IT Help Desk Administrator

Job Summary 

A Help Desk Administrator is responsible for providing technical support and assistance to end-users within an organization. They are the first point of contact for troubleshooting and resolving IT-related issues, including hardware and software problems, network connectivity, and user access. Help Desk Administrators also maintain documentation of support requests and resolutions, track and prioritize issues, and escalate complex problems to higher-level support teams when necessary. They play a crucial role in ensuring smooth and efficient operations by resolving technical issues promptly and effectively. Posted position does not allow for sponsorship or relocation assistance.

Supervision

NONE

Essential Responsibilities

Provides prompt and effective first level technical support for all internal customers. Familiar with computer hardware support, maintenance and troubleshooting. 
* Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies. 
* Responsible follow up on closed tickets to ensure customer satisfaction. 
* Can perform entry to 1st level support of computer hardware and software related issues. 
* Responsible to document, assess, resolve and/or escalate issues as appropriate, initiating customer contact. 
* Throughout resolution process, provide status information and ensure effective communication and customer satisfaction. 
* May have worked with problem ticket resolution and end user application support. 
* Ability to install software, hardware and peripheral components such as monitors, keyboards, printers, network interface cards and disk drives on user's premises. 
* Supports activities assigned by the help desk, network services, or other information systems groups. 
* Provides updates, status, and completion information according to published procedures. 
* Enters and completes problem ticket information via the approved tracking system. 
* Works under direct supervision on duties and tasks that are standardized, selecting from written instructions and established procedures. Applies basics and works toward developing skills in procedures, techniques, tools, materials and equipment. 
* Perform other related duties as assigned. 

Job Requirements 

* Bachelors degree or equivalent combination of education and experience. 
* Minimum 1 year experience in related. 
* Ability to communicate effectively over the phone 
* Possess excellent organizational skills. 
* Self starter, patient, willing to learn and be highly motivated. 
* Comfortable with Microsoft suites including productivity software and operating systems. 
* Familiar with desktop and laptop hardware as well as other peripherals. 
* Team player who has the ability to work effectively with all levels of company personnel over the phone and face to face. 
* Methodical approach to problem solving.  
* Works well under general supervision. 
* Ability to prioritize and manage multiple tasks simultaneously. 
* Responsible and dependable. 
* Excellent communications skills, both verbal and written.

Minimum Qualifications

*Minimum 1 year experience in IT or Help Desk support role. 

Essential Responsibilities

•Ability to communicate effectively over the phone

•Possess excellent organizational skills.

•Self starter, patient, willing to learn and be highly motivated.

•Comfortable with Microsoft suites including productivity software and operating systems.

•Familiar with desktop and laptop hardware as well as other peripherals.

•Team player who has the ability to work effectively with all levels of company personnel over the phone and face to face.

•Methodical approach to problem solving.

•Works well under general supervision.

•Ability to prioritize and manage multiple tasks simultaneously 

•Responsible and dependable.

•Excellent communications skills, both verbal and written 

Working Conditions

• Temperature controlled working environment. Some outside activities may be required.
• This position may travel out-of-town to attend training and meetings.
• Typical office environment: may experience minor discomfort from extensive use of a computer display and keyboard; travel between buildings on campus and between campuses.

Physical Requirements

• Maintaining body equilibrium and agility to prevent falling when walking, standing, crouching, ascending or descending stairs.
• Sitting, standing and walking for long periods of time.
• Typing, punching or applying pressure to an object with fingers and palm.

#LI-CAB