System Administrator
Posted 287 weeks ago
Job Description
The Helpdesk Support Specialist is responsible for handling first level support of service requests in a professional and timely manner. This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software.
┬╖ Desktop operating system maintenance, troubleshooting, and diagnosis
┬╖ Desktop connectivity troubleshooting
┬╖ Application installation and support
┬╖ Printer installation and support
┬╖ Client VPN installation and support
┬╖ Microsoft Office Suite support
┬╖ AD user account management
┬╖ Office 365/Exchange user account management
┬╖ Desktop antimalware administration and resolution
┬╖ IT Support relating to technical issues involving MicrosoftΓÇÖs core business applications and operating systems.
┬╖ Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets.
┬╖ System documentation maintenance and review in ConnectWise.
. Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.
Additional Duties and Responsibilities:
┬╖ Improve customer service, perception, and satisfaction.
┬╖ Fast turnaround of customer requests.
┬╖ Ability to work in a team and communicate effectively.
┬╖ Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently.
┬╖ Escalate service requests that require engineer level support.
┬╖ Responsible for entering time and expenses in ConnectWise as they occur.
┬╖ Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University.
. Enter all work as service tickets in ConnectWise.
Skills
Candidate Profile
Knowledge, Skills, and/or Abilities Required:
┬╖ Advanced understanding of operating systems, business applications, printing systems, and network systems.
┬╖ Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.
┬╖ Diagnosis skills of technical issues.
┬╖ Ability to multi-task and adapt to changes quickly.
┬╖ Technical awareness: ability to match resources to technical issues appropriately.
┬╖ Service awareness of all organizationΓÇÖs key services for which support is being provided.
┬╖ Understanding of support tools, techniques, and how technology is used to provide services.
┬╖ Typing skills to ensure quick and accurate entry of service request details.
. Self-motivated with the ability to work in a fast moving environment.
Educational/Vocational/Previous Experience Recommendations:
┬╖ BA/BS, preferably in computer science or a related field.
┬╖ MBA/MS preferred but not required.
. 2 years of IT or related experience.
Benifits:
┬╖ Competitive salary based on experience and qualifications.
┬╖ Health, vision, and dental benefits included.
┬╖ Performance based incentives.
┬╖ Generous bonus levels.
┬╖ Full on the job training & support.
┬╖ Fun working environment and culture.
. Great opportunity for advancement.
