Job Title: IT Service Desk Administrator

Classification: Non-Exempt

Summary:

The IT Service Desk Administrator serves as the first point of contact for internal customers. This important role within EVG North America, provides comprehensive IT support across the organization. This position is responsible for managing a complete inventory of IT Assets, including equipment, hardware, software, and supplies. The role involves proactive troubleshooting, maintenance of IT resources, and oversight of the online ticketing system. As a non-exempt position, it demands high accountability for upholding the corporate image and integrity, which may require exceptional effort, potential travel, and flexible working hours.

Essential Duties and Responsibilities:

To perform this job successfully, individual must be able to perform each of the primary duties satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required:

• Offer IT support to both local and remote staff members.
• Help with troubleshooting hardware and software.
• Contribute to IT project implementations with solution assistance.
• Efficiently log, prioritize, and direct user inquiries and incident reports.
• Maintain thorough documentation of all support activities.
• Oversee the lifecycle management of IT equipment, including:
  • Receipt and inventory tracking.
  • Coordination of maintenance or warranty claims with vendors.
  • Execution of equipment lifecycle procedures.
  • Setup and decommissioning of IT hardware.

Additional Duties and Responsibilities:

• Provide support for standard client software applications, including MS Office suite, Adobe Suite, and more.
• Respond to inquires via email, over the phone, in person, or via ticket system.
• Aid in the research and acquisition of computer accessories and supplies.
• Commitment to provide exceptional customer service.

Qualifications / Education / Skills and Experience:

• An associate or bachelor’s degree in a relevant field, or 2-4 years of experience in a related IT role.
• Proficiency in handling sensitive information with discretion.
• Tech savvy, experience working in a tech-related field.
• Strong communication skills and professional demeanor with all company levels and clients.
• Advanced proficiency in PC usage and applications.
• Ability to diagnose and resolve technical issues.

Physical Demands:

• While performing duties of this job, individual is regularly required to stand, sit, reach with hand and arms, stoop, kneel, crouch, crawl and lift/move up to 50 pounds.
• Visual acuity required.
• Individual is required to use hands to finger, handle or feel objects, tools, or controls frequently and be able to reach with hand and arms above shoulder level occasionally. his position also requires sitting for extended periods of time.

This job description in no way states or implies that these are the only duties to be performed by the employee in this position. Employee will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.

A review of this position has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities.