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Level One Help Desk Admin- End User Support

3 months ago

Reading, United States Contour Data Solutions Full time
Job DescriptionJob Description

Level 1 Help Desk Admin - End User Support

Job Location: Directlink Facility (partially remote)

Full time position

Experience- 5+ years

Salary: 50-65k

Job Description:

Contour Data Solutions is looking for a person wanting to make an immediate impact in a rapidly changing, fast paced environment. The position is part of a technology team that has responsibility for internal and customer facing solutions which are hosted in our enterprise class data centers. The Level 1 Operations Team is responsible for supporting our client's end users supporting hardware, software/applications, printer, phones etc. Position requires an experienced, highly motivated Help Desk Admin with a minimum of one to three years' experience in Help Desk Support..

Major Responsibilities

  • 5+ years of experience with IT helpdesk or support position.
  • First line of support to clients regarding software, Hardware and systems.
  • Respond to end customer issues through phone, email, remote-in software, and computer chat.
  • Knows the Ins and Outs of a Network, Servers and Windows PC (Hardware & Operating System)
  • Have an understanding of an IP network, including switches/firewalls and how to troubleshoot different issues.
  • Able to self-manage and hold themselves accountable.
  • Can translate technical problems to the end user in a plain speak way that allows them to understand the problem and solution.
  • Enjoy people and care to develop strong relationships with clients.
  • Be an optimist at heart.
  • Resolves problem situations in a professional manner.
  • Experience with iPhone/iPad/Android.
  • Experience supporting phone systems from Microsoft Teams
  • Experience with Apple computers in a networked environment.
  • Nable RMM (remote management of computers).
  • Experience supporting printers/copiers in a networked environment.
  • Basic knowledge of windows server environment including active directory, DHCP, DNS, services, event logs, Line of Business application installations and management.
  • Support for Microsoft related technologies: Windows Server, Exchange, SQL, Office 365, Windows 7/10, etc.

The Job:

  • Monitors ticket database and monitoring platform and follows up with assigned personnel to ensure timely resolution of problems
  • Invokes problem escalation procedures to coordinate recovery
  • Isolates problem trends and ensures that troubleshooting efforts are completed
  • Solves problems and makes decisions on a daily basis to help resolve issues
  • Interfaces with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department.
  • Accurately communicates pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service
  • Performs duties in a cost-effective manner to avoid waste of resources without jeopardizing quality of care and service
  • Above all, build professional and sincere relationships with clients and seek ways to improve their satisfaction with our service.
  • Learn the ins and outs of our clients' unique work environments.
  • Work to quickly resolving incidents submitted by our clients.
  • Monitor alerts generated by our tools to resolve incidents before our clients are even aware.
  • Enter all work as service tickets and time as it occurs.
  • Interact with vendors to support customer's specific line of business applications, copiers/printers, internet service providers, etc.
  • Remote access solution implementation and support: VPN, Remote Desktop, RemoteApp.
  • IT environment documentation to include system reviews and recommendations.
  • Communication w/customers: keeping them informed of incident progress, notifying them of impending changes or agreed outages.
  • Understanding of server administration, troubleshooting, capacity planning, and disaster recovery planning.
  • Create technical documentation when needed
  • Work closely with the multiples constituents including customers solutions, production support, as well as network, security, desktop support, and systems administrators to optimize the systems and related components.
  • Just as the Level 2/3 Engineers will be supporting you, you will also need to support them. We are a team and supporting those around us is a must

Must Have qualifications

  • Working knowledge of Windows server administration
  • Proficient at using all available resources for troubleshooting and problem solving and the ability to quickly and clearly diagnose and communicate problems and ensure the resolution of any problems identified.
  • Technical, analytical, interpersonal and organization skills required
  • Flexibility, integrity, teamwork, and unwavering commitment to client satisfaction
  • Able to take ownership of and troubleshoot a broad variety of system problems
  • Ability to work well with others, as well as independently. Attention to detail.
  • Position requires on-call support including planned and unplanned responses to a 24x7 environment.

Bonus

  • Microsoft Certifications
  • Working knowledge of ITIL principals and procedures.

Non-skill requirements:

  • Pass a background check.
  • Able and willing to lift 50+ lbs of equipment.
  • Be legal US citizen or have a USA work permit

Have reliable transportation to get to and from office and to client locations.