Senior Help Desk Administrator

Universal Display Corporation • New Castle, DE

8d • $80,000 - $100,000 • Hybrid

About The Position

The Senior Help Desk Administrator provides advanced end-user support, systems administration-level troubleshooting, and project support across the company’s end-user technology environment. This role supports hardware, software, Microsoft 365, enterprise applications, networking, endpoint devices, and related services across multiple locations. The position requires strong customer service skills, technical ownership, and the ability to balance day-to-day support with project-based work.

Requirements

• 5+ years of progressive help desk, desktop support, systems support, or end-user technology experience in a corporate environment.
• Senior-level experience supporting Windows workstations, Microsoft 365, Active Directory, endpoint devices, printers, mobile devices, and common business applications.
• Strong troubleshooting skills across hardware, software, operating systems, applications, network connectivity, accounts, permissions, and security-related issues.
• Working knowledge of TCP/IP, DHCP, DNS, LAN/WAN concepts, endpoint management, remote support tools, and remote monitoring platforms.
• Experience with ticket-based support, including prioritization, follow-up, documentation, escalation, and support expectation management.
• Ability to write clear technical documentation, routine reports, procedures, and end-user communications.
• Strong communication, organization, time management, follow-up, and prioritization skills.
• Proven ability to work independently, take ownership of issues, recommend improvements, and follow through with limited supervision.
• Ability and willingness to travel between the Delaware and New Jersey offices as needed.

Nice To Haves

• Relevant certifications such as CompTIA A+, Network+, Security+, Microsoft 365, Azure, or ITIL Foundation are preferred.
• SharePoint administration experience, including permissions, site support, workflows, and Microsoft 365 integration.
• Experience with Windows Server, scripting, PowerShell, SQL queries, or related systems administration tools.
• Experience supporting Windows, macOS, iOS, Android, and other endpoint platforms.
• Experience supporting IT projects, automation, workflow improvement, and departmental initiatives.

Responsibilities

• Provide advanced help desk support, including third-tier issue resolution through phone, email, instant messaging, and the ticketing system.
• Troubleshoot Windows operating systems, enterprise applications, network connectivity, endpoint devices, permissions, and related infrastructure.
• Triage, route, monitor, resolve, and document support tickets, ensuring clear findings, actions, and resolutions.
• Analyze event logs, compatibility issues, recurring incidents, and user-reported problems to identify root causes and permanent solutions.
• Stage, image, configure, deploy, refurbish, and support end-user equipment in alignment with company standards.
• Support onboarding by provisioning equipment, configuring user access, and setting up workstations for new hires.
• Track IT inventory and support global asset tracking, device management, and lifecycle management practices.
• Install and support software, hardware, printers, peripherals, and related technology at company locations, including Delaware and New Jersey offices as needed.
• Support Active Directory, Microsoft 365, SharePoint, enterprise SaaS applications, user access, permissions, workflows, and user how-to questions.
• Coordinate with internal IT teams, specialists, and vendors to resolve issues and support business operations.
• Create and maintain technical documentation, support procedures, end-user communications, and internal knowledge articles.
• Support automation, workflow improvements, SaaS integrations, onboarding improvements, IT projects, and departmental initiatives.
• Track and report ticket metrics, monthly status data, and support activity trends.
• Contribute to training on existing, new, and emerging technologies.
• Follow procedures that support company standards, ISO requirements, and internal IT governance practices.
• Work occasional non-business hours as required for maintenance windows, project activities, or urgent business needs.

Benefits

• Competitive base salary and annual bonus program
• Medical/Prescription Drug coverage, Dental, and Vision for employees and family
• Option of Health and Dependent Flexible Spending Accounts (FSAs)
• Option of Health Savings Account (HSA)
• Group Term Life insurance, short term disability, and long-term disability benefits for employees
• Employee Stock Purchase Plan (ESPP)
• 401(k) company contribution
• Annual charitable matching gift
• Generous Paid Time Off

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed