Address
Form of workJob Description: IT Help Desk Administrator
IT Help Desk Administrator will report to the Director of IT. Duties are to provide internal support for employees at our corporate office, as well as remote sites. Ideal Candidate should have a mixture of technical and customer service skills. We are seeking someone who is passionate about technology and wants to learn & grow.
Basic Function/Responsibilities:
- Managing help desk tickets & prioritize according to SLA and severity
- Providing solutions and advice on technical issues
- Recognize and escalate complex issues
- Laptop configuration – Domain Join, Outlook configuration, Software installs.
- Setup, configure and troubleshoot printers. Reaching out to Print management company to coordinate repairs.
- Computer software and hardware troubleshooting.
- Diagnose and repair minor network issues (Wan, Lan access)
- Monitor, research, and mitigate AV threats through Sentinel One.
- Password resets and file/folder administration.
- Creating manuals for technical training
- Using feedback from customers to improve problem-solving techniques and customer service
- Documenting and analyzing technical issues and customer interactions
- Employee onboarding (Account creation O365, EMR System, O365, AD, , etc.)
- Employee offboarding (account deactivation, data transfer, email access, equipment gathering).
- O365 administration - Email Creation, Distribution groups, Shared mailboxes, etc.
- Reaching out to vendors for warranty claims.
- Support audio and video equipment in conference rooms.
- Onsite visit local to Monument bi-weekly or as needed
- Out of state sites on a quarterly basis or as needed to handle various issues
Qualification & Requirements:
- Excellent interpersonal and customer service skills.
- Problem-solving and critical-thinking skills.
- Excellent written and verbal communication skills.
- Ability to quickly diagnose and resolve technical issues.
- Must be able to travel locally and out-of-state as needed, approximately 30%
- Must be able to lift up to 50 lbs and climb ladders, typically up to 12 feet
- Exceptional teamwork and leadership skills to help other technical support workers.
- Ability to learn new technologies and implement them.
- 1-2 years’ experience working in a Windows environment.
- Passionate about IT and eager to learn & grow.
- Team player with a “can do” attitude.
- Ability to multitask and prioritize work.
- Ability to work independently and be resourceful.
- Weekend availability (as needed) to handle urgent issues.
- Must be proficient with Windows OS and MS Office.
- Office 365 and Active Directory management.
- Mac and PC hardware, Printers, scanners, computer peripherals, Mobile devices (iOS, Android)
- Networking knowledge of TCP/IP protocols, Wireless Technology, and Infrastructure.
- Additional duties may be added as needed
Pluses
- Manufacturer's certification a plus (MCSE, CompTIA Network+, CompTIA A+).
- Experience with Salesforce and EMR Systems
- Knowledge of Dell & Unifi Enterprise Switches
- Installation of CCTV & IP Cameras (LTS, HikVision etc)
