Job Description
OVERVIEW
The number one goal of everyone in our team is to make our clients exceptionally happy. The Help Desk Administrator II plays an important role in making sure that happens.
The Help Desk Administrator II is a site placement role and is responsible for day-to-day tickets as well as escalated support requests from the Help Desk Team. They are assigned the support requests and can form working relationships with various personalities to gain their trust.
RESPONSIBILITIES & TASKS
Provide Technical Support:
- Troubleshoot and resolve issues related to computers, networks, and end-user devices.
- Assist with desktop, printer, and local area network (LAN) hardware/software maintenance.
End-User Support:
- Install and configure hardware/software for end-users.
- Assist with software and hardware installation and troubleshooting.
Use Client Support Tools:
- Utilize client-specific support tools to manage and maintain desktop environments.
Communication & Escalations:
- Work with technical team for issues and escalations and be able to communicate repetitive work to assist in streamlining processes to provide permanent resolutions.
SKILLS AND ATTRIBUTES
- Must posses current entry level certification or greater such as: Sec+ or Net+
- A love of (and ability to) Solve Problems & Challenges
- Great communication skills, founded in being a good listener
- Understanding of support tools, techniques and how technology is used to provide services
- Diagnosis skill of technical issues related of end-user hardware & software and network devices
- Experience and understanding of structured cabling (tidy cable management is a must)
- Experience installing and maintaining networking and VoIP equipment
- Experience and knowledge of working with the Microsoft 365 Platform
- Experience in clean workstation installations (tidy cable management for end-user devices, such as computers, monitors, printers, etc)
- Experience working with vendors for expedited troubleshooting of hardware and software systems
- A deep desire to deliver an amazing Client Experience
- Knowledge of IT Applications, Software & Hardware
- The ability to keep up with & adapt to the fast-paced IT world
* 3-5 years experience working either on a Help Desk Team or for a Managed Service Provider (MSP)/IT Support Business.
PHYSICAL REQUIREMENTS
- Physical Demands: the physical demands described here are representative to of that may need to be met by an employee to successfully perform the essential functions of this position.
- White performing the duties of this position, the employee is regularly required to talk, hear, stand, walk, sit, reach with hands and arms, climb or balance, stoop, kneel, crawl, and drive. The employee must be able to lift parcels weighing up to 100 pounds.
WORK ENVIRONMENT
This is a site placement position, and all work will be performed at the client location.
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