What are the responsibilities and job description for the Bee Talent Solutions | Service Desk Administrator position at Bee Talent Solutions?
We are looking for a Service Desk Administrator I for our client in Durham, NC.
The Service Desk Administrator I is responsible for coordinating, diagnosing, and troubleshooting internal employee issues with technology.
Provides support services to employees with technical problems and information technology issues involving desktop, laptop or network services from local personnel or from employees using network remote access.
Provides timely resolution of problems or escalation on behalf of customers to appropriate technical personnel.
Provides case status updates to management and end-users.
Supports and maintains effective relationships with users.
Develops, documents, and implements standard operating procedures and customer service guidelines relating to IT support.
The Service Desk Administrator I is responsible for supporting end-user technologies for the users as well as providing onsite support for the offices. The position supports all company standard systems, applications, and software; including, but not limited to :
Microsoft Windows 10
Apple OSX
Microsoft Office 365
Anti-virus software
Software VPN
Mac and Windows laptops and workstations
RingCentral VOIP Software
Printers, MFP, and Fax devices
Polycom and Zoom Video Conferencing technologies
Responsibilities :
Receives requests through the IT ticketing system, via email, Slack, or phone for assistance on computer related problems including network, hardware, software, peripheral, and related equipment; determines severity of problems; troubleshoots, resolves or refers to appropriate technical staff as appropriate, trains users in resolving problems.
Participates in the acquisition, installation, upgrade, and maintenance of workstations, laptops, software, and related systems; installs, moves / relocates, and configures software for new users; Install, configure, and patch various operating systems (Windows 10, OSX) for laptops / desktops; manage hardware and software asset lists
Ensures quality customer service to the staff; ensures proper and accurate feedback on technical problems; and coordinates communication between user and IT staff
Utilizes and maintains ticket tracking systems, software, and related systems to ensure efficient help desk and customer service operations, maintains forms, documentation, and logs
Escalates technical issues and coordinates with IT staff to resolve problems and provide solutions
Ensures conformance with established IT and company policies and procedures; recommends improvements in workflow, procedures, and use of equipment and forms; implements improvements as approved; and provides on-call support
Required Qualifications :
Good communication and people skills
Troubleshooting skills for Windows / Mac-based platforms, smartphones, and A / V equipment Willingness to learn, develop, and contribute in a fun, fast-paced environment
Self-starter that brings both interpersonal skills and creative problem-solving skills
Preferred Qualifications :
VMware ESXi / Horizon experience
JIRA and Confluence experience
Office365 experience or exposure on the administrative side Knowledge of domain management applications
Demonstrated knowledge of networking and hardware standards
Solid understanding of security concepts, principles, and practices
A / Microsoft certification preferred (or working towards)
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