Help Desk Administrator

Serves as the first point of contact for the IT department and provides quality customer service to end users. The Helpdesk administrator is responsible for meeting IT SLA guidelines for end user contact and issue resolution. Escalates unresolved issues to next level support if first-contact remote support, over the phone or other methods, was not successful. Serves as liaison between the end user and the IT department with the main focus on customer satisfaction and timely issue resolution. This position is responsible for documentation of all end user issues and request in the ticketing system.

Essential Functions: (Other duties and responsibilities may be added at the company’s discretion)

• Responsible for, but not limited to, Level I support with Laptops, Desktops, tablets, and POS Devices.

• Provide technical support via phone, emails, chat, and remote tools.

• Providing first contact resolution if possible, then escalating to the next level if necessary.

• Follow up and communication with end users to ensure satisfactory response, updates and resolution.

• Responsible for receiving equipment orders and inventorying all received items within 24-hours.

• Responsible for device on-boarding to the device management platform.

• Responsible for new account creations and closures, password resets, access to printers and phone system.

• Responsible for IT Asset tracking of loaner equipment.

• Coordinate delivery and return of IT equipment to and from end users.

• Provide instructions on equipment and procedures to end users.

• Creates end user instruction and solution documentation.

• Responsible for meeting IT SLA’s for customer service, contacts and resolutions.

Job Requirements and Qualifications: (includes – Education, Training licenses & certificates, Knowledge and Work Experience Requirements)

• GED/High School Diploma.

• A+ certification and/or 1 year of experience computer trouble shooting

• At least 1 year experience within a helpdesk or call center environment that includes using ticketing system software, preferred.

• Proven ability to troubleshoot PC issues including printing and network connectivity issues remotely.

• Knowledge of assigning Microsoft 365 licenses, preferred.

• Excellent written and verbal communication skills

• Ability to work in a team environment

• Ability to work in an interruption-driven environment

• Self-motivated and ability to work with minimal supervision

• Strong customer service skills required

Other Information: (Special Information such as physical requirements, travel requirements, on-call schedules…)

• The ability to push, pull, lift, up to 40lbs. with or without accommodations

• Must be able to stand and or walk for extended periods of time

• The ability to bend, reach and grasp throughout the work day