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DescriptionServes as the first point of contact for the IT department and provides quality customer service to end users. The Helpdesk administrator is responsible for meeting IT SLA guidelines for end user contact and issue resolution. Escalates unresolved issues to the next level support for remote software, over the phone or other methods. Serves as liaison between the end user and the IT department with main focus on customer satisfaction and timely issue resolution. This position is responsible for documentation of all end user issues and request in the tracking system.Essential Functions: (Other duties and responsibilities may be added at the company’s discretion)Responsible for, but not limited to, Level I support with OWA, Exchange, Printers, Citrix, Mobile Devices, Laptops, and Desktops.
Provide technical support via phone, emails, and remote tools.
Providing first contact resolution if possible, and then escalating to next level if necessary.
Follow up and communication with end users to ensure satisfactory response, updates and resolution.
Works with 3rd party vendors to resolve issues with hosted services, ISP and telephone services.
Administration of BES server and GII member services.
Responsible for AD account creations and closures. Password resets and access to networks and phone systems.
Responsible for tracking equipment sign in and out for inventory.
Coordinate delivery and return of IT equipment to and from end users.
Provide instructions on equipment and procedures to end users.
Creates end user instruction and solution documentation.
Responsible for meeting IT SLA’s for customer service, contacts and resolutions.
Job Requirements and Qualifications: (includes – Education, Training licenses & certificates, Knowledge and Work Experience Requirements)A+ certification and/or 2 year experience computer trouble shooting
At least 1 years experience within a helpdesk or call center environment that includes using ticketing system software.
Proven ability to troubleshoot PC issues including printing and network connectivity issues.
Proficient in supporting Windows XP, 2007 and Office 2010, prefer experience with Citrix.
Excellent written and verbal communication skills
Ability to work in a team environment
Ability to work in an interruption-driven environment
Detail oriented
Self-motivated and ability to work with minimal supervision
Strong customer service skills required
Other Information: (Special Information such as physical requirements, travel requirements, on-call schedules…)· The ability to push, pull, lift, up to 40lbs. with or without accommodations· Must be able to stand and or walk for extended periods of time· The ability to bend, reach and grasp throughout the work dayEqual Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThe contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
