Help Desk Administrator

The role of Help Desk Administrator assists the Information Technology Department by providing user administration support to headquarters, manufacturing plants, and remote workers on desktop, cloud and account management. The Help Desk Administrator plays a critical role in managing the organization’s help desk ticketing software as well as triaging and completing tickets. This role provides excellent customer service to internal and external clients of company and acts as a conduit to other Information Technology staff members for second and third level support tickets.Essential Functions Serve as initial point of contact regarding information technology issues in the following, but not limited to, the following tasks/areas:New and updated software installationsEmail and other Collaboration software troubleshootingCellular phone supportPerform minor hardware repairs and install peripheral equipment (e.g. printers, desktops, laptops, etc.)Monitor, triage and initiate resource action on all incoming tickets including, but not limited to the following tasks:Provide first, second and minor third level support for all incoming tickets including diagnosing and pushing resolutionsAssign major third level support tickets to Information Technology subject matter experts (SME).Manage and report on Help Desk ticketing system identifying trends as well as communicating service metricsEnsure proper and timely completion of all incoming tickets based on internal service agreements/levelsPerform internal process steps related to new hire/termination of employees including, but not limited to:New HiresUser server accessHardware and desktop setupPhone number and voice mail system assignmentTerminationsEnsure company property is inspected upon returnTerminate system accessRemove Inactive system profilesProvision organization hardware and services for employees including but not limited to:Laptops, Tablets, Desktop computers, cellular phone & accessoriesComputer services, Remote Access Tools, cellular services and Wi-Fi servicesAssist in the management of the Information Technology Department's hardware & software inventoryMaintain and manage user administration in Active Directory, Office 365, and other software as necessaryAssist users in setup/execution of audio visual tools in conference roomsCoordinate with vendors on hardware replacementsProvide training and instruction to staff on use of new information technology initiativesContribute to team effort by accomplishing related results and participating as needed in scheduled and ad hoc projectsOther duties as assigned by supervisorRequired Education & ExperienceBachelor’s Degree in Computer Science, Management Information Systems or equivalent field of study, or equivalent combination of education, training, and experience3 or more years supporting Windows based operating systems3 or more years Microsoft O365 suite, Adobe, and other applications3 or more years working in Service Desk and/or Ticketing system3 or more years experience working on computer hardware3 or more years experience imaging computersStrong oral, written and analytical skills requiredAbility to define problems, collect data, establish facts and draw valid conclusionsAbility to establish a solid working relationship with end users and peersPreferred Education & ExperienceTroubleshooting of IT issues in a manufacturing environmentExperience with Mobile Device ManagementExperience creating workstation Images

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