Helpdesk Administrator I

BASIC PURPOSE

Helpdesk Administrator I is responsible for, but not limited to, handling first level support of service

requests by telephone, email, chat or onsite. This position is also responsible for dispatching service

tickets that cannot be resolved at the Help Desk I level. These services are typically provided for

company supported computer applications and platforms. Provides "break -fix" support for PC

hardware and software. The Helpdesk Administrator I is prepared to answer the most commonly

asked questions or provide resolutions that often belong in an FAQ or knowledge base. If the issue

isn't resolved, the Helpdesk Administrator I will escalate the issue to the Helpdesk Administrator II.

This position may also provide onsite support for projects led by System and Network Engineers. This

position will have a basic understanding of helpdesk policies and procedures, printers, switches,

routers, firewalls, VLANS, VOIP.

ESSENTIAL DUTIES AND RESPONSIBILITIES :

• Provides Windows OS Desktop support
• Provides Microsoft Office Suite installation and support
• Provides Printer / Scanner Desktop Installation and support
• Provides Desktop Hardware replacement / installation
• Provides Desktop setup, configuration, and installation
• Provides Windows Desktop OS patching, upgrade, and PC migration
• Provides Mobile device support setup / configuration
• Ticket dispatching
• Desktop application support and vendor coordination for troubleshooting
• Basic ability to support the following (as examples) :

o UPS battery backups

o Switches

o Routers / Firewalls

o Cabinets / Patch Panels

o Access Points

maintaining certifications

BEHAVIORAL COMPETENCIES

technical and functional contents to technical and non-technical audiences

collaboration and transparency that will result in strong team morale, effective talent

utilization, and partnership across functional areas of the organization.

attitude. Responds with a sense of urgency, solicits feedback to improve service, responds to

requests for assistance and meets commitments.

individual results in a proactive and timely manner. Functions well in multi -tasking

environment. Adopts course if current one is not working.

works effectively with the management team and respect differences of opinion.

feel they belong. Sets appropriate example for others.

KNOWLEDGE, SKILLS, ABILITIES

reporting of data.

to develop and evaluate options and implement solutions.

actions to choose the most appropriate one.

complex documents. Ability to respond effectively to the most sensitive inquiries or

complaints. Ability to make effective and persuasive presentations to management,

customers, and staff.

achieve goals. Includes ability to adapt to changes in the work environment, manage

competing demands and can deal with frequent change, delays or unexpected events.

priorities, and meet strict timelines under considerable changes in priorities at times.

draw valid conclusions.

others; keeping promises you make, and acknowledging and accepting the choices you have

made, the actions you have taken, and the results they have led to. Takes personal

responsibility and ownership for adhering to all company policies and procedures while also

completing work timely and in accordance with performance expectations.

MINIMUM QUALIFICATIONS

related field preferred.

within first 90 days if not currently certified).

TCP / IP addresses, VPN software, supporting remote users.

resolve customer's issues.