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Help Desk Administrator

2 months ago

Hartford, United States Catholic Charities Full time
Job DescriptionJob Description

POSITION SUMMARY:

Help Desk Administrator’s role is to oversee the agency help desk system and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Help Desk functions. The Help Desk Administrator will also contribute to problem resolution by giving in-person, hands-on support to end users at the desktop level.

GENERAL DUTIES AND RESPONSIBILITIES:

Strategy & Planning

  • Evaluate documented resolutions and analyze trends for ways to prevent future problems.

Operational Management

  • Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
  • Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
  • Build rapport and elicit problem details from help desk customers.
  • Prioritize and schedule problems. Escalate problems (when required) to the appropriately level.
  • Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
  • Apply diagnostic utilities to aid in troubleshooting.
  • Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
  • Identify and learn appropriate software and hardware used and supported by the organization.
  • Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
  • Install anti-virus software.
  • Develop, schedule and perform preventative maintenance tasks for servers, workstations, printers and other system hardware.
  • Develop test and deploy standardized desktop images.
  • Test fixes to ensure problem has been adequately resolved.
  • Perform post-resolution follow-ups to help requests.
  • Develop help sheets and frequently asked questions lists for end users.
  • PQI Functions:
    • Ensure the consistent accurate collection of the data
    • Identify patterns and trends for program
    • Use results of data to inform supervisor of trends that may impact services

QUALIFICATIONS:

  • College diploma or university degree in the field of computer science and/or 3 years equivalent work experience

POSITION REQUIREMENTS:

Knowledge & Experience

  • Knowledge of basic computer hardware, including CPUs, Monitors, printers and print servers.
  • Knowledge of basic server hardware.
  • Knowledge of basic network and VPN support on a routed TCP/IP based Ethernet network.
  • Experience with desktop and server operating systems, including windows 2000, XP and Server 2003
  • Basic experience administering Windows 2003 Active Directory.
  • Basic experience administering Exchange 2003.
  • Application support experience with Microsoft Office 2003 and Internet explorer as well as desktop imaging software.
  • Working knowledge of diagnostic and support utilities, including MMC, Remote assistance and remote desktop connections.
  • Familiarity with Backup Software and it’s administration
  • Good understanding of the organization’s goals and objectives.
  • Exceptional written and oral communication skills.
  • Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
  • Strong documentation skills.

Personal Attributes

  • Ability to conduct research into a wide range of computing issues as required.
  • Ability to absorb and retain information quickly.
  • Ability to present ideas in user-friendly language.
  • Highly self motivated and directed.
  • Keen attention to detail.
  • Proven analytical and problem-solving abilities.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Exceptional customer service orientation.
  • Experience working in a team-oriented, collaborative environment.


WORK CONDITIONS:

  • Sitting for extended periods of time.
  • Dexterity of hands and fingers to operate a computer keyboard, mouse, and to handle other computer components.