Desktop Support Administrator

Responsibilities

• Provide on-site technical support to a regional office and assist with tickets from locations across the US and Canada.
• Provide one‑on‑one end‑user training (in person or remotely) and assistance on a variety of software applications and computer hardware, documenting user inquiries and problems and working towards a solution.
• Respond to customer issues and requests by creating, tracking, and documenting solutions in a support database and monitoring the support queue.
• Install, configure, test, maintain, and troubleshoot customer workstations and related hardware and software.
• Perform analysis and diagnosis of complex problems for customers and recommend and implement corrective solutions.
• Troubleshoot network connectivity issues, including wireless access points, devices connected to the wireless network, preliminary bandwidth issues, and printer routing problems.
• Act as designated IT point of contact for the facility in case of any IT‑related emergency or maintenance.
• Consult with customers to obtain hardware, software, and services and assist the customer in obtaining the training necessary to use the product(s).

• High school diploma required.
• Degree in Information Systems preferred.
• 5+ years of technical and customer service experience required.
• Experience with Mac OS X, Mobile Devices, TCP/IP communication protocol, Microsoft Office, Microsoft Exchange, Microsoft Teams, VPN, Remedy Call Tracking System, Team Viewer, Lenovo laptops and desktops, HP, Dell, and Ricoh printers preferred.
• Exceptional Customer Service skills.
• Enterprise experience directly supporting Windows Operating Systems.
• Proficiency with Microsoft Office Products (Office
  365).
• PC encryption.
• Experience delivering hands‑on customer training.
• Skilled with Polycom AV conferencing devices (Trios and Group Series).
• Strong interpersonal and communication skills.
• Excellent attention to detail, and the ability to prioritize and execute tasks effectively.
• Excellent time management skills to maintain high levels of customer service in a high‑paced, heavy workload environment.
• Ability to work overtime when critical situations and weekend maintenance issues arise.

Demonstrates expertise in providing technical support and customer service, with a strong focus on troubleshooting hardware and software issues, delivering training, and maintaining high levels of customer satisfaction. Proficient in managing IT‑related emergencies and ensuring effective communication with users across various platforms.

• Technical Support
• Customer Service
• Troubleshooting
• Microsoft Office Products
• Network Connectivity

• Technical Support
• Troubleshooting
• PC Encryption
• Microsoft Office Products
• Mac OS X
• TCP/IP Communication Protocol
• Windows Operating Systems
• Mobile Devices
• Remedy Call Tracking System
• Team Viewer

• Exceptional Customer Service
• Strong Interpersonal Skills
• Excellent Attention to Detail
• Time Management
• Communication Skills

• End‑User Training
• Support Database
• Network Connectivity Issues
• IT Point of Contact
• Customer Training

• Microsoft Exchange
• Microsoft Teams
• Polycom AV Conferencing Devices
• Lenovo Laptops
• HP Printers
• Dell Printers
• Ricoh Printers
• VPN