Service Desk Administrator

Job Title:   Service Desk Administrator

Department:  Information Technology

Reports To:   Service Desk Supervisor

FLSA Status:  Non-Exempt

SUMMARY

The Helpdesk Administrator provides technical assistance and support for the computer desktop environment by analyzing requirements, resolving problems, installing hardware and software solutions, and supporting the internal IT Helpdesk.   Tasks include end user support, license tracking, performance PC maintenance, upgrades, and configuration.  The Helpdesk Administrator responds to queries, triages problems, and determines and implements solutions or support escalation.

ESSENTIAL DUTIES AND RESPONSIBILITIES: include the following. Other duties may be assigned.

• Develop, maintain, and update process documentation pertaining to Helpdesk operations and support.
• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Respond to support requests in person, over the phone, or through the Helpdesk ticketing system.
• Train computer users on basic computer skills, IT processes, and best practices.
• Maintain daily performance of computer systems and ensure high availability for end users.
• Manage user security in Active Directory, including account creation, modification, and deactivation.
• Assist users via telephone and email in a call center environment with hardware and software issues.
• Provide white-glove service to C-level executives, directors, and managers.
• Install, modify, and repair computer hardware and software using standard images and company-approved tools.
• Install and configure computer peripherals and mobile devices for users.
• Ask targeted questions to determine the nature of technical problems and guide users through resolution steps.
• Follow up with customers to ensure timely and satisfactory issue resolution.
• Escalate unresolved issues to higher-level support personnel when necessary.
• Record incidents, troubleshooting steps, and resolutions accurately in the Helpdesk ticketing system.
• Monitor system resources, network health, and printer queues for performance and reliability.
• Onboard new users into the network system and ensure proper access to applications and resources.
• Monitor, work, assign, and escalate requests in the Helpdesk ticket system to maintain service levels.
• Configure and manage Microsoft Intune for device setup, policy enforcement, and application deployment.
• Provide technical support for printers, desktops, laptops, and scanners, including setup, troubleshooting, and maintenance.
• Assist with AWS environment support, such as user administration, system monitoring, and access configuration.
• Support endpoint security compliance, including antivirus management, BitLocker, and patching.
• Apply ITIL/ITSM best practices in incident, problem, and change management to improve service quality and response time.
• Collaborate with network and infrastructure teams to resolve complex issues efficiently.
• Participate in IT projects, process improvements, and knowledge base documentation.
• AWS and/or ITIL/ITSM certification(s) are preferred but not required.
• This is an onsite position.

SUPERVISORY RESPONSIBILITIES: No

COMPETENCIES:  Should be proficient in most areas:

• Independent/Self-Starter – Must be able to learn, work, and act quickly independently with or without direct supervision.
• Team Player – Must be able to participate in various roles and effectively function on team projects.

EDUCATION and/or EXPERIENCE:  Bachelor's degree (BS) from four-year college or university preferred.  Minimum of two years of equivalent industry experience.  Minimum of two years of prior helpdesk administration experience. Preferred at least five years of technical experience. Technical Aptitude – Must be able to demonstrate a general understanding of helpdesk operations (i.e. Server, Virtualization, Systems Administration, Production operations, DR/Business Continuity and Recovery practices, and more).

LANGUAGE SKILLS:  Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of organization. Excellent verbal and written communication skills

MATHEMATICAL SKILLS:  Ability to calculate figures and amounts such as discounts, interest, commissions, proportions and percentages.  Ability to apply concepts of basic algebra and geometry.

REASONING ABILITY:  Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations. Keep abreast of industry technology advances and concepts. Excellent troubleshooting and communication skills. Demonstrated documentation experience preferred. Excellent organizational skills with the ability to listen, follow up, attention to detail, and accomplish desired results verbally and/or in written form to appropriately document issues. Troubleshooting Ability – Must be able to perform a general root cause analysis. Identify and provide solutions to resolve infrastructure and/or system issues.

PHYSICAL DEMANDS:  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear.  The employee is occasionally required to stand, walk, and reach with hands and arms.  The employee must occasionally lift and/or move up to 10 pounds.  Specific vision abilities required by this job include close vision.

WORK ENVIRONMENT:  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Daylight Transport is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity, and/or gender expression, sexual orientation, age, disability, pregnancy, genetic information, military status, Vietnam Era and/or veteran status, or any other characteristic protected by applicable law(s).