Service Desk Administrator

This is what you'll do: - Respond to and resolve Level 1 and Level 2 IT support tickets for all employees (onsite and remote) - Technology and Applications - Take remote control of the end user device and troubleshoot IT/Desktop issues - Diagnosis and resolution of computer hardware, software, and network issues for the executives and VIP users - Initial troubleshooting of the network issues - Port testing, Bandwidth monitoring, Shared drive issues, etc. - Incident and Service request Management - Responding, tracking, resolving, updating, and reporting of escalated/assigned tickets as per the Service Level Agreements (SLA) and Key Performance Indicators (KPI) - Adhere to the End User Computing policies (including desktop group policies), standards, and procedures for hardware and software - Provide the first line of defense for end-user computing support within IT - Help develop IT tools and processes to promote efficient and effective end user support practices - Documentation of IT knowledge base for internal IT use, or broader employee reference as appropriate - Set up new user accounts and workstations - Teach new employees basics around relevant IT systems - Support office technology - such as printers, video conference units, and digital whiteboards - Collaborate with remote IT team members to build and maintain positive, productive team relationships - Develop positive relationships with the business and other functions involved in downstream technical processes - Look to improve all aspects of the It Service Desk functions continually This is what you'll need: - At least 3-5 years of relevant (IT Service/Help Desk) work experience required - High School education required - Bachelor's degree and IT Certifications preferred - Strong written and verbal communication skills are a must - Provide professional and empathetic technical support to our end users while managing service request queue - Help keep our end users productive by documenting, monitoring, and resolving issues quickly. - Experience with Wired/Wireless networks, VPN, Collaboration tools (Chat and Video Conferencing), A/V devices, and conference room systems. - Support Experience with Office365, all major browsers, 3rd party popular applications, encryption software, anti-virus solutions, Virtual Desktop Infrastructure (VDIs), DNS, DHCP, Active Directory, file and printing services, and shared drives - Familiarity with the standard helpdesk ticketing tools (ServiceNow, Jira) - Ability to coordinate and communicate at all levels within the organization - Business Stakeholders, Vendors, Suppliers, Sr Managers, and C-Level Execs - Tech Savvy - Ability and passion for learning new technology and tools - Passion for Customer Support - A drive to help end users get what they need to do their jobs the best they can. A sense of satisfaction from helping end users get what they need in a timely manner - Prioritization Skills - The ability to analyze support requests and prioritize them based on impact - Discipline - The discipline to actively manage help desk tickets and internal IT tasks without getting distracted by email, chat, or other ad-hoc communication - A Teacher - Able to teach end users about IT technologies or solutions to their issues in an easy-to-understand way - Self-Starter - The ability to actively look for effective tasks such as Knowledgebase updates to complete in times of low tickets - Ability to articulate technical solutions to non-technical users in simple and easy to understand terms