Senior Helpdesk Administrator

Lactalis USA Inc.•Buffalo, NY

8d•$68,000 - $73,000•Onsite

About The Position

This position provides support to end-users remotely and desk-side. The individual responds to help requests and identifies, researches, and resolves technical problems. In addition to workstation support, this position includes significant exposure to datacenter and server operations.

Requirements

Two years’ professional experience in a related field or the equivalent in pursuit of a degree
Three years’ professional experience in a related field or the equivalent in pursuit of a degree
Knowledge on IT systems including: Microsoft workstation operating systems (Win XP to Win 10), Microsoft Office products including Outlook, PC hardware break/fix troubleshooting, IOS and Android mobile devices, Citrix (troubleshooting of published apps and desktops), Domain services: MS Active Directory, DNS, DHCP, Microsoft server operating systems (2003 to 2012), IBM Domino and Lotus Notes, SAP and/or iSeries, Backup systems and processes.

Responsibilities

Receive and resolve incoming help requests from end users in a courteous and professional manner. This includes documenting the entire support lifecycle from origin through all steps taken until resolution is complete.
Prioritize and schedule problem resolution. Escalate problems when required to the appropriately experienced technician.
Use software updates, drivers, knowledge bases, forums, and frequently asked questions resources on the Internet to aid in problem resolution.
Identify and learn appropriate software and hardware used and supported by the organization.
Perform hands on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
Evaluate documented resolutions and analyze trends for ways to prevent future problems. Develop help sheets and frequently asked questions lists for end users from this research.
Maintain and report on operational systems such as backup and monitoring.