What are the responsibilities and job description for the Help Desk Admin position at Maddisoft?
Job Details
Maddisoft has the following immediate opportunity, let us know if you or someone you know would be interested. Send in your resume ASAP. - U.S. Citizens and those authorized to work in the U.S. are encouraged to apply. Looking for W2 CONTRACT, Send in resume along with LinkedIn profile without which applications will not be considered. Call us NOW! ***Visa sponsorship is available for this position.***
Job Title: Help Desk Admin
Job Location: Houston, Texas Hybrid 3days/week
Job Summary:
Help Desk Admin is an information technology (IT) professional who helps users resolve issues with computer hardware or software. They respond to user inquiries, assess problems and issues with IT equipment and applications. Must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solutions. They must also be customer-oriented and patient to deal with difficult customers.
Essential Duties/Responsibilities:
First point of contact in all computer hardware, software, and telecommunications problems and requests. Use remote capability to assist with troubleshooting.
Provide customer service/help desk/technical support experience that includes migration support, MS Office and desktop configuration.
Desktop site support - Determine the best solutions based on the issue and details provided by customer
Provide support and resolve problems related to installed computer software.
Troubleshoot printer connection issues
Maintain support materials: edit, update, and generate support documents for Service Now Knowledge Article and IT Service Desk knowledgebase.
Active Directory / O365 Administration including account creation, shared mailbox creation, security group creation, and file share access
Password Resets for various websites/applications
Document and log incidents ticket using Service Now tracking tool.
First level support company email on mobile devices
Provide support for VPN software connection issues
Vendor VPN account creation
Minimum Requirements:
Ability to work independently and in a team environment
Ability to work under time pressures while maintaining a customer service attitude
Experience in troubleshooting hardware, software and network connectivity issues
Must have an understanding of technical support practices such as ticket documentation, service level agreements, statistics and escalation processes.
Self-motivated with attention to detail
Organizes workload, sets priorities and works within deadlines
Effective communication and interpersonal skills
Maintains confidentiality of information
Must have flexibility for working rotating on call schedule and backfilling for peers when coverage is needed.
Preferred Qualifications:
Ability to work independently and in a team environment
Ability to work under time pressures while maintaining a customer service attitude
Experience in troubleshooting hardware, software and network connectivity issues
Must have an understanding of technical support practices such as ticket documentation, service level agreements, statistics and escalation processes.
Process and understanding Terminations
Self-motivated with attention to detail
Organizes workload, sets priorities, and works within deadlines
Effective communication and interpersonal skills
Maintains confidentiality of information
Must have flexibility for working rotating on call schedule and backfilling for peers when coverage is needed.
Additional Knowledge, Skills and Abilities:
Communication, Ability to work under pressure, attention to detail, decision making, time management, identify process improvement, self-motivation, conflict resolution, redirecting problems to appropriate resources, leadership, adaptability
