Help Desk Administrator

POSITION SUMMARY

Offer support and technical assistance to customers and end user who are using software, hardware, or other computer systems and need help completing tasks or troubleshooting problems through diagnostic tests and remote access to their computers. This is an onsite position.

• Serve as the first point of contact for end users seeking technical assistance over the phone, live chat or email. Remotely accessing hardware or software for clients to make changes and fix problems
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Training other staff members on troubleshooting and diagnosing problems. Walk the end user through the problem-solving process.
• Determine the best solution based on the issue and details provided by end users.
• Installing or changing software to fix issues.
• Writing, editing, and revising training manuals for new and updated software and hardware. Analyze common complaints and problems
• Direct unresolved issues to the next level of support personnel and see the problem to solution.
• Provide accurate information on IT products or services
• Follow-up and update end user status and information
• Pass on any feedback or suggestions by end users to the appropriate internal team
• Identify and suggest possible improvements on procedures
• Maintains customer and end user confidence and protects the company by keeping information confidential.
• Provides mobile support and set up.
• Manages all voice switches and phone set up.
• Maintains a safe and clean working environment by complying with policies, procedures, and regulations.
• Flexible schedule as work may require after business hours and weekends.
• Other duties and departmental projects as assigned.

• Strong computer skills and the ability to troubleshoot and diagnose problems.
• Familiarity with both PC and Mac hardware and operating systems.
• Working level of experience with various business productivity applications such as Microsoft Office, Office
  365, Internet Browsers and Microsoft Operating Systems.
• Knowledge and maintenance of printers and ability to manage print servers.
• Experience with network repairs and analysis.
• Education in computer repairs and how to troubleshoot problems.
• Experience with Active Directory, DHCP, DNS, server roles and services.
• Understanding of IT security concepts including malware remediation using antivirus and endpoint security tools.

• High School Diploma or GED required.
• Minimum of 2years technical education — Associates Degree required.
• Education in Computer Repairs and how to Troubleshoot Problems (some jobs may require a degree from a university or technical school).

• 2 years of experience working in a Help Desk environment.
• 2 years administration of Microsoft O365 business applications in a Help Desk environment.
• 1yr Network LAN/WAN
  
  Experience:
  
  TCIP/IP/Subnet, VLAN, Site-to-Site VPN, Remote Management tools
• 1yr Network management/maintenance experience with switches, routers, firewalls, running Ethernet cables

• Good customer and end user service skills, ability to communicate effectively to help customers and end users fix their issues and feel satisfied with the experience.
• Writing and Editing Skills to aid in writing and updating manuals.
• Excellent presentation, listening, verbal, and written communication skills.
• Able work independently and/or collaboratively within a team — willing to roll up your sleeves and help the team get work done
• Manage and organize time to meet objectives and deadlines
• Lives and leads by TSR’s values and serves as an example of the best we want to see in our team.
• Able to interact professionally with customers, vendor partners, and fellow employees
• Highly motivated to learn and grow – self-directed and proactive
• Reliable and responsive
• Demonstrate honesty, integrity, and conscientiousness — care about doing the right thing, not the easy thing
• Possess a positive attitude and sense of humor
• innovative mindset — demonstrate flexibility and problem-solving skills when met with challenges

• Perform activities such as balance, bend/stoop, crouch,…