Desktop Administrator

Provides fast and useful technical assistance on end user computer systems, mobile phones (Android, iOS), and tablets. You will answer queries on technical issues, troubleshoot to determine root cause, as well as provide and document their solutions.

An excellent Help Desk Analyst must have good technical knowledge and be able to communicate solutions effectively in a non-technical manor to help the user understand the problem and its solution. They must be customer service oriented, patient, and be comfortable with communicating directly with C-level executives.

The goal is to create value for users that will help technology work the way they need it for their day-to-day needs, and to forge a relationship with them based on trust, expertise, and experience.

Primary Responsibilities

• Serve as a point of contact for internal employees and high-level executives seeking technical assistance over the phone, via email, chat, and in person.
• Perform remote troubleshooting through diagnostic techniques, remote support tools, and by asking pertinent questions
• Troubleshooting to find the root cause and the best solution based on the issue and details provided by employees
• Walk the customer through the problem-solving process
• Maintain user, computer, and group object in an Active Directory environment
• Maintain and create resources in Azure and Office 365
• Manage a ticket queue within the parameters of pre-defined SLAs
• Provide consistent day-to-day service
• Escalate unresolved issues to the proper team of support personnel
• Provide accurate information on IT systems, products, and services
• Keep a detailed record of events and problems, and their resolution, in incident tickets
• Follow-up and communicate with users throughout the incident resolution process

Experience & Qualifications

• 3+ years of experience in a Desktop Support role
• Working knowledge of the following systems
• Active Directory
• Powershell
• Exchange Online
• Azure AD
• Microsoft InTune/Autopilot
• MS Office App Suite
• Basic Ticket Handling
• iOS
• Android
• Teleconferencing solutions including Microsoft Teams, and other industry standard solutions
• Excellent written and verbal communication skills are a must