What are the responsibilities and job description for the Help Desk Administrator position at Confidential?
About the role:
This position will provide technical support in day-to-day operations of computers, workstations, laptops, printers, and other related computing resources. Provide software application support to end users via telephone, MS Teams and on-site.
This position will perform routine technical support tasks such as installing new hardware, re-imaging systems, replicating software images and installing software. On-site user support, maintenance, and installation of networking computer systems. Provide technical training to on-site and remote users.
Responsibilities:
- Monitors telephone calls and help desk tickets from users having problems using computer software and hardware or inquiring how to use specific software or hardware
- Maintain Incident / Request logs and records
- Make preliminary identification of problems encountered by network users to determine if they are due to equipment, network, or application errors. Escalate to appropriate personnel as needed to achieve resolution
- Maintain and install printers, Wacom and smart tablets
- Setup new computers including connecting keyboard, mouse and monitor to PC, checking for proper operation and installation of software
- Investigate and resolve computer software and hardware problems
- Test and document software and hardware to evaluate ease of use
- Provide software application support to end users via telephone or on - site
- Identify and inventory supplies needed to support daily activities and report to the IT manager
- Train users on software and hardware on-site or at remote locations
- Provide good written and oral communication skills
- Perform related duties as may be required
Required Qualifications:
- High School Diploma or GED
- 3-5 years of experience in a technical support role
- Experience supporting Microsoft applications such as Office 365, Windows, etc.
- Experience with a ticketing system such Zendesk
- Ability to present ideas in user-friendly language
Prefered Qualifications:
- Bachelor’s Degree
- CompTIA A or CompTIA Network
- Experience with end user provisioning
- Experience with desktop provisioning
- Solid written and verbal communication skills
- Demonstrated patience and overall courteous behavior when working with internal and external customers, including vendors. Service with a smile attitude. Excellent customer service
- Demonstrated ability to work independently; self-motivated and goal oriented and able to work with little to no direction
- Excellent time management, issue management, and project management skills
Salary : $50,000 - $55,000
