Help Desk Administrator

Classification

Full Time

Supervised By

Manager of IT

Job Description

Responsible for ensuring employee effectiveness through efficient use of technology services and methodologies.  Areas of responsibility include dispatching Help Desk requests, providing initial support for all technology services, enabling end user access to all systems in a secure manner, managing the entire lifecycle of end user devices (desktops, laptops, etc.), administering the enterprise-wide telecommunications system, and tracking requests in the Help Desk ticketing system.

Responsibilities

Drive business results by increasing efficient use of all technology services, leveraging Help Desk best practices to track and report on Help Desk metrics and then recommend improvements based on these metrics 40%
Oversee all Identity and Access Management (IAM) aspects (adding/changing/deleting user accounts, permissions, roles, etc.), including performing IAM tasks and coordinating IAM tasks being performed by suppliers/vendors 15%
Provide general break/fix support for all end user devices (desktops, laptop, phones, tablets, etc.), including support of operating systems, applications, network configuration, printing, etc. 15%
Manage Help Desk ticketing system, ensuring that all requests are entered into the Help Desk ticketing system while also ensuring that the Help Desk ticketing system generates reports on trends, patterns, predictive analysis, etc. 15%
Create standard operating procedures and best practices, including providing written procedures, end-user documentation, documentation of modifications and upgrades, etc. 10%
Other duties as assigned 5%

Location

Hillcrest

Hours

Qualifications

Highschool diploma

2 or more years in a customer Service

Excellent oral and written communication, good troubleshooting, and customer service skills

Basic desktop, software, and hardware troubleshooting skills

 

 

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