Desktop Support Administrator

Position Summary

This Desktop Support Administrator role provides on-site technical support to a regional office and assists with tickets from locations across the US and Canada. The incumbent will provide one-on-one end-user training (in person or remotely) and assistance on a variety of software applications and computer hardware, documenting user inquiries and problems and working towards a solution.  

Principal Responsibilities

• Respond to customer issues and requests by creating, tracking, and documenting solutions in a support database and monitoring the support queue.
• Install, configure, test, maintain, and troubleshoot customer workstations and related hardware and software.
• Perform analysis and diagnosis of complex problems for customers and recommend and implement corrective solutions. 
• Troubleshoot network connectivity issues, including wireless access points, devices connected to the wireless network, preliminary bandwidth issues, and printer routing problems.
• Act as designated IT point of contact for the facility in case of any IT-related emergency or maintenance.
• Consult with customers to obtain hardware, software, and services and assist the customer in obtaining the training necessary to use the product(s).
• Achieve service level and customer satisfaction KPI targets.
• Order, track, and deploy hardware for users in the assigned facility and other sites.
• Act as an overflow to the IT Service Desk during high volume times.
• Conduct inventory control tasks as needed, including verifying serial numbers on equipment and updating records.
• Establish and maintain effective working relationships with management, team members, and customers. Communicate effectively with all levels and maintain tact and composure in stressful situations.
   

Education / Experience Requirements

• High school diploma required. Degree in Information Systems preferred.
• 5+ years of technical and customer service experience required. 
• Experience with the following is preferred: Mac OS X, Mobile Devices, TCP/IP communication protocol, Microsoft Office, Microsoft Exchange, Microsoft Teams, VPN, Remedy Call Tracking System, TeamViewer, Lenovo laptops and desktops, HP, Dell, and Ricoh printers.
   

Specialized Skills / Other Requirements

• Exceptional Customer Service skills are a must.
• Enterprise experience directly supporting Windows Operating Systems.
• Proficiency with Microsoft Office Products (Office365).
• PC encryption
• Experience delivering hands-on customer training.
• Skilled with Polycom AV conferencing devices (Trios and Group Series)
• Proven ability to effectively and quickly troubleshoot computer problems. Must independently resolve complex problems using current job knowledge, research, and external resources.
• Strong interpersonal and communication skills, excellent attention to detail, and the ability to prioritize and execute tasks effectively.
• Must be able to interpret and make decisions in accordance with regulations and established policies.
• Excellent time management skills to maintain high levels of customer service in a high-paced, heavy workload environment.
• Ability to work overtime when critical situations and weekend maintenance issues arise.