IT Service Desk Administrator

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Located in Utica, NY

IT Company is seeking a Help Desk Administrator to lead the development of their growing help desk.

The IT Help Desk Administrator is responsible for providing support for clients. Candidates should have a mix of technical and customer service skills, and be passionate about technology and helping people. We support both Macs and PCs, servers, mobile devices, network devices, printers, copiers, etc. The right candidate will be involved with developing and measuring the entire help desk process and team.

Responsibilities:

  • Handle tier 1 help desk requests through tickets or phone
  • Create accounts and configure hardware as part of on-boarding process
  • Analyze call traffic and assist with new workflow and support processes
  • Review and measure performance metrics of support staff
  • Follow up on outstanding requests and ensure timely resolution
  • Manage and monitor internal assets to ensure accurate inventory records
  • Create new ways to reach and measure customer satisfaction
  • Manage a consolidated online helpdesk with dispatch management for multiple technicians
  • Other duties may be added and/or assigned as needed

Preferred Experience: (Help desk experience is preferred)

  • 2 years+ experience working and supporting a Windows and Mac environment
  • Strong troubleshooting skills of desktop operating systems (Windows XP, Vista, 7, and 8, Mac OS X)
  • Windows Server operating system experience is a plus
  • Microsoft Office 365 and/or Exchange experience is a plus
  • Basic Active Directory account management and maintenance
  • Network printers, local printers, scanners, and computer peripherals
  • Mobile devices, phones, tablets (iOS and Android)
  • Basic network connectivity and protocols - TCP/IP, DHCP, DNS
  • File server and network share knowledge
  • Desktop security products (anti-virus, malware removal)
  • Strong customer service and troubleshooting skills
  • Ability to communicate technical information, both verbal and written, to a wide range of end-users
  • Ability to relate to non-technical users and assist them in accomplishing their business needs and objectives using various technologies
  • Ability to prioritize, plan, and meet multiple deadlines in a high traffic environment

Education

  • Associate degree in a related IT field of study
  • Experience may be substituted for degree

Express Office: Utica/Rome
The Landmarc Building
118 Columbia Street, Suite 103
Utica, NY 13502
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