved.
Technical, analytical, interpersonal, and organizational skills.
Flexibility, integrity, teamwork, attention to detail, and a strong commitment to client satisfaction.
Ability to work effectively with others and independently, self-manage, and remain accountable.
Ability to build strong client relationships and communicate technical matters in plain language.
Willingness and ability to provide on-call support, including planned and unplanned responses in a 24x7 environment.
Pass a background check.
Able and willing to lift more than 50 pounds of equipment.
Must be a legal U.S. citizen or have a U.S. work permit.
Reliable transportation and ability to drive or travel to and from customer sites.

Nice To Haves

Microsoft certifications.
Working knowledge of ITIL principles and procedures.

Responsibilities

Manage the ticket queue and monitor ticket databases and monitoring platforms; follow up with assigned personnel to ensure timely problem resolution.
Provide first-line support for client software, hardware, systems, and end-user issues through phone, email, remote-access software, and computer chat.
Troubleshoot issues involving networks, servers, Windows PCs, mobile devices, printers, phones, and business applications.
Escalate problems and coordinate recovery using established problem escalation procedures.
Identify problem trends and ensure troubleshooting efforts are completed.
Resolve incidents promptly, including monitoring tool alerts and addressing issues before clients are aware of them when possible.
Enter all work as service tickets and record time as it occurs.
Communicate incident progress to customers and notify them of impending changes or agreed outages.
Explain technical problems and solutions to end users in clear, accessible language and handle problem situations professionally.
Interact with vendors to support customer-specific line-of-business applications, copiers and printers, internet service providers, and other services.
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.
Work with customers and internal teams, including solutions, production support, network, security, desktop support, and systems administrators, to optimize systems and related components.
Support Level 2/3 engineers and other teammates as part of a collaborative team.
Build sincere professional relationships with clients, learn their work environments, and seek ways to improve their satisfaction with service.
Perform duties cost-effectively without jeopardizing quality of care or service.