Help Desk Administrator

Job Title: Help Desk Administrator

Location: Amarillo, Texas

Reports To: Help Desk Supervisor

Salary: $50,000-55,000

Job Summary:

The Help Desk Administrator is responsible for providing technical support and assistance to end-users within a dynamic help desk environment. This role involves diagnosing and resolving complex hardware, software, and network issues, as well as providing guidance and escalation support to junior team members.

Key Responsibilities:

• Provide advanced technical support and troubleshooting for complex hardware, software, and network issues, utilizing analytical skills and problem-solving techniques to identify root causes and implement effective solutions.
• Mentor and train Help Desk Technicians, sharing expertise and best practices to enhance their technical skills and capabilities.
• Collaborate with other IT teams and departments to resolve escalated issues and implement cross-functional solutions.
• Participate in the planning and execution of technology projects, including system upgrades, migrations, and deployments.
• Conduct proactive maintenance and monitoring of IT systems to prevent issues and optimize performance, utilizing monitoring tools and automation where applicable.
• Develop and maintain technical documentation, including standard operating procedures, system configurations, and troubleshooting guides.
• Assist in the evaluation and implementation of new technologies and solutions, conducting research, testing, and providing recommendations based on business needs and requirements.
• Coordinate with external vendors and service providers to facilitate resolution of complex technical issues and ensure service level agreements are met.
• Contribute to the development and improvement of IT policies, procedures, and best practices, ensuring compliance with industry standards and regulations.
• Serve as a subject matter expert on specific technologies or systems, providing guidance and support to both technical and non-technical stakeholders.
• Participate in 7 day 24-7 on-call rotation and provide after-hours support as needed to address critical issues and minimize service disruptions.
• Ability to lift, carry, and move equipment as needed throughout the day. Including equipment up to 40 lbs.
  
  

Relevant Experience:

• Proven experience in a help desk or technical support role, with a focus on resolving complex issues.
• Strong customer service skills with the ability to interact effectively with users of all levels.
• In-depth understanding of computer hardware, software, and networking concepts.
• Proficiency in operating systems such as Windows 10 & 11, macOS, Android, etc.
• Experience with ticketing systems, remote support tools, and ITIL best practices.
• Advanced understanding of SSO, VOIP, Active Directory, and computer imaging.
• Proficient in hardware and software troubleshooting, including diagnosis, repair, and replacement.
• Demonstrated documentation skills, including the ability to document support activities and procedures accurately.
  
  

Soft Skills:

• Exceptional problem-solving abilities with a proactive approach to issue resolution.
• Outstanding communication and interpersonal skills.
• Ability to collaborate effectively in a team environment.
• Customer-focused attitude with a strong desire to assist others.
• Meticulous attention to detail in troubleshooting and documentation.
• Excellent written and verbal communication skills.
• Active participation and contribution in team meetings.
• Strong time management and organizational skills.
• Proficiency in conflict resolution techniques.
• Willingness to learn and adapt to new technologies and procedures.
  
  

Certifications & Education:

• High school diploma or equivalent required
  
  

Preferred qualifications:

• Associate degree or equivalent experience in information technology
• Additional technical training or coursework in information technology
• One of the following or equivalent certification: CompTIA A , Net , Sec , Google IT Support Professional