Nature and Scope

This position will be a self-starter, with a bias towards action, who has excellent problem solving and analytical skills, who will also be motivated, team oriented, and passionate about customer service. The IT HelpDesk Administrator I will be a technically skilled candidate with superb interpersonal skills and the ability to troubleshoot technical issues, provide timely end-user feedback, and support the roll-out of new applications, among other duties.

Roles and Responsibilities

• Provide incident response support and document incident findings
• Troubleshoot technical issues with end-users
• Manage and administrate all operating systems and corresponding or associated software
• Assist in the process of onboarding and exits with hardware and/or software
• Maintain accurate inventory of devices utilizing asset management resources
• Assist in setting up and supporting phones
• Work with other departments to help them put together messaging around changing technologies/requirements
• Assist in evaluating potential new technologies
• Help with technology projects as needed
• Analyze and resolve end-user hardware and software problems in a timely and accurate fashion within established service standards
• Administrate all operating systems and corresponding or associated software
• Serve as the primary support person to handle service issues as they arise
• Research questions using available resources including collaboration with fellow team members
• Advise user on appropriate actions and provide problem resolution follow-up
• Follow established standard help desk procedures
• Perform other duties as assigned

• Minimum of an AA in Computer Science; BS/BA preferred. Education may be substituted for experience at manager’s discretion.
• 2 years of directly related technical experience
• Working knowledge of network, PC, and platform operating systems, including Microsoft, Apple, Slack/Teams, telco, etc.
• Ability to present ideas and solutions in user-friendly language
• Excellent verbal and written communication skills, etc.
• Adept at reading and interpreting technical documentation and manuals
• Ability to conduct research into software issues and products as required
• Experience working in a team-oriented, collaborative environment
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Meticulous attention to detail