Help Desk Administrator

1 month ago

Boston, United States Loring, Wolcott & Coolidge Trust, LLC Full time

At Loring, Wolcott and Coolidge, we value providing superior customer service and are committed to the successful operation of our information technology systems. We are seeking a qualified IT Helpdesk Administrator to assist our users with questions and problems concerning computer systems, hardware, and software. The Helpdesk Administrator will work with customers remotely and in person, guiding them through systems configuration and troubleshooting, while aiming to resolve issues with efficiency. Standout candidates will be excellent problem-solvers with outstanding communication and customer service skills.


This position routinely handles confidential information, while maintaining a high level of customer service. Integrity, discretion, and respect for confidential information are absolutely essential.


Responsibilities Include:

  • Respond to technical inquiries via email, over the phone, or in person.
  • Guide users remotely and in person through systems configuration, troubleshooting, and maintenance.
  • Provide timely, professional responses to technical support requests and take ownership until resolution or reassignment.
  • Daily management of all hardware systems including printers, laptops, desktops, VDI, remote connectivity and phones.
  • Provide technical support to users by researching and answering questions, troubleshooting problems, and maintaining workstation and LAN performance.
  • Provide answers to users by identifying problems, researching answers and guiding the users through corrective steps.
  • Improve user references by writing and maintaining documentation.
  • Participate in the development of user training programs.
  • Follow up with customers to ensure satisfactory service.
  • Communicate user feedback to the appropriate internal team members.
  • Work with Systems Administrator to provide customers with superior service.


Key Requirements Include:

  • 3+ years of experience working in a professional services environment.
  • Experience working as an IT helpdesk technician or in a similar customer support role.
  • BS/BA degree or equivalent required.Certification demonstrating industry expertise is desired.
  • Knowledge of Microsoft Systems including Windows Server/Desktop, Exchange 2016/Online, Active Directory and Office 2019. Strong understanding of MDM, handheld devices and computer hardware.
  • Accommodate flexible work schedule to fulfill occasional, off-hours tasks supporting nightly processes and remote users.
  • Must be able to lift and move equipment on a regular or as needed basis.


Skills:

  • Excellent problem-solving and analytical skills.
  • Comprehensive knowledge of computer systems and experience troubleshooting hardware and software.
  • The ability to break down technological processes and deliver clear, step-by-step instructions.
  • Patient, friendly demeanor with a great aptitude for listening.
  • Strong verbal and written communication skills.
  • Commitment to providing exceptional customer service.
  • Passion for problem-solving and customer service.
  • Tech savvy, with experience working in a tech-related field.
  • Ability to diagnose and resolve a variety of technical issues.
  • Team-oriented mindset with an openness to constructive feedback.
  • Eagerness to learn new technologies and systems.


Reporting & Classification:

The Helpdesk Administrator reports to the CIO. This is a non-exempt position and is required to work during regular business hours Monday through Friday. This role will necessitate flexibility in hours and/or overtime hours from time to time with little or no advance notice.


Work Location:

The Helpdesk Administrator is required to work from our Boston, MA office three days per week, with the option to work remotely two days per week with manager approval. Remote work eligibility and in-office work requirements are subject to change and are evaluated as part of the firm’s Remote Workplace Program.


This job description does not constitute an employment agreement between the employer and employee, and is subject to change by the employer, as the needs of the employer and requirements of the job change.


Notice to Employment Agencies: Employment agencies are an important component to our talent acquisition strategy, and we value the partnerships we have built with our preferred vendors. We will not accept unsolicited resumes from employment agencies for any employment opportunity. All resumes submitted by search firms directlyto employees or hiring managersat Loring, Wolcott& Coolidge Trust in any form withouta signed Employment Agency Agreement on file and search engagement for that position, will be deemed unsolicited in nature,and no fee will be paid in the event the candidateis hired as a resultof the referral or throughother means.

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