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. 

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The pay range for this position at commencement of employment is expected to be between $79,400- $119,100, however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience.  The total compensation package for this position will also include benefits such as medical, prescription drug, dental and vision insurance, flexible spending accounts, participation in 401(k) savings plan, and various paid time off benefits, such as PTO, short- and long-term disability and parental leave, dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.
 
If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.