Overview
Are you passionate about technology and eager to make a difference in a dynamic environment? We are looking for a dedicated Level 1⁄2 Help Desk Administrator to join our team. In this role, you will be part of a supportive technology team responsible for both internal and customer-facing solutions, providing crucial support for our clients’ end users and addressing issues related to hardware, software, printers, phones, and more.
Key Responsibilities
- Serve as the first point of contact for clients, addressing issues related to software, hardware, and systems.
- Respond to end-user issues via phone, email, remote software, and chat.
- Troubleshoot network issues, including switches, firewalls, and IP networks.
- Communicate technical problems and solutions clearly to clients.
- Foster positive relationships with clients and provide exceptional support.
- Handle issues with iPhone/iPad/Android devices and Microsoft Teams phone systems.
- Support Apple computers in a networked environment and manage remote computer support with Nable RMM.
- Maintain and support printers/copiers in a networked environment.
- Utilize basic knowledge of Windows Server, Active Directory, DHCP, DNS, and other services.
- Support Microsoft technologies, including Windows Server, Exchange, SQL, Office 365, and Windows 7⁄10.
What You’ll Do
- Monitor ticket databases and follow up with assigned personnel to ensure timely resolution.
- Implement problem escalation procedures when necessary.
- Identify problem trends and ensure effective troubleshooting.
- Solve problems and make decisions to resolve issues daily.
- Interface with users, maintaining a positive image of the department.
- Communicate effectively with customers, keeping them informed of incident progress.
- Perform duties efficiently, avoiding waste of resources while maintaining high-quality service.
- Build and maintain professional relationships with clients, seeking ways to enhance their satisfaction.
- Learn about clients’ unique work environments and work towards resolving incidents promptly.
- Monitor alerts to proactively address issues before clients are aware.
- Document all work and time as service tickets and interact with vendors for various support needs.
- Implement and support remote access solutions, including VPN and Remote Desktop.
- Maintain IT environment documentation and communicate changes or outages to customers.
- Collaborate with other team members and support Level 2⁄3 Engineers as needed.
Must-Have Qualifications
- Working knowledge of Windows Server administration.
- Proficient in troubleshooting and problem-solving with strong analytical and interpersonal skills.
- Ability to work independently and as part of a team, with attention to detail.
- Flexibility, integrity, and a commitment to client satisfaction.
- Willingness to take on-call support, including planned and unplanned responses in a 24x7 environment.
Bonus Qualifications
- Microsoft Certifications.
- Familiarity with ITIL principles and procedures.
Additional Requirements
- Must pass a background check.
- Ability to lift equipment up to 50 lbs.
- Legal U.S. citizen or possess a valid U.S. work permit.
- Reliable transportation to the office and client locations.
Employment Type: Full-Time